Assistant Guest Services Manager

Salary Range: $24.00 to $26.00 per hour

City Experiences is seeking a Assistant Guest Services Manager for our operation in San Diego.

About You:

This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

About the Opportunity:

A successful Assistant Guest Services Manager oversees daily ticketbooth operations to ensure efficient service for harbor tours, dinner, brunch, and specialty cruises. Responsibilities include managing ticket sales, coordinating with departments, maintaining high guest service standards, supervising and training staff, and ensuring compliance with operational policies for a seamless and hospitable guest experience.

Essential Duties & Responsibilities:

• Supervise and coordinate the daily operations of the ticket booth.
• Ensure efficient ticket sales by team members.
• Collaborate with the Regional Director of Sales (RDOS) and Assistant Director of Sales (ADOS) to maximize department sales.
• Verify all special offers and discounts in coordination with the ADOS.
• Schedule all department personnel.
• Provide counseling and coaching to employees to ensure high performance.
• Hire and oversee the training of new employees in the department.
• Maintain a focus on delivering excellent customer service to guests.
• Keep the department’s crew and reference manuals up to date, ensuring personnel are informed of new policies or important information.
• Assist with accounting and equipment management duties, ensuring the department maintains high standards of cash handling.
• Ensure inventory control systems are implemented and followed.
• Maintain records of personnel performance, labor costs, attendance, and overtime within the department.
• Requisition supplies and equipment for the ticket booth and conduct monthly inventory checks.
• Serve as the lead in guest services, ensuring a smooth guest experience during ticketing, photography, and boarding at all locations. Collaborate with senior management to resolve guest issues when necessary.
• Foster collaboration between the ticket booth and other departments within Hornblower.
• Coordinate with the housekeeping department to ensure smooth operations.
• Perform additional duties as assigned by the ADOS.
• Always maintain a warm and friendly demeanor.
• Run weekly balance-due reports and communicate outstanding balances to Sales Managers.
• Create and maintain the SD Weekly Events Meeting Notes spreadsheet; implement changes as directed during weekly catering calls, including event schedule updates and notifications of changes.
• Conduct a Monthly Event Schedule Audit to identify potential conflicts, capacity issues, and discrepancies.
• Monitor the CA Public Cruise Support Teams channel.
• Additional job duties as assigned.

Requirements & Qualifications:

• Working knowledge and interest in sales and management
• Knowledge of Microsoft Office applications, including Work and
• High school diploma required, college degree preferred
• Ability to do basic math including addition, subtraction, division & multiplication.

About Us:

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.