Hornblower Group is a global leader in experience and transportation, offering water and land based experiences and ferry services across more than 10 countries and 50 U.S. cities.
Location & Duration
This is a seasonal position until the end of September. You may be assigned to any of the following Piers: Tower Millennium Pier, Westminster Millennium Pier, London Eye Waterloo Pier, Greenwich Pier.
Position Summary
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 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 our vessels.
Customer Service
- Provide exceptional hospitality to guests and coworkers as prescribed in our RESPECT service system
- Ensure the highest level of customer care is shown at all times to maintain a clean, comfortable and safe environment for all passengers
- Process pre‑booked Voucher and Trade customers accurately and efficiently at the ticket office
- Deliver clear and effective communication to customers regarding service delays or cancellations
- Troubleshoot discrepancies with customers’ tickets/boarding information
- Respond to customer queries using 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)
- 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
- Work as part of the Pier team to ensure daily revenue targets are met by selling a variety of tickets for local Sightseeing, Attractions and Dining products
- Actively promote local and global products and services
- Strive to meet daily targets through a proactive and planned approach, promoting onboard/ticket promotions as appropriate
- Account for all cash handling and credit card payments accurately and in accordance with company policy and procedures
Additional Duties
- Complete all pre‑departure forms and checklists
- Complete all daily forms and logs
- Support 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
- 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 oriented – 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 but Not 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
RESPECT Values
- Respect – value, appreciate and respect each other; foster diversity and inclusivity
- Environment – respect our planet; conserve, protect, and educate; practice environmental stewardship
- Safety – think and work safely; follow safety standards and instructions; create a safe and secure workplace
- Professionalism – conduct ourselves professionally; take responsibility for actions; own the problem until solved
- Exceed – continuously improve; exceed standards and expectations
- Communication – be open and honest; choose a respectful approach; share information effectively
- Teamwork – exist to serve others; anticipate the needs of others; practice enthusiastic friendliness
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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