Seasonal Rider Services Agent - NYC Ferry

Job Description:

Hornblower Group is a global leader in experiences and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water-based experiences (dining and sightseeing cruises), land-based experiences (walking and food tours) and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers land- and water-based experiences as well as ferry and transportation services. 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 marine services company specializing in the operation, maintenance and repair of government and privately owned 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:

NYC Ferry Seasonal Rider Service Agents are our eyes, ears, and friendly faces on the ground at each of our terminal locations. Agents will act as ticket agents, customer service representatives, concessionaire and ambassador to the many passengers exploring the unique neighborhoods that NYC Ferry serves. They are responsible for selling tickets, answering questions, and managing queues.  Part-time Seasonal hourly rate of $17.56.  Weekends and holidays a must.

Duties and Responsibilities:

• Ensuring all passengers have a pleasant experience and are informed about the different ways to purchase tickets (either via Ticket Vending Machines, our Mobile App, or through Rider Service Agents). 
• Must be able to handle money and tickets accurately and responsibly and effectively handle cash and credit card sales in high volume and quick-paced environment. 
• Responsible for accurate cash counts and deposits. 
• Promote the Mobile Ticketing App. 
• Act as ambassador who promotes all things ferry. 
• Knowing and communicating information about the ferry service, including rules, regulations, and basic knowledge about the neighborhood where assigned. 
• Most positions require working alone, but some may require working with a partner. 
• Contacting managers with information regarding any major ferry delays, incidents, or passenger complaints. Including filing reports with your Supervisor regarding any ADA/Discrimination complaints from passengers.
• Set up and break down of ticketing cash drawer, filling out paperwork related to ticket sales. 
• Communicating with other rider service agents in other locations regarding vessel delays or other information. 
• Constantly and consistently making proactive announcements to passengers between departures.
• Maintaining a manageable queue for waiting passengers. Keep the queueing area organized, clean and clear.
• Assisting customers when boarding the vessel in order to ensure that they have correct tickets and are aware of the direction they will be traveling on each vessel. 
• Manning the ticket window or location during hours of operation. Agents are not permitted to leave their assigned location without approval from a Supervisor.
• Selling ferry tickets via cash or credit card. 
• Selling on-board concessions. Managing inventory onboard the vessels. This requires setting up your concessions area by putting out all shelves and products and keeping shelves stocked at all times. This also requires the concessions area to be setup with an alcohol display.
• Checking product quality by monitoring expiration dates and reporting any expired or damaged products to your Supervisor.
• This position may require the ability to stand for long periods of time and work outdoors in all weather conditions. Rider Service agents are not permitted to utilize passenger seating areas or tables for personal use.
• Rider Service agents will assist in training new hires as needed for upland and concessions shifts.
• Demonstrate RESPECT Values 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. 
• Understand and follow all RESPECT procedures that relate to your job duties.  
• Work with a “safety-first” attitude. 
• Minimize your impact on the environment when at work. 
• Treat our customers with RESPECT at all times. 
• Accurately complete all documentation including payroll, time sheets, revenue reports, paperwork, and invoices on a timely basis.  
• Know and understand internal policy and external regulatory requirements that relate to your position and department. 
• Other duties as assigned 

 Requirements & Qualifications:

• Position requires working on the Brooklyn, Queens, and Manhattan waterfront. 
• Previous experience in ferry, transit, hospitality, or attraction industry preferred. 
• Experience working in customer service, retail, or visitor services a plus. 
• Standing, bending, stooping, and lifting weights up to and including 60 lbs. may be required.   
• A hospitable service atmosphere must be projected at all times. 
• Ability to work weekends and holidays is a must.
• Must be at least 18 years of age

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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.

EEO / Disabled / Protected Veteran Employer. 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.