Group Services Agent
Alcatraz Cruises, LLC - San Francisco, CA

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The agent will work in the office processing group reservations, answering group phone lines and email. This person will also act as the onsite representative for the Group Services Department where the agent will conduct youth group orientations, troubleshoot and assist groups who arrive at The Pier 33 Landing without reservations.

· Process group reservation requests, send invoices and confirmations

· Provide interested groups with appropriate information forms to complete

· Reply to group-dedicated email inquiries

· Answer group-dedicated phone calls

· File past reservations according to specific group-type

· Data entry for Group Services’ reports pertaining to passenger counts and revenue

· Conduct school group orientations and provide the required documentation to all group leaders

· Direct pedestrian traffic onsite when guests board and disembark vessels

· Confirm reservation details with groups due to arrive in 72 hours

· Troubleshoot through ticketing software if guests claim there are any discrepancies

· Contact the National Park Service if groups arrive late (with supervisor/manager approval)

· Process group requests if they arrive onsite and did not make prior reservations


· T

wo years customer service/hospitality or marketing/sales experience required · Proficiency in Microsoft Word, and Excel, is required · High School Diploma or equivalent required; some college coursework preferred

· Knowledge of another language in addition to English is preferred

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