Guest Experience Assistant

Hornblower Corp; Greater London; Vor Ort; GBP 12.000 - 18.000; Vollzeit

Zusammenfassung

City Cruises UK, part of the City Experiences division of the Hornblower Group, operates sightseeing cruises across London. This role sits with the Pier Crew to greet guests, manage ticketing, and assist with boarding and disembarking while promoting on-board products.

You will deliver friendly, professional service, maintain safety and cleanliness, and contribute to daily revenue through proactive selling and guest engagement across the piers.

Qualifikationen

• Previous guest services or hospitality experience.
• Able to upsell and promote products.
• Excellent communication and teamwork.
• Willing to work varied shifts including evenings and weekends.
• GCSE English and Maths (or equivalent).

Aufgaben

• Provide outstanding hospitality to guests at ticket offices and piers.
• Assist guests with boarding and managing passenger flow.
• Meet daily revenue targets through ticket sales and promotions.
• Handle cash and card payments in line with company policy.
• Maintain cleanliness and safety across common areas.
• Complete daily forms and logs and support events.

Kenntnisse

Customer service

Upselling

Cash handling

Communication

Teamwork

Problem solving

Attention to detail

Ausbildung

GCSE English & Maths

Tools

POS systems

Mobile apps/customer apps

Jobbeschreibung

GUEST EXPERIENCE ASSISTANT – PIER CREW

POSITION SUMMARY

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.

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
• 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

REQUIREMENTS

• 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