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 Sales Agent will be knowledgeable about City Cruises Toronto’s cruise offerings, tour routes and City Pass partnership. The successful candidate will attract guests on the harbourfront and sell tickets for all product offerings. The Guest Sales Agent will contribute to creating an amazing guest experience and be swift and efficient in the execution of their assigned duties.
Duties and Responsibilities:
• Provide amazing hospitality to guests and coworkers as prescribed in our RESPECT Service System.
• Sell tickets for all programming directly to guests at the ticket booth.
• Attract guests on the harbourfront to join our cruises.
• Receive passengers and inform them about boarding procedures; print, sort and distribute boarding passes to passengers.
• Provide information, sell tickets, and answer all questions regarding company offerings, services, and prices, including the Toronto City Pass partnership.
• Make and confirm cruise reservations using telephones and computers; maintain computerized inventory of available passenger space and provide information on space reserved or available.
• Collect outstanding balances for reservations and collect payment vouchers from third party distributors.
• Act as liaison for tour operators visiting our port: Ensuring their reservation numbers are correct, modifying reservations as needed and receiving payment or vouchers.
• Use Point of Sale and reservation system to secure reservations and cash out guests cruise tickets.
• Resolve customer complaints regarding booking, ticketing, and special boarding needs.
• Handle money and tickets accurately and responsibly and effectively handle cash and credit card sales.
• Responsible for accurate cash counts and deposits.
• Set up and break down of ticket booth, cash drawer, and filling out paperwork related to ticket sales.
• Communicating with the onboard Food and Beverage and Marine teams to ensure a smooth and efficient guest experience and cruising schedule.
• Maintain uniform and personal grooming in compliance with appearance standards.
• Be prepared to begin work at scheduled time.
• Other duties as assigned by the manager or supervisor on duty.
Requirements & Qualifications:
• O.S.S.D. or equivalent as recognized by the Ministry of Education
• Minimum one (1) year of customer service experience
• Previous tourism or sales experience preferred
• Experience with Reservations software an asset
• Energetic and enthusiastic personality essential
• Basic computer and cash handling skills are required
• Must be able to effectively understand and convey written and verbal information to guests and coworkers
• Must possess a service orientation – actively looking for ways to help others
• Will require the ability to stand for long periods of time and work outdoors in all weather conditions.
• Will be required to be available for work on all major holidays and weekends.
• If required, wear assigned Personal Protective Equipment (PPE) (i.e. non-slip shoes, gloves, weather appropriate dress attire, sun protection)
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.
City Cruises Canada does not use AI technology in any part of the recruitment process.
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 Sales Agent is responsible for attracting guests on the harbourfront and selling tickets for all City Cruises Toronto offerings, while providing exceptional hospitality according to the RESPECT Service System. Duties include processing transactions, managing reservations, handling money accurately, and serving as a liaison for tour operators.
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