CITY CRUISES

Responsibility

• greet and welcome guests onboard our vessels in a polite and courteous manner
• process pre booked voucher and trade customers accurately and efficiently at the ticket office
• customer Service
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• ensure a clean, comfortable and safe environment
• deliver clear and effective Communication to customers in regard to service delays or cancellations
• facilitate an “at seat service” to guests which includes Food, Drink & Retail service enhancing the guest experience
• provide exceptional hospitality to guests and coworkers as prescribed in our RESPECT service system
• troubleshoot discrepancies with customers’ tickets / boarding information
• city Cruises UK is part of the City Experiences division of the Hornblower Group, a global leader in world-class experiences and transportation services
• greet and welcome guests onboard our vessels in a polite and courteous manner at all times
• provide and facilitate an “at seat service” to guests which includes Food, Drink & Retail service enhancing the guest experience
• responding to customer queries using your knowledge of London, its attractions and City Cruises products
• provide exceptional hospitality to guests and coworkers
• we operate public dining and sightseeing cruises as well as private charters for corporate events, birthday parties, weddings, or other special occasions across London, Poole and York
• operating as the first point of contact for our visitors, the Customer Service Assistant – Pier Crew supports us in our mission to create amazing experiences for our guests by delivering a professional, polite and proactive service at the Ticket offices and across the Piers
• proactively offer Audio guides to guests who would like commentary in their own language
• 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 of our vessels
• actively promote our local and global products and services with a proactive and planned approach
• manage visitor flow, especially when large groups of passengers are on-board the vessel
• to account for all cash handling and credit card payments accurately and in accordance with company policy and procedures
• 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
• actively promote our local and global products and services, selling drinks, snacks and attraction tickets and upselling Meal Deals
• ensure that the highest level of customer care is shown at all times to leave an unforgettable experience and memories for our passengers
• to report any maintenance checks or incidents as per the Company’s SMS
• manage visitor flow, especially when large groups of passengers are on-board the vessel, adhere to all Health and Safety requirements in accordance with the company’s Safety Management System , ensuring the safety of passengers is protected at all times
• work as part of the Pier team to support achieving of Daily Revenue Targets by selling a variety of tickets for our local Sightseeing, Attractions and Dining products
• additional duties as may reasonably be required
• adhere to all Health and Safety requirements in accordance with the company’s Safety Management System , ensuring the safety of passengers is protected at all times
• participate in routine safety drills to prepare for major incidents

Requirements

• previous experience in a guest services/customer facing role within the visitor attraction/hospitality industry
• A willingness to proactively approach guests
• customer Service orientated – Actively looks for ways to promote our business and enhance the guests’ experience
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• ability to work effectively as part of a collaborative team to increase on-board sales
• excellent communicator with the ability to effectively understand and convey written and verbal information to guests and coworkers
• most of the time, you’ll be helping create experiences, by welcoming people on board our state-of-the-art boats and providing exceptional hospitality
• 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
• able to work for extended periods of time without sitting
• customer service: 1 year
• available to work shift patterns covering Monday to Sunday and inclusive of public/bank holiday and some evenings to assist with special events
• york, YO1 7DP: reliably commute or plan to relocate before starting work

Earnings for position customer service assistant

Responsibility

• provide a smooth and professional event coordination process that befits the City Cruises UK brand
• manage the Cabin Crew team performance and ensure that the team are working to Company standards
• responsible for ensuring all third-party vendors are booked with a focus on Piers, entertainment providers, external caterers etc
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• able to plan and implement retail display and product change in order to maximise sales
• manage the Supervisors daily performance and coordinate monthly Supervisor meetings
• coordinate guest requests and ensure guest requirements are communicated to the on-board Event Delivery teams
• train and develop the Cabin Crew team to complete extra support to the department
• responsible for Event coordination, working with 3rd party suppliers and our internal F&B team to fulfill charter requirements
• conduct regular one to one meetings with the Supervisors, reviewing performance and any other HR challenges
• liaise with the HR department and release any members of the Guest Experience team for any HR related meetings
• use of Anchor to finalize events and issue invoices, receipts, chase for payments
• manage and conduct appraisals for Supervisors and Guest Experience Assistants
• work with the Charter Delivery & Ops Manager, and The Charters Sales team, to ensure smooth turnover of a booking into an event
• arrange the rota for the week ahead – obtaining agency staff as required
• manage and delegate monthly audits of boat equipment to Supervisors and communicate to the Procurement team
• confidence to contact & build relationship with new suppliers with added value items that can enhance the guest experience and grow revenue
• complete timesheets for employees and agency staff for functions and charters
• deliver weekly KPI reports to the Senior Customer Experience Manager on revenue vs passenger numbers
• finalize and submit to agency
• attend meetings in place of Senior Customer Experience Manager as and when required
• check invoices for agency are correct
• troubleshoot problems as they arise
• calculate incentives earnt daily by the onboard team
• monitor, supervise, train, and evaluate functions staff
• establish and lead a two week induction training for all new starters throughout the year
• food safety & Hygiene

