Guest Service Agent - Boston Harbor City Cruises

City Experiences is seeking a Guest Service Agent for our Boston Harbor City Cruises operation in Boston, MA.

About You:

This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

About the Opportunity:

We are currently seeking friendly, upbeat individuals to join our Guest Services Team, responsible for providing excellent support to our customers at our Boston ticket and boarding locations. If you enjoy interacting with people from all over the world, are tech savvy, have an outgoing personality, then this could be the role for you. Guest Service agents will be scheduled at our various ticketing and boarding locating around the Boston waterfront – supporting our various experiences such as our Whale Watch, Provincetown Fast Ferry, Dining Cruises on the Odyssey and Spirit and so much more.

Essential Duties & Responsibilities:

• Provide excellent customer service to all guests who visit our ticket booths and boarding locations.
• Well versed on all BHCC products, able to up-sell and cross promote all experiences.
• Communicate information to guests regarding cruise offerings, schedules, availability, and directions for getting to the boarding locations.
• Capacity to keep calm in a busy, fast-paced work environment.
• Guest Service Agents will be stationed out of our three Boston locations ( Long Wharf, Rowes Wharf, Seaport) and will be trained to assist with our ticket sales and support the passenger onboarding experience at each gate.
• Understanding and familiarity with Anchor, City Experiences’ Reservation platform and Dock Access, City Experiences’ ticket redemption system.
• Provide directions to points of interest in the area, such as historical sites, restaurants, attractions, etc.
• Familiarizing yourself with all BHCC’ third party partner tickets, with an understanding of the redemption process both at the Box Office and the boarding locations.
• Responsible for keeping guests informed on any safety protocols (vaccine screening, mandatory masks, etc) both at the time of ticket purchase and when guests board at gate.
• Capable of following protocols around equipment checkout, card & cash transactions, and opening/closing shift procedures.
• Indoor & Outdoor Position: Flexibility with working in our ticket booths as well as outside greeting guests at our boarding locations.
• Additional job duties assigned.

Requirements & Qualifications:

• An outgoing personality, able to interact with guests in a friendly, courteous manner.
• A sincere interest in learning all aspects of customer service and sales.
• Ability to retain product information and understand Boston tourism.
• Computer Literacy: Ability to learn our Reservations platform and ticketing portals for voucher redemption.
• Work cooperatively as part of a cohesive team, following company guidelines and supervisors’ direction.
• Knowledge of the Boston and Waterfront area (to give directions to area restaurants and attractions)
• Ability to follow a detailed and highly structured set of policies and procedures
• A positive, "can-do" attitude as part of a well-functioning team
• Variety of shifts available (Opening/ Closing) - Based around Cruise Schedules
• Seasonal Position: March to November, with the possibility of becoming a year-round position after successfully working through our full season.
• Ability to cover at least one weekend day throughout a portion of the season – as well as support on peak season holidays such as Memorial Day, July Fourth, and Labor Day.
• Other duties as assigned.

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.

The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable 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.