Rider Services Supervisor

Hornblower Group is a global leader in experience and transportation. With a 100‑year history, Hornblower Group offers water‑ and land‑based experiences, ferry services, and more. The portfolio covers over 10 countries and 50 U.S. cities, and serves more than 20 million guests annually. Headquarters in Orlando, Florida with offices around the world. For more information, visit

The Rider Services Supervisor will lead our Rider Services Team, encompassing our ticketing and concessions departments. The Supervisor will set the tone for our Rider Services Agents, who are our eyes, ears, and friendly faces on the ground at each terminal location. The Supervisor will act as and train others as a ticket agent, customer service representative, concessionaire, and ambassador to the many passengers exploring the unique neighborhoods that NYC Ferry serves.

Bonus potential.

• Consistently offer professional, friendly and engaging service.
• Assist with all guest needs.
• Manage Rider Services Agents' weekly/monthly schedules at various locations.
• Enforce company policies, rules, and regulations and enact disciplinary actions when necessary.
• Train Rider Services Agents appropriately.
• Give feedback during Rider Services Agent performance reviews.
• Communicate clearly with management about any issues that need attention.
• Use forethought to anticipate issues that may arise and use creative thinking to suggest solutions.
• Make staffing change recommendations as needed.
• Review and manage end‑of‑shift paperwork done by Rider Services Agents for accuracy or any issues.
• Make cash deposits.
• Maintain ticketing “home base” and ensure correct equipment is in use and facility is in working order, clean, and organized.
• Fill‑in on a temporary basis for any Agents' shifts that need coverage.
• See to Ticket Vending Machine maintenance.
• Daily and weekly reports concerning ridership numbers, passenger information and staffing expenses.
• Demonstrate RESPECT Values and QUEST Hospitality Behaviors with internal and external guests.
• Hold yourself and all employees accountable to the Environmental, Safety, Security and Quality Respect and SMS systems of the organization and work to support the HSSQE team to implement such systems, plans and control of records and documentation.
• Additional job duties as assigned.

• High School Diploma or equivalent.
• Previous experience in ferry, transit, hospitality or attraction industry.
• Experience working in customer service, retail, or visitor services.
• 3 years’ experience as a supervisor or manager preferred.

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Hornblower will consider qualified applicants with arrest and conviction records in a manner consistent with fair chance or other applicable laws and regulations.

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.

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.