Rider Services Supervisor - NYC Ferry

Salary - $24.18/HR with bonus potential

Hornblower is seeking a Rider Services Supervisor for our NYC Ferry operation in Brooklyn.

About You:

This person will be adaptable, dynamic, and embody Hornblower's RESPECT Service System.

About the Opportunity:

The Rider Services Supervisor will lead our Guest Services Team, encompassing our ticketing and concessions departments. The Supervisor will help set the tone for our Guest Services Agents, who are our eyes, ears, and friendly faces on the ground at each of our terminal locations. The Supervisor will be able to 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.

Essential Duties & Responsibilities:

• Consistently offer professional, friendly and engaging service.
• Assist with all guest needs.
• Manage Guest Services Agents' weekly/monthly schedules at various locations.
• Enforce company policies, rules, and regulations and enact disciplinary actions when necessary.
• Train Guest Services Agents appropriately.
• Give feedback during Guest 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 Guest 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.

Requirements & Qualifications:

• 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

About Us:

Hornblower's 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 Hornblower's 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 and Affirmative Action employer. We 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 statue, 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, Hornblower participates in the E-Verify program in certain locations.