Guest Experience Ambassador

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 outhaul 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 hornblowercorp.com.

Position Summary

The Guest Experience Ambassador is responsible for guiding and assisting with the flow of passengers from the upper and lower-level areas. The Ambassador will provide an amazing customer experience, assist with crowd control, answer guest inquiries and ensure a safe and secure environmnent.

Duties And Responsibilities

• Scan tickets, distribute ponchos, count passengers and provide the count to Captains
• Safely board guests onto elevators and funicular upon arrival and exit
• Participates in the monitoring, removal and recycling of used ponchos to designated recycle area; operates compactor to recycle ponchos
• Loads guests on to boat in a timely manner; ensures all strollers and wheelchairs are kept in secured location
• Demonstrates a positive attitude and enjoys serving our guests in a fun and relaxing environment
• Greets guests, assists with special needs and resolves any concerns within scope of reference, forwarding any issues requiring escalation to Supervisor
• Works as a team to help where needed
• Maintains clean and safe work environment
• Answers guest inquiries and provides information to assist them with making choices regarding shopping, dining, and sight seeing
• Practices empowerment to solve a guest problem immediately and ensure guest satisfaction
• Ability to respond in a professional and efficient manner to any emergency or safety situation
• Attends mandatory training classes and department meetings as scheduled by department management. Participates in set daily training talks, pre-shift and applies learning to job specifications
• Adheres to all health and safety regulations
• Works with a safety mindset by following all safety policies, procedures and safety measures (i.e. PPE). Identifies and brings forward risks, hazards and opportunities on the job. Actively participates in health and safety in the workplace
• Maintains a neat, clean and well-groomed appearance (refer to appearance standards in employee handbook)
• Reports to work on time and for all scheduled shifts
• Understands all policies and procedures relating to the employee’s role within the company
• Maintains any applicable licenses and certifications
• Completes any other duties as assigned

Requirements & Qualifications

• O.S.S.D or equivalent as recognized by the Ministry of Education
• Minimum two (2) years working experience in a customer service environment (preferably in hospitality/tourism)
• Excellent organizational and troubleshooting skills
• Good communication and customer engagement skills
• Knowledge of another language in addition to English is preferred
• Must be able to work all shifts including days, weekends and holidays
• Ability to reach, bend, stoop, wipe, push, pull, move or lift up to 35 pounds (16 kilograms)
• Walk, stand, sit and work in all types of weather conditions for extended periods
• Continually and repeatedly perform functions indoors and outdoors
• If required, wear assigned Personal Protective Equipment (PPE) (i.e. non-slip shoes, gloves, weather appropriate dress attire, sun protection)

City Cruises Canada does not use AI technology in any part of the recruitment process.

Hornblower is proud to be an Equal Employment Opportunity employer. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of harassment and/or discrimination of any type, including but not limited to discrimination and/or harassment based upon race, citizenship, place of origin, color, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, genetic characteristics, receipt of public assistance and record of offences. City Experiences employment and workplace decisions will be based on company needs, job requirements and individual job qualifications and skills. City Experiences will comply with provincial and federal legislation relating to equal employment opportunities and employment equity.