Assistant Guest Services Manager - Boston Harbor Cruises

Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands.
City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems. Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel out‑haul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc.,

a full‑service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial 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

The role of the Assistant Guest Services Manager is to support all aspects of the Guest Experience Team. This position will work with the Guest Services Supervisors on training the team of representatives on the ticketing platform across the port locations and coordinate schedules to support the port.

• Ensure all operating roles are covered – stepping into any role when support is needed both at the ticket booth and the boarding locations.
• Work with the Guest Services Supervisors to train all agents on reservations and scanning platforms for all locations.
• Assist guests at port locations with sales transactions and provide information on upselling cruise opportunities.
• Responsible for keeping guests informed on any safety protocols both at time of ticket purchase and when guests board at gate.
• When serving as manager on duty, assisting operations with any guest escalations & cruise cancellations.
• Support Operations Department with updates to capacity limits, time changes, location changes and cancellations within the ticketing system.
• Assist with maintaining the proper scheduling of all guest services personnel, ensuring optimal coverage.
• Assist with time and attendance for personnel, including time off requests and approvals, ensuring accuracy and compliance to maintain efficient staffing levels.
• Ensure that direct reports meet company standards based on their individual job descriptions and areas of responsibility.
• Works to ensure compliance with all company policies.
• Assists Guest Services Manager and Human Resources Department to help handle and resolve personnel issues.
• Assists the Guest Services Manager, Human Resources and Talent Acquisitions team to recruit, hire, train, and retain all staff within the port.
• Collaborate with management to ensure budgetary guidelines are met.
• Additional job duties assigned.

• Bachelor’s Degree preferred.
• 1–2‑year experience in a customer service‑related role.
• 1 year of Supervisor/ Management Experience preferred, but not required.
• Experience with ticketing or box office software.
• Strong customer service, organization, and interpersonal skills.
• Maintain a high level of organization, detailed oriented and meet deadlines.
• Handle multiple tasks/projects at one time.
• Establish and maintain effective working relationships as required by job responsibility.
• Listen effectively, assess the situation,…