Job Description
AS A PERMANENT CONTRACT ROLE, you will work 45 hours per week on a continuous 3 days on, 2 days off shift pattern.
Position Summary
As a Customer Service Supervisor, you will bring creativity, excellent customer service and sales skills to our team. Your role is to supervise the retail sales and customer service delivery across the City Cruises fleet, ensuring cabin crew staff deliver the Guest Experience in line with company training, merchandising products to company standards, selling to meet revenue budgets and delivering excellent service to our customers.
Essential Duties and Responsibilities
- On‑the‑job training and supervision of cabin crew to ensure the correct use of Standard Operating Procedures daily.
- Ensure onboard facilities comply with all relevant health and safety, food hygiene regulations and licensing legislation.
- Support staff in resolving issues and discrepancies during the shift and report any unresolved issues to management.
- Issue instructions each day, assign duties to cabin crew, monitor and observe cabin crew carrying out duties as expected by the Food & Beverage department.
- Demonstrate best practice in sales and customer service techniques and ensure effective supervision of all team members on your shift.
- Observe and evaluate cabin crew performance, offer advice and recommendations for improvements, highlight training needs to the Food & Beverage department.
- Supervise preparation of the vessel, ensuring the retail area, cabin and facilities are clean and presentable before departure and throughout the service.
- Supervise cabin crew in their support of the boat crew.
- Provide all required service as a member of the cabin crew during each shift.
- Audit paperwork and checklists to ensure compliance with company procedures and regulations.
Requirements
- Proven experience within Guest Services in a customer‑facing role.
- Experience supervising a team.
- Experience working with retail sales.
- Act with integrity at all times.
- Deliver excellence through profit, customer satisfaction and living our City Cruises values.
- Ability to work to high standards of accuracy.
- Exhibit a professional attitude at all times.
- Smart/Well‑presented and represent the company at all times.
- Excellent communication skills and highly organized.
- Sales driven.
- Customer focused.
- Calm and able to work well under pressure.
- Excellent numeracy and literacy skills.
- Flexibility to carry out duties at any of the company’s locations, offices or departments and fulfill other tasks that fall within your post as required.
Desirable
- Can speak a second language.
- Good mentoring skills.
- Background in Travel & Tourism.
- Experience in a sales environment.
Values
- Respect – Value, appreciate and respect each other; foster diversity and inclusivity.
- Environment – Respect our planet; conserve, protect, educate and practice environmental stewardship.
- Safety #1 – Think and work safely; follow safety standards and instructions; create a safe and secure workplace.
- Professionalism – Conduct ourselves professionally; take responsibility for our actions; own the problem until it is solved.
- Exceed – Continuously improve; exceed standards and expectations.
- Communication – Be open and honest; choose a respectful approach; share information effectively.
- Teamwork – Serve others; anticipate the needs of others; have fun and practice “enthusiastic friendliness”.
Equal Employment Opportunity
As an equal opportunities employer, we are committed to the equal treatment of all current and prospective employees and do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to create a diverse and inclusive environment. Candidates for employment or promotion will be assessed objectively against the requirements for the position.
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