Group Services Agent - Alcatraz Cruises

Company: Hornblower
Location: San Francisco
Posted on: March 20, 2025

Job Description:

Salary: $22/hour

Do you share Alcatraz Cruises' passion for providing amazing experiences? If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you. As we say at Hornblower, why work when you can cruise?

The agent will work in the office processing group reservations, answering group phone lines and emails, as well as conducting safety orientations for all youth groups. This position also involves assisting the ticket booth with the selling and scanning of tickets, and boarding and off-loading of guests, as needed. This person will also troubleshoot ticket issues, and assist groups who arrive at Pier 33 Alcatraz Landing without reservations.

Shifts are either 8 - 4:30, 8:30 - 5, or 9 - 5:30, based on operational needs.

Essential Duties & Responsibilities:

• Provide excellent customer service
• Assist ticket booth when needed
• Conduct Youth Group safety orientations
• Answer group-dedicated phone lines to assist guests and tour operators with securing reservations
• Monitor and respond to group and tour operator emails. Print and file all documents
• Email interested groups and tour operator's appropriate reservation forms
• Process and email group and tour operator reservation confirmations
• Assist with ticket sales for individual guests, as needed
• Troubleshoot any ticketing discrepancies
• Contact the National Park Service if groups arrive late (with supervisor/manager approval)
• When handling transactions, use responsible cash handling techniques, skills, and oversight, as trained
• Additional job duties as assigned
  Minimum Qualifications:
  • One year guest service/hospitality or customer service/sales experience required
  • Proficiency in Microsoft Word, Excel, Outlook, Google Docs and Gmail
  • Knowledge of another language in addition to English is preferred
  • Must possess a TWIC Card (Transportation Workers Identification Card) or be able to obtain one
  • Must have open availability. Weekends are a must. About Us:
    
    City Experiences' passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.
    
    The RESPECT Service System embodies City Experiences' 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.
    
    EQUAL OPPORTUNITY EMPLOYER:
    
    The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. The Company is committed to providing equal opportunity in all employment practices, including, but not limited to, selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, sexual orientation, religion, handicap or disability, pregnancy, service member status, citizenship status, or any other category protected by federal, state, or local law.
    
    Additionally, we encourage all qualified applicants, including those with past arrest or conviction records, to apply. The Company participates in the E-Verify program in certain locations.
    
    #priority-acq

Keywords: Hornblower, San Francisco , Group Services Agent - Alcatraz Cruises, Sales , San Francisco, California