{"id":3173232,"url":"https://alion.io/job/city-experiences-guest-experience-guest-experience-supervisor","title":"Guest Experience - Guest Experience Supervisor","company":{"id":1891988,"name":"City Experiences™","domain":"hornblower.com","url":"https://alion.io/company/hornblower-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":92,"open_postings":55,"ghost_share":0,"stale_share":0.309,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cataño, Puerto Rico"],"countries":["PR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":73000,"max_usd":170000,"period":"year","method":"role_country_seniority_unknown","sample_n":15150},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-23T07:00:00Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-23T19:09:50Z","board_verified":false,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"Position Summary:\nThe role of the Guest Services Supervisor oversees the guest service operations for all experiences around the port. This includes coordinating & serving as a liaison for all vessels. This role will work in conjunction with the Guest Services Manager and Events Team to ensure there is adequate front of house coverage for all cruises, ferries, private charters, group bookings and moonlight cruises. This role will also maintain communication with the marine crew on all vessels to ensure everyone on the Guest Services team and Marine team remain updated on any information relevant to the boarding process.\nDuties and Responsibilities:\nResponsible for putting out the daily booth/gate assignments for the agents.\nLead and participate in daily pre-shift meetings at all locations (in conjunction with Operations crew).\nWork with the Guest Services Manager (GSM) and Assistant Guest Services Manager (AGSM) to train all agents on reservation and scanning platforms.\nAssist guests at all ticket locations with sales transactions and provide information regarding all cruise opportunities.\nEnsure all operating roles are covered – stepping into any role when support is needed (both in the Ticket Office and at the boarding gates).\nWork alongside IT to update equipment in each booth when technical issues occur and implement necessary solutions.\nResponsible for keeping guests informed on any/all safety protocols, both at time of ticket purchase and when guests board at gate.\nWhen serving as the supervisor on duty, assisting operations with any guest escalations & cruise cancellations.\nResponsible for keeping the booths organized, and ensuring all standard operating procedures are being followed by the team.\nResponsible for ensuring all closing procedures are carried out, including tracking, and securing inventory, as well as maintaining cleanliness of the ticket booths when serving as the supervisor on duty. \nResponsible for providing daily recaps to GSM and AGSM.\nAdministrative Duties\nWork with the GSM and AGSM to assist with employee relation inquiries and employee performance. \nSupport Operations Department with updates to capacity limits and time changes.\nCoordinating the Guest Service representatives schedule for the cruises in conjunction with the GSM and AGSM.\nParticipate in weekly team meetings with Management and the Guest Services Team to ensure everyone is up to date on cruise schedules and offerings.\nAdditional job duties assigned. \nRequirements & Qualifications:\nStrong customer service, organization, and interpersonal skills.\nExperience with ticketing or box office software.\nMaintain a high level of organization, detailed oriented and meet deadlines.\nHandle multiple tasks/projects at one time.\nEstablish and maintain effective working relationships as required by job responsibility.\nListen effectively, assess the situation, determine relevant issues, & suggest solutions.\nHave a working knowledge of computer skills, including but not limited to proficiency with Microsoft Office Suites.\nMust be able to effectively understand and convey written and verbal information to coworkers and guests.\nMaintain uniform and personal grooming in compliance with appearance standards.\nWill be required to be available for work nights, weekends and on all major holidays.","description_format":"text","description_chars":3319,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Travel & Tourism","Public Transport","Tour Operators"],"lifecycle":[{"event":"open","at":"2026-10-23T19:09:50Z"}],"visa":[],"liveness":{"score":84,"band":"hot","label":"Hiring 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