Guest Experience Associate - Pier & Ticket Office

Hornblower Group; Greater London; On-site; GBP 15,000 - 21,000; Full time

Job summary

City Cruises UK, part of Hornblower Group, seeks a Guest Experience Assistant – Pier Crew to provide friendly guest services at ticket offices and piers across London, Poole and York. You will rotate between sales, passenger flow management and assisting boarding while representing our RESPECT values.

Ideal candidates have experience in hospitality or visitor attractions, excellent communication skills, and the ability to upsell products. Availability for weekends and events is required.

Qualifications

• Experience in guest services or customer-facing roles in visitor attractions or hospitality.
• Able to upsell and promote products and services to guests.
• Strong communication skills; able to convey information clearly to guests and teammates.
• Team player with a proactive, friendly, and professional manner.
• Flexibility to work weekends, holidays, and evenings as required.

Responsibilities

• Greet guests and deliver a welcoming, high-quality service at ticket offices and piers.
• Assist guests with boarding, passage, and information about London attractions and City Cruises products.
• Process enquiries, handle ticketing issues, and communicate delays or changes to customers.
• Manage cash and card payments accurately per company policy.
• Support with events and daily operations as part of the Pier Crew.

Skills

Customer service

Communication

Teamwork

Upselling

Flexibility

English proficiency

Maths

Education

GCSE Maths and English (A-C)

Tools

POS systems

Ticketing/software apps

Job description

City Cruises UK, part of Hornblower Group, seeks a Guest Experience Assistant – Pier Crew to provide friendly guest services at ticket offices and piers across London, Poole and York. You will rotate between sales, passenger flow management and assisting boarding while representing our RESPECT values.

Ideal candidates have experience in hospitality or visitor attractions, excellent communication skills, and the ability to upsell products. Availability for weekends and events is required.