Guest Experience Agent - Liberty State Park, NJ

Hornblower Group Inc.•Jersey City, NJ

About The Position

The Guest Services Agent is responsible for the end to end customer care for all guests at Battery Park, Liberty State Park, Liberty, and Ellis Island, depending on where the individual is assigned. The Guest Services Agent provides guests with boat schedules, ensures proper line management, crowd control, fields all possible guest questions, provides orientation and acts as a guest liaison for the company. The individual is also responsible for exemplary customer servicing, serving as the face of the company.

Requirements

One plus years in customer care of guest servicing preferred.
Possess strong verbal skills and is comfortable working with people.
Requires outstanding communication skills and organizational skills.
Basic mathematical skills are also required.
Basic computer literacy, able to operate Word, Excel, etc.
Flexibility to work evening, weekend and holiday hours.

Responsibilities

Accurately handle cash, credit card and mobile payment options when handling ticket sales as required.
Sell and promote ticket options to visitors in an efficient and friendly manner.
Process will call orders as well as pass packages.
Responsible for line management and ensuring that guests are notified ahead of time of their options.
Responsible for providing guests with orientation and ensuring that they are on the right lines.
Must provide guests with exemplary customer service while still expediting the boarding process.
Interact as needed with NPS and all other staff on the islands.
Responsible for the preparation of guest service reports, synthesizing customer comments and reporting general servicing issues to management.
Responsible for ensuring proper schedules and signage are posted and updated.
Responsible for ensuring guests get to their destination and that all guests have disembarked from the islands at the end of the day.
Responsible for all customer responses as directed by Ticket Sales Supervisor/Guest Service Manager.
Regular attendance in conformance with the standards, which may be established by Statue Cruises from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Upon employment, all employees are required to fully comply with Statue Cruises rules and regulations. Employees who violate Statue Cruises rules and regulations will be subject to disciplinary action, up to and including termination of employment.
Additional job duties as assigned