Onboard Boat Crew – London Job Show

Position Assignment

Seasonal position until the end of October. 3‑day on – 2‑day off working pattern with shift times starting and finishing between 7am and 8pm.

Position Summary

The Customer Service Assistant, referred to internally as Guest Experience Assistant – Cabin Crew supports us in our mission to create amazing experiences for our guests by delivering a professional, polite, and proactive service throughout their journey. As a member of the onboard team, the Guest Experience Assistant will also operate as a member of 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 & Responsibilities

Customer Service

• Provide exceptional hospitality to guests and coworkers as prescribed in our RESPECT service system.
• Ensure the highest level of customer care and maintain a clean, comfortable and safe environment for all passengers.
• Provide and facilitate an “at seat service” to guests, including food, drink and retail, enhancing the 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.

Safety

• Adhere to all Health and Safety requirements in accordance with the company’s Safety Management System, ensuring passenger safety.
• 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 are onboard.

Sales

• Work as part of the onboard team to ensure daily revenue targets are met by selling drinks, snacks and attraction tickets and upselling Meal Deals.
• Actively promote local and global products and services.
• Strive to meet daily targets through a proactive and planned approach, promoting on‑board and ticket promotions as appropriate.

Administrative & Other

• Complete all pre‑departure forms and checklists.
• Fill out all daily forms and logs.
• Support delivery of special events.
• Maintain uniform and personal grooming in compliance with appearance standards.
• Perform additional duties as reasonably required.

Requirements & Qualifications

• Previous experience in a guest services/customer‑facing role within the visitor attraction/hospitality industry.
• Experience providing an “At Seat” service with willingness to approach guests proactively.
• Customer‑service oriented; looks for ways to promote business and enhance guest experience.
• Ability to work effectively as part of a collaborative team to achieve onboard sales/revenue targets.
• Excellent communication skills, both written and verbal.
• Demonstrable experience in upselling and cross‑selling multiple products and services.
• Flexible, calm, and able to work well under pressure; intermediate level maths and English skills (minimum A–C at GCSE or equivalent).
• Availability to work shift patterns covering Monday to Sunday, inclusive of public/bank holidays and some evenings for special events.
• Able to work for extended periods without sitting.
• Post holders required to serve alcohol and must be over 18.

Desirable but Non‑essential

• Experience with POS systems, apps and software.
• Ability to speak a second language.
• Relevant industry/customer‑service qualifications.
• Knowledge of health & safety procedures and/or first aid qualification.

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