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Guest Services Lead
1 month ago
City Experiences is seeking a Guest Service Lead for our NYC Ferry operation in Brooklyn, NY.
About You:
This person will be adaptable, dynamic, and embody City Experiences' RESPECT Service System.
About the Opportunity:
NYC Ferry Rider Service Lead are our eyes, ears, and friendly faces on the ground at each of our terminal locations.
Lead will oversee daily operations and enforce policies and procedures (for example: agents in proper uniform,
following rules and regulations, doing described duties properly, boats on time, reporting)
Essential Duties & Responsibilities:
- Assist in training and re-training agents
- Oversee daily operations and enforce policies and procedures (for example: agents in proper uniform,
following rules and regulations, doing described duties properly, boats on time, reporting)
Maintain quality and aesthetics of all NYC Ferry locations (ticket booths, landings, boats) - Board and ride vessels with agents to ensure they are following all company and department policies.
- Report to the Director of Guest Services if any agents are wearing headphones, out of uniform, etc.
Assist with troubleshooting equipment (Fridges, POS, MPOS, TVMs, etc) - Assist supervisor with crew swaps.
- Be fully available and work weekend/holidays.
- Be knowledgeable and stay up to date with all NYC Ferry initiatives, programs, and offerings
Assist in setting up stanchions and queueing areas for all landings. Travel to various landings to audit the
crowd control agents. - Replenish NYC Ferry ticketing and concessions supplies when needed, including Ticket Vending
Machines. - Lead Agent will assist the agents get concessions product from other boats or Pier C when needed for in
service vessels. - Review agent paperwork, deliver to accounting
- Communicate any issue as soon as possible to supervisor (for example: any paperwork discrepancies,
if boat is falling behind schedule, any absences or lateness, agents needing disciplinary action) - Cover shifts on a temporary basis when needed
- Prepare, give out, manage and collect starting banks. Lead Agent will be responsible for auditing all
agent banks and assist agents in close out procedure onboard. - Assist in general cash handling duties
- Work with dispatch and contact center teams to disseminate information, report issues; make sure
riders and agents are informed - Additional job duties as assigned.
- 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
City Experiences' 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 City Experiences' 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.
The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law.
Additionally, we encourage all qualified applicants including those with past arrest or conviction records to apply. The Company participates in the E-Verify program in certain locations.
We encourage qualified applicants with arrest and conviction records to apply.
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