About this role
Hornblower Group is a global leader in experiences and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water-based experiences (dining and sightseeing cruises), land-based experiences (walking and food tours) and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers land- and water-based experiences as well as ferry and transportation services. Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a marine services company specializing in the operation, maintenance and repair of government and privately owned vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.
Position Summary:
The Guest Services Agent is responsible for the end to end customer care for all guests at Battery Park, Liberty State Park, Liberty, and Ellis Island, depending on where the individual is assigned. The Guest Services Agent provides guests with boat schedules, ensures proper line management, crowd control, fields all possible guest questions, provides orientation and acts as a guest liaison for the company. The individual is also responsible for exemplary customer servicing, serving as the face of the company.
Duties and Responsibilities:
- Accurately handle cash, credit card and mobile payment options when handling ticket sales as required.
- Sell and promote ticket options to visitors in an efficient and friendly manner.
- Process will call orders as well as pass packages.
- Responsible for line management and ensuring that guests are notified ahead of time of their options.
- Responsible for providing guests with orientation and ensuring that they are on the right lines.
- Must provide guests with exemplary customer service while still expediting the boarding process.
- Interact as needed with NPS and all other staff on the islands.
- Responsible for the preparation of guest service reports, synthesizing customer comments and reporting general servicing issues to management.
- Responsible for ensuring proper schedules and signage are posted and updated.
- Responsible for ensuring guests get to their destination and that all guests have disembarked from the islands at the end of the day.
- Responsible for all customer responses as directed by Ticket Sales Supervisor/Guest Service Manager.
- Regular attendance in conformance with the standards, which may be established by Statue Cruises from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
- Upon employment, all employees are required to fully comply with Statue Cruises rules and regulations. Employees who violate Statue Cruises rules and regulations will be subject to disciplinary action, up to and including termination of employment.
- Additional job duties as assigned
Requirements & Qualifications:
- One plus years in customer care of guest servicing preferred.
- Possess strong verbal skills and is comfortable working with people.
- Requires outstanding communication skills and organizational skills.
- Basic mathematical skills are also required.
- Basic computer literacy, able to operate Word, Excel, etc.
- Flexibility to work evening, weekend and holiday hours.
The RESPECT Service System embodies our mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.
EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.
Other facts
About Hornblower Group Inc.
Hornblower Group is a global leader in transportation and sightseeing, with over a century of maritime and hospitality innovation. Through our City Experiences division, we deliver unforgettable experiences via brands like City Cruises, Walks, Devour, and City Ferry—offering dining cruises, guided tours, and essential ferry services across the U.S., Canada, and the UK.
Our portfolio includes Hornblower Marine, providing vessel maintenance at Bridgeport Boatworks, and Anchor Operating System, LLC, delivering smart reservation and ticketing solutions for travel and entertainment industries.
Operating in 10 countries and 50+ U.S. cities, we serve over 20 million guests annually. Headquartered in Orlando, with offices in San Francisco, Boston, Chicago, New York, London, Dublin, and Ontario, Canada, we’re redefining how people explore the world—by water, by land, and experience.
What you'll do
- The Guest Services Agent is responsible for providing end-to-end customer care for guests at various locations, ensuring proper line management and crowd control. They also handle ticket sales, provide orientation, and serve as a liaison for guests.
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