Front of House Manager

*Classic Harbor Line - Front of House Manager* Our mission at Classic Harbor Line (CHL) is to exceed expectations of hospitality aboard our multi-passenger classic yachts.
We believe that hospitality is a warm welcome and the continued care and appreciation of our passengers and each other.
We believe genuine care for others is fundamental to achieving our safety standards.
The Classic Harbor Line Front of House (FOH) Manager provides a wide range of support for supervising and coordinating the front of house team and ensuring a welcoming customer experience from booking to checking in to boarding the vessel.
*Responsibilities Include:* - Managing a team of “Land Ambassadors” (LAs), our front of house ticketing staff members, in all procedures and duties, including scheduling and timekeeping.
- Train new LAs in all procedures.
- Sell tickets for walk-up guests and via phone calls to our ticketing booth.
- Contact guests and manage follow up when trips need to be amended or canceled due to weather, maintenance, scheduling needs, private charter bookings, etc.
- Be well-versed in our sails/cruises offerings - Monitor and adjust seating charts to optimize inventory, open outdoor seating when weather-appropriate, and fulfill guest seating requests.
- Promote private charters and answer general private charter related questions.
- Greet and check in guests - Use FareHarbor to track ship manifests, payment/identification verification, and affiliate bookings.
- Hand out boarding passes, ensuring the correct amount, and especially no more than the vessel’s maximum capacity - Read notes in private charter events to prepare to greet and assist clients - Help to ensure timely boarding and departure to keep the vessels on schedule - Keep track of the event schedule in FareHarbor and address any conflicts, inform any LAs whose schedule is affected by event cancellations, additions, etc.
- Serve as the first contact for customer service issues.
Listen attentively, communicate effectively, and address any concerns promptly and satisfactorily.
- Wear CHL uniform and apparel or professional attire when interacting with guests.
- Complete daily tasks and paperwork - Follow opening and closing procedures - Check phone messages and emails and respond to all messages as soon as possible.
- Dock surveillance and general safety measures - Keep a watchful eye on the boarding gate and our dock to prevent unauthorized entry.
- Assist with any emergency situations that may occur while vessels are underway.
- Notify Chelsea Piers security if there are any threatening safety concerns with the public or threatening conditions with the pier or docks.
- Assist in vessel docking and undocking.
- Collaborate with the General Manager to continuously improve operations models and report on successes and opportunities for growth.
*Skills and Other Requirements:* - A minimum of 2 years of hospitality management experience, preferably in a high-volume environment.
- Ability to de-escalate interactions with guests and the general public.
- Strong desire and ability to develop new initiatives to increase ridership and sales and improve customer experience.
- Experience in a front of house position managing ticketed events is strongly preferred.
- Willingness to learn basic maritime and seamanship skills.
- Ability to hold yourself and team members accountable to consistently meet customer service standards.
- Basic computer knowledge, including MS Office, Google Suite, and scheduling software.
Previous experience with online ticketing platforms.
- Flexibility to work various shifts, including some nights, weekends, and holidays.
*Work Location* Chelsea Piers, New York *Compensation and Benefits* - Salary: $60,000 plus ticket sales commissions - Benefits: health, dental, PTO, sick leave, 401k with employer match - Discounted gym membership at Chelsea Piers Fitness *To Apply* Send resumé and cover letter to *employment@classicharborline.
com* Posting open until filled.
Job Type: Full-time Pay: $60,000.
00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Employee discount * Health insurance * Paid time off * Paid training * Vision insurance Experience level: * 3 years Shift: * Day shift * Evening shift Weekly day range: * Monday to Friday * Weekends as needed Work Location: In person