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 for our guests. The successful Social Sales Administrator will handle all duties as it relates to the management of all administrative duties as guided by the Director of National Sales.
Duties and Responsibilities:
Maintain employee scheduling records, process punch edits, manage time-off requests and ensure schedule files remain accurate and up to date
Oversee maintenance, organization, and accuracy of team’s shared drive and Confluence documentation
Attend meetings, record detailed notes, and distribute meeting recaps and action items to the team
Provide phone support and assist with lead generation efforts to drive sales opportunities and enhance guest engagement
Manage and respond to inbound sales email inquiries in a timely and professional manner
Monitor and manage social team voicemail communications, ensuring prompt follow up and resolution
Ensure all cruise turnover processes are completed accurately and efficiently, providing additional support when necessary
Assist with coverage of team responsibilities during employee absences, including out-of-office support as needed
Effectively interacts with accounting departments
Regularly audits group payments due, ensuring that no cruise boards without payment in full
Support Account Managers by providing lead coverage, maintaining books of business and assisting with guest follow up activities
Coordinate team recognition initiatives, including the administration of the RESPECT program, birthday and work anniversary acknowledgements
Conduct Tier 3 lead outreach and follow-up activities to maximize conversion opportunities
Maintain and update sales forecasts during the Director’s absence to ensure continuity of reporting
Become proficient in Anchor Reservation System, Talkdesk Phone System and Salesforce CRM System
As directed, handle guest’s complaints, with a focus on complete resolution and guest satisfaction
Perform additional administrative, operation and sales support duties as assigned
Requirements & Qualifications:
Minimum of two (2) years of previous related work experience required
Bachelor’s degree preferred
Communicate effectively in written and oral form
Maintain a high level of organization
Be detail-oriented
Handle multiple tasks/projects at one time
Focus on guest needs
Meet deadlines
Establish and maintain effective working relationships as required by job responsibility
Listen effectively, assess the situation, determine relevant issues and suggest solutions
Work with Microsoft Office applications
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.
Hornblower Group is a global leader in experience and transportation with a 100-year history. The company operates City Experiences, offering dining and sightseeing cruises and food tours through brands including City Cruises, Walks, and Devour. City Ferry, its ferry and transportation division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying over 10 million passengers annually and operating services such as NYC Ferry and Puerto Rico Ferry. Hornblower Group also owns subsidiaries including Hornblower Marine for vessel maintenance services, Seaward Services for shipping and waterfront logistics, and Anchor Operating System for reservation and ticketing services.
