Guest Experience Assistant (Cabin Crew)

Hornblower Corp; Greater London; Hybrid; GBP 21,000 - 32,000; Full time

Job summary

Hornblower Corp is seeking a Guest Experience Assistant – Cabin Crew to deliver professional onboard hospitality and proactive guest service. You will support the Captain and Crew in routine and safety tasks while aiming to meet daily revenue targets through onboard sales.

The role requires strong communication, a can-do attitude, and the ability to work in a team across varied shifts including weekends and holidays. An age over 18 and the ability to serve alcohol are necessary.

Qualifications

• Previous guest services experience in hospitality or attraction environments.
• Experience delivering an at-seat service and upselling.
• Strong communication and teamwork skills.
• Ability to work flexible shifts including weekends/holidays.
• Ability to speak a second language is desirable.

Responsibilities

• Provide exceptional hospitality to guests and coworkers.
• Sell drinks, snacks and tickets to guests; upsell meal deals.
• Greet and welcome guests onboard with polite, proactive service.
• Assist safety-related tasks and follow SMS procedures.
• Maintain cleanliness and personal grooming to appearance standards.

Skills

Guest service

Upselling

Communication

Teamwork

Calm under pressure

Maths & English GCSE

Education

GCSE Maths & English (A-C)

Job description

POSTION ASSIGNMENT

Please note this is a permanant and operates a 3 day on - 2 day off working pattern with shift times starting and finishing anywhere between 7am-8pm. Please bear this in mind when applying.

POSITION SUMMARY

The Customer Service Assistant, referred to internally as Guest Experience Assistant – Cabin 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 and Bridge Crew 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 & Responsibilites:

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
• Provide and facilitate an “at seat service” to guests which includes Food, Drink & Retail service enhancing the guest experience
• Greet and welcome guests onboard our vessels in a polite and courteous manner at all times
• Proactively offer Audio guides to guests who would like commentary in their own language (chosen)

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 onboard team to ensure that Daily Revenue Targets are met by selling drinks, snacks and attraction tickets and upselling Meal Deals.
• 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

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
• 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

**Post holders will be required to serve alcohol and must therefore be over 18**

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
• Knowledge of Health & Safety procedures and/or first aid qualified