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Guest Experience Supervisor

2 days ago

Gananoque, Canada Hornblower Corp Full time

City Cruises Gananoque ON, 208 Main Steet, Gananoque, Ontario, Canada Job Description Posted Thursday, January 29, 2026 at 8:00 AM 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 (ining 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: The successful Guest Experience Supervisor is responsible for overseeing the day-to-day operations of the Guest Experience Department providing guests and group tours with a level of service that anticipates their needs and exceeds their expectations. Responsibilities of the Supervisor include, daily supervision of crowd control, guest inquiries, boarding and ensuring a safe and secure environment for both guests and crew members. *Please note this is a seasonal/contract position* Competitive Wage Retention Bonus - up to $500.00 Complimentary Cruise Tickets & Uniforms Crew Recognition Awards Crew Referral - up to $200.00 per referral Crew Events Paid Training Duties and Responsibilities: Receives guests and groups informing them of boarding procedures; prints, sorts and distributes boarding passes on Point-of-Sale system. Regularly investigates variances and complaints, passes on customer service issues, late arriving groups, to Ticket & Retail Sales Manager Manages all ticket transactions ensuring they are in line with company policies and procedures. Ensures promotional vouchers and marketing material is received and accurate. Resolves customer issues, conflicts, and complaints professionally and in a timely fashion within the scope of authority; refers any unusual situations to the Ticket & Retail Sales Manager Manages the flow of guests and groups from the ticket/retail office to the departure/arrival docks. Assists with guest flow and ensures boarding of vessels is timely, safe and meets compliance standards. As required, assist parking and dock crew with flow of traffic and guest line management. Communicates all required pertinent information during pre-shift meetings. Daily distribution of floats and reconciliation of cash/credit and debit sales. Additional job duties assigned by Ticket & Retail Sales Manager Explain products and prices, and answers questions from guests. Assists Guest Experience Manager with monthly and year end inventories, display set-ups, maintaining inventory levels and receiving product when required. Use Point of Sale system to cash out guests’ retail purchases. Daily distribution of floats and reconciliation of cash/credit and debit sales. Participate in the management of the store’s visual image as determined by the Ticket & Retail Sales Manager Assist Ticket & Retail Sales Manager in revenue loss prevention and compliance. Assist Ticket & Retail Sales Manager in executing determined sales objectives and ensure they are reached or exceeded. Communicate the necessary information to the crew so they can achieve the sales objectives. Additional job duties assigned by Manager. Process and book group reservations requests, modifications, payments, cancellations, and other ticket orders received by phone, email, and other sources, while ensuring accuracy and completeness. Meet and greet guests and group tours working closely with group tour guides to ensure satisfaction during their cruises. Follow up with group tour guides after departure for feedback on the success of the cruise. Provide updates related to cruise date, time, and departure location to group tour guides. Support sales functions, site visits, charters, and events to ensure excellent service and sales. Resolve customer complaints regarding booking, ticketing, and special boarding needs and elevate to Guest Experience Manager when required. Maintains group contact information, accounts, various spreadsheets, and checklists. Additional job duties assigned by V.P. Sales & Marketing. Maintains a positive working relationship with other departments. Assists Guest Experience Manager to deliver ongoing Quality, Health & Safety, and training programs to department staff. Assist Guest Experience Manager in any medical, emergency, security and other risk/threat situation that may arise. Knows and understands internal policy and procedures and external requirements related to the position and department and assists in training crew in compliance of these policies and procedures. Takes overall responsibility and accountability for the prevention of work-related injuries and/or illness by identifying and communicating risks, hazards and opportunities on the job. Provides necessary measures (i.e. PPE) and allocates resources to keep the workplace safe. Maintains a neat, clean and well-groomed appearance. Reports to work on time and for all scheduled shifts. Completes any other duties as assigned by Ticket & Retail Sales Manager or Director of Operations. Requirements & Qualifications: O.S.S.D. or equivalent as recognized by the Ministry of Education. A minimum of two (2) years customer service leadership experience and/or marketing/sales experience required Proficiency with computer software applications such as Microsoft Office products is required Must have strong oral and written communication skills, including conflict resolution skills Must be able to read and write English; will be required to enter, transcribe and/or maintain tracking Strong understanding of the digital and social environment Cash handling and basic math skills are required; ability to collect money from group tour guides, guests and return proper change Strong attention to detail, leadership, customer service, organizational skills Must deal calmly and effectively with high-stress situations Ability to reach, bend, wipe, pull, move, life up to 40 lbs (18 kgs) and work for extended periods of time without sitting Must be able to work evenings, weekends, and holidays If required, wear assigned Personal Protective Equipment (PPE) (i.e. non-slip shoes, gloves, weather appropriate dress attire) 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, colour, 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. City Cruises Gananoque ON, 208 Main Steet, Gananoque, Ontario, Canada #J-18808-Ljbffr