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
City Experiences’ mission is to create amazing experiences. Our brand heritage dates back nearly 100 years and today our footprint spans 111 countries and more than 125 U.S. cities. We are proud to serve more than 30 million guests annually across our portfolio of water-based experiences, land-based experiences, overnight cruise experiences, and ferry and transportation services. 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.
Our successful team uses exemplary sales skills, engaging guest service skills and strong attention to detail to provide stellar results. Our team is extremely collaborative and motivated by a service oriented and incentive-based environment. Working from home, you will have the experience of working with customers within a high-volume sales and service environment. There are continuous opportunities for development and advancement in a growing company. The Excursion Expert will deal with more complex guest interactions and be a support for our Excursion Specialists.
The Excursion Expert will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.
ESSENTIAL DUTIES & RESPONSIBILITIES
Essential Responsibilities
Handle complex Guest Relation issues through to resolution.
To ensure that guests are being contacted and any issue resolved in a timely fashion. This role will be responding to issues submitted by email, social reviews, Service Cloud, OTA’s and any social media platform.
Manage single passenger projects. Reaching out to any reservation to where there is a single passenger, to decide if they should be assigned to another reservation.
Execute all cruise cancellation communication to our guests.
Manage and identify additional information required within Confluence to support colleagues.
Handle the positive feedback report by pulling the report, uploading into Confluence, and sending to the Team
Assist with resolving voicemails.
Assist with Slack audits to ensure the correct people are assigned to each channel.
Handle the pending order report to confirm that payments have been taken and/or cancel orders with no payment.
Responsibilities are the same as Excursion Specialists- as needed or directed by an EL or Ex Supervisor
Inbound Sales & Customer Service
Answer incoming calls promptly and professionally using learned City Experiences’ sales skills to explain products, services, and prices
Obtain guest information and accurately enter orders into reservation systems
Convert the maximum number of calls to sales
Assist in Omnichannel platform with Chat, SMS, Email and Social Reviews
Develop comprehensive knowledge of product offerings, product extras, pricing, and scripting for all standard products
Resolve guest problems using strong guest service skills and exercising diplomacy in keeping with company objective and guest retention
Process non-call reservations such as OTAs (Online Travel Agents)
Practice and follow the company’s RESPECT system and policies
Attend applicable meetings and training as designated or necessary
Performance will be measured by sales bookings, phone metrics, CSAT score, management evaluation, and feedback from guests and peers on the city’s team.
Execute other projects as assigned by management
REQUIREMENTS & QUALIFICATIONS
Must have an average CSAT score of 4.6 or above within the last 3 months
Must be in good standing with attendance
No issued verbal or written warnings within the last 3 months.
High school degree required, some college experience/degree is preferred
One (1) year customer service experience preferred; call center/reservation experience a plus
Must be available to work 40 hours per week, including required weekend availability; schedule is subject to change weekly according to operational needs
Must be able to work remotely and maintain a remote workstation where essential duties are able to be met
Must have excellent oral and written communication skills – expression and comprehension
Proficient computer skills including typing skills and the ability to navigate through multiple computer systems
Must deal calmly and effectively with high-stress situations
RESPECT SERVICE SYSTEM
Our Mission: We create amazing experiences.
Our Values: Respect, Environment, Safety #1, Professionalism, Exceed, Communication and Teamwork.
Our Operating Principles: HORNBLOWER 12
Foster diversity and inclusion.
Practice conservation and environmental responsibility.
Cultivate a safe and secure workplace.
Be on time. Come prepared.
Make data-driven, fact-based decisions.
Be decisive with 80:100 solutions (80% right, 100% implementable)
Expect to win – but compete as an underdog.
Embrace innovation and reinvention.
Listen and be responsive.
Strive for efficiency and transparency without politics.
Win as a team. Play your role.
Work hard, have fun, celebrate success.
EQUAL OPPORTUNITY EMPLOYER
City Experiences 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. Additional, City Experiences participates in the E-Verify program in certain locations.
Pursuant to applicable State and local laws, including but not limited to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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.