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 Experience Cashier sells tickets and executes the ticket process for admission to the boat cruise while providing guests with excellent customer service. The cashier is also a product knowledge expert responsible for selling and upselling. The cashier is responsible for providing guests with a level of service that anticipates their needs and exceeds their expectations by welcoming walk-up guests in an efficient and informative manner.
Duties and Responsibilities:
- Checking in groups, finalizing numbers and collecting payments
- Sells tickets from the ticket plaza, group booth, or kiosk stations in the upper landing area
- Greets all guests pleasantly while efficiently accepting payments for ticket transactions including issuing change, receipts, refund (if applicable), and processing vouchers
- Performs lifts of currency/funds from bank/workstation along with supervisor
- Ensures kiosks are in working order; advises Guest Experience Supervisor of any issues
- Responsible for all sales transactions from selling to cash reconciling in an accurate and timely fashion
- Interfaces with Accounting for smooth ticketing procedures and cash handling responsibilities
- Counts money in cash drawers at the beginning of shift to ensure that amounts are correct and that change amounts are adequate.
- Fulfills sales protocol to maximize revenue opportunities through upsells and cross sales
- Assists with managing lines, assisting with kiosk lines, queuing and boarding process when required
- Checking in and greeting guests at the upper funicular as required
- Answers questions concerning fares, routes, schedules and gives out information with regards to Niagara Falls and other local attractions
- Follows Niagara Parks directives and Niagara City Cruises policies to ensure all passengers, guests and visitors to the area have an “amazing experience”
- Responsible for stocking, replenishing and maintaining a clean, healthy and safe environment for guests and co-workers
- Attends training, pre-shifts and departmental meetings as scheduled by management
- Adheres to all health and safety regulations
- Works with a safety mindset by following all safety policies, procedures and safety measures (i.e. PPE). Identifies and brings forward risks, hazards and opportunities on the job. Actively participates in health and safety in the workplace
- Maintains a neat, clean and well-groomed appearance (refer to appearance standards in employee handbook)
- Reports to work on time and for all scheduled shifts
- Understands all Niagara City Cruises’ policies and procedures relating to the employee’s role within the company
- Maintains any applicable licenses and certifications
- Completes any other duties as assigned
Requirements & Qualifications:
- O.S.S.D or equivalent as recognized by the Ministry of Education
- Minimum two (2) years’ working experience in a customer service/sales environment (preferably in hospitality)
- Experience with POS cash system, cash handling and reconciling
- Excellent organizational and troubleshooting skills
- Good communication and customer engagement skills
- Knowledge of another language in addition to English is preferred
- The ability to successfully complete a criminal background check
- Must be able to work all shifts including days, weekends and holidays
- Ability to reach, bend, stoop, wipe, push, pull, move or lift up to 35 pounds (16 kilograms)
- Walk, stand, sit and work in all types of weather conditions for extended periods
- Continually and repeatedly perform functions indoors and outdoors
- If required, wear assigned Personal Protective Equipment (PPE) (i.e. non-slip shoes, gloves, weather appropriate dress attire, sun protection)
Niagara City Cruises does not use AI Technology in any of the recruitment process.
Hornblower is proud to be an Equal Employment Opportunity employer. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of harassment and/or discrimination of any type, including but not limited to discrimination and/or harassment based upon race, citizenship, place of origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, genetic characteristics, receipt of public assistance and record of offences. City Experiences employment and workplace decisions will be based on company needs, job requirements and individual job qualifications and skills. City Experiences will comply with provincial and federal legislation relating to equal employment opportunities and employment equity.
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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 Experience Cashier is responsible for selling tickets and providing excellent customer service to guests. This includes managing ticket transactions, greeting guests, and ensuring a smooth ticketing process.
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