Guest Experience Assistant

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.

Operating as the first point of contact for our visitors, the Guest Experience Assistant - Pier Crew supports us in our mission to create amazing experiences for our guests by delivering a professional, polite and proactive service at the Ticket offices and across the Piers. As a member of the Pier Crew, you will rotate between working as a sales agent in our ticket office, managing passenger flow and assisting guests with boarding and disembarking of our vessels.

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

Process pre booked Voucher and Trade customers accurately and efficiently at the ticket office ▪ Deliver clear and effective Communication to customers in regards to service delays or cancellations.

Troubleshoot discrepancies with customers' tickets / boarding information

Responding to customer queries using your knowledge of London, its attractions and City Cruises products

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

Sales

Work as part of the Pier team to ensure that Daily Revenue Targets are met by selling a variety of tickets for our local Sightseeing, Attractions and Dining products

Actively promote our local and global products and services

Strive to meet daily targets through a proactive and planned approach, actively promoting on-board/ticket promotions as appropriate

To account for all cash handling and credit card payments accurately and in accordance with company policy and procedures

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

Previous experience in a guest services/customer facing role within the visitor attraction/hospitality industry

Previous experience of providing an "At Seat" service with 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 achieve on-board sales/revenue targets

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

Flexible "can do" approach with the ability to stay calm and work well under pressure

Intermediate level Maths and English language skills (minimum A-C at GCSE level or equivalent)

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

Desirable though non-essential

Experience with POS systems, apps and software highly desirable

Ability to speak a second language

Relevant industry/customer service related qualifications