Customer Service Assistant

Job content

City Cruises UK is part of the City Experiences division of the Hornblower Group, a global leader in world-class experiences and transportation services. We operate public dining and sightseeing cruises as well as private charters for corporate events, birthday parties, weddings, or other special occasions across London, Poole, and York.

This is a 6month FTC with a 2 week Rota pattern including weekends and bank holidays

The Guest Experience / Customer Service Assistant – known internally as Boat Crew supports us in our mission to creating amazing experiences for our guests by delivering a professional, polite, and proactive service throughout their journey. As a member of our onboard team, the Guest Experience Assistant will also operate as a member the Crew, supporting the captain in routine and emergency situations such as the recovery of man over board, crowd control, evacuation, firefighting, first aid and any other safety matters as required.

ESSENTIAL DUTIES & RESPONSIBILITIES

Customer Service

• § Provide exceptional hospitality to guests and coworkers as prescribed in our RESPECT service system
• Ensure that the highest level of customer care is shown at all times to ensure a clean, comfortable and safe environment for all our passengers
• Greet and welcome guests onboard our vessels in a polite and courteous manner at all times

Safety

• Adhere to all Health and Safety requirements in accordance with the company’s Safety Management System (SMS), ensuring the safety of passengers is protected at all times
• Participate in routine safety drills to prepare for major incidents
• Maintain the cleanliness and safety of all common areas
• Manage visitor flow, especially when large groups of passengers are on-board the vessel
• To ensure safe mooring of the vessels at all times with extreme caution when embarking and disembarking passengers in accordance with the Company’s SMS.
• To report any maintenance checks or incidents as per the Company’s SMS.

Sales

• Work as part of the onboard team selling drinks, snacks and upselling Meal Deals.
• Actively promote our local and global products and services
• Administrative/Other
• Completion of all pre-departure forms and checklists
• Full completion of all daily forms and logs
• Support with the delivery of Special Events
• Be prepared to begin work at scheduled time
• Maintain uniform and personal grooming in compliance with appearance standards
• Additional duties as may reasonably be required
• Be an Ambassador for our RESPECT Service System

REQUIREMENTS & QUALIFICATIONS

• Previous experience in a guest services/customer facing role within the visitor attraction/hospitality industry
• A willingness to proactively approach guests
• Customer Service orientated – Actively looks for ways to promote our business and enhance the guests’ experience
• Ability to work effectively as part of a collaborative team to increase on-board sales
• Excellent communicator with the ability to effectively understand and convey written and verbal information to guests and coworkers
• Demonstrable experience in upselling and cross-selling multiple products and services
• Available to work shift patterns covering Monday to Sunday and inclusive of public/bank holiday and some evenings to assist with special events
• Able to work for extended periods of time without sitting

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Salary: £11.44 per hour

Expected hours: 42.5 per week

Benefits:

• Additional leave
• Company pension
• Employee discount
• Referral programme
• Sick pay

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Weekend availability

Application question(s):

• This is a fixed term contract until November 2024 - are you happy with this type of contract?
• This role will include some evenings, weekends and bank holidays - are you happy with working these days?

Experience:

• customer service: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person