Guest Services Coordinator
ABOUT US
We are a portfolio of four coastal tourism brands — Maine Day Ventures, Portland Discovery Land & Sea Tours, Cap’n Fish’s Cruises, and Hardy Boat Cruises — dedicated to delivering exceptional, memorable experiences on the waters and streets of Maine.
POSITION OVERVIEW
The Guest Services Coordinator serves as the primary point of contact for guests across all four brands. This is a high-volume, phone-forward role — the majority of each day is spent speaking directly with guests, answering calls, and resolving inquiries in a friendly and professional manner.
This is a newly centralized role designed to bring consistency and care to guest communication across the portfolio. The position reports to the Senior Manager of Private Tours & Charters. All private charter, corporate, wedding, and custom experience inquiries are escalated to that role.
PRIMARY RESPONSIBILITIES
Guest Communication & Phone Support
- Handle a high volume of inbound guest calls across all four brands in a professional and friendly manner
- Respond to guest emails across shared inboxes
- Assist guests with parking, directions, departure locations, and arrival instructions
- Answer questions about tour timing, tickets, and booking confirmations
- Help guests reschedule, correct bookings, and navigate common issues
- Provide accurate information about tours, schedules, and company policies
Reservation Assistance
- Manage bookings, guest notes, and reservation changes in FareHarbor
- Process basic booking adjustments, rescheduling requests, and guest account updates
- Escalate complex issues, complaints, and charter inquiries to the Senior Manager of Private Tours & Charters
- Maintain organized communication records and follow-up notes
Administrative Support
- Monitor and manage shared inboxes across all brands
- Support general office operations and cross-brand communication needs
- Assist with basic data entry and reservation management tasks
QUALIFICATIONS & REQUIREMENTS
- Genuine comfort and confidence on the phone — this role requires sustained, high-quality phone communication throughout the workday
- Strong customer service and written communication skills
- Highly organized, dependable, and able to multitask in a fast-paced environment
- Proficiency in FareHarbor or similar reservation software preferred
- Experience in hospitality, tourism, or customer service preferred
- Weekend and holiday availability required during peak season
IDEAL CANDIDATE
- Patient, personable, and genuinely enjoys helping people
- Calm and composed under pressure, especially during high call-volume periods
- Detail-oriented with strong follow-through
- Reliable and team-oriented across multiple brands and contexts
POSITION TYPE
- Full-time, part-time, or seasonal positions available
- Weekend and holiday availability required during peak season
Pay: From $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Flexible schedule
- Retirement plan
Work Location: In person
