What are the responsibilities and job description for the Guest Service Agent - Cross Bay Ferry position at Land & Sea?
Get Ready to Go Beyond with Land & Sea
Grounded in our core values—integrity, a strong work ethic, and meaningful relationships—Land & Sea operates internationally across 11 locations with 8 trusted partners, focusing on three key segments : Marine , Destinations , and Advisory .
We excel in delivering through contract services, driving value for clients and partners, and setting new industry standards—with a proven team dedicated to execution.
About the role
Guest Service Agent is responsible for providing efficient and professional customer service to passengers by handling ticket sales, processing transactions, answering inquiries, and assisting with boarding and disembarkation. This role requires accuracy in cash handling, adherence to company policies, and a strong focus on customer satisfaction. The Guest Service Agent also plays a key role in ensuring a smooth passenger flow, maintaining organized operations at the ticket booth, and assisting with vessel-related tasks as needed.
What you'll do
- Responsible for handling ticket fares, bank deposits, and balancing deposits / money bags; perform deposits within guidelines provided by the General Manager.
- Generate settlement and recap reports as required.
- Meet “standards for service” behaviors.
- Use recovery steps to respond to others who are dissatisfied.
- Make hospitality standards an important part of day-to-day duties.
- Be an example of Service Excellence for others; sets example for values during times when there is conflict and stress.
- Solicit feedback; take action to continuously improve.
- Present professional level of customer service and appearance to all clients, both internal and external.
- Serve as primary Company representative to passengers aboard vessel while underway and ashore
- Anticipate guest needs and questions and proactively respond; aim to exceed expectations.
- Assist in boarding and disembarking of passengers including maintenance of passenger counts, ticket sales, as well as respond to questions from the public.
- Assist with getting the vessel underway : mooring, anchoring, and handling lines, ship’s ramps, and shore side facilities, as requested.
- Collect and sell tickets, using credit card systems and cash sales.
- Ensure ticket authenticity and maintain required documentation for tolls collected and tickets sold.
- Guarantee cash and credit card authenticity by utilizing available means, i.e. fraud detection pen.
- Report pedestrian counts to the Captain or General Manager as directed.
- Perform assigned tasks within legal requirements of U.S. Coast Guard and other regulatory agencies, as applicable.
- Maintain a clean work area.
- Remain true to and champion the Company’s Core Values and Code of Conduct.
- Safety First – Safety shall remain the highest priority at all times
- Consider reliability and efficiency with regard to Company operations.
- Other duties as assigned
Qualifications
Land & Sea is committed to providing equal opportunity in all employment practices, including, but not limited to, selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender identity, gender expression, religion, marital status, domestic partnership status, disability, pregnancy, childbirth, breastfeeding status, medical condition, genetic information, military or veteran status, service member status, citizenship status, arrest or conviction records, political affiliation, status as a victim of domestic violence, assault, or stalking, family care or medical leave status, or any other category protected by federal, state, or local law.
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