Requirements

• educated to A level or equivalent
• qualification or experience aligned to the position
• confident communicator with the ability to quickly build rapport with clients, on the telephone, via email and face to face
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• experience in managing schedules and rota’s
• excellent attention to detail
• experience in managing and leading a team
• “Can do” attitude with the ability to react calmly in pressurised situations
• strong customer facing role experience
• customer service experience
• assistance with printing/postage/coordination and collection of deliveries prior to and post events
• worked in a Guest Experience/Sales/Retail Environment
• research and database building
• excellent written communication skills
• good organisational skills
• host viewings and familiarisation visits as required
• highly organized with proven ability to deliver to tight deadlines
• experience in retail management and retail merchandise planning
• attend charter events when required- 4 per year minimum to provide feedback in product improvement
• excellent computer software skills , including diary and database management systems
• experience of delivering Staff wellness
• be an Ambassador for our RESPECT Service System
• be competent working with new technology and databases
• strong communications skills
• flexible and adaptable in work ethics
• experience in managing team members regarding absence management and performance management
• abel to have difficult conversations with team members to ensure Company standards are being adhered too
• experience in leisure and hospitality sector

Earnings for position deputy manager

Responsibility

• this position will ensure food safety and service delivery standards are maintained at all times
• may also be known as Event Supervisor or Guest Experience Supervisor
• this role may also be known as Event Supervisor or Guest Experience Supervisor
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• ensuring that all monthly management information and financial reporting is prepared in line with the Hornblower Group month end timetable
• maintain accurate monthly control account reconciliations for all key accounts and bank accounts
• ensure all statutory filings and payments are made on time. Including VAT, Corporation Tax, PAYE and NI
• city Cruises UK is part of the City Experiences division of the Hornblower Group, a global leader in world-class experiences and transportation services
• report weekly KPIs to Senior Management
• we operate public dining and sightseeing cruises as well as private charters for corporate events, birthday parties, weddings, or other special occasions across London, Poole and York
• involvement in the annual budget process
• the supervisor will support the Functions Manager by leading the team in the delivery and execution of an excellent guest experience onboard all our dining cruises and private hire events
• the Functions and Events supervisor will support the Functions Manager by leading the team in the delivery and execution of an excellent guest experience onboard all our dining cruises and private hire events
• posting and variance analysis of the monthly payroll for all UK entities
• manage and ensure all cash balances are reconciled daily and cash levels are managed within company limits
• maintaining effective financial controls and ensure compliance policies are current and adhered to
• participating in annual external audits to ensure compliance
• assisting with preparation of monthly and ad-hoc sales invoices as well as journals
• assisting the Finance Director and Head of Finance in preparing annual budgets and regular forecasts
• managing, developing and providing leadership to members of the finance team
• assisting in the preparation of both management and statutory accounts
• additional duties as may reasonably be required
• ensure any wastage is minimized and accurately recorded
• demonstrating and promoting the Company’ leadership behaviors on a day to day basis within the team
• lead the Functions team, ensuring waiting staff are tending to guests needs within the company guidelines along with adhering to personal grooming and appearance standards
• any Ad-hoc duties as requested by the Finance Director or Head of Finance
• available to work shift patterns covering Monday to Sunday and inclusive of public/bank holiday and some evenings to assist with special events

Requirements

• part Qualified
• strong analytical and logical problem-solving skills
• previous experience in a Team Leader/People Management position with the ability to motivate and inspire performance
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• experience and understanding of Payroll
• customer Service orientated – Actively looks for ways to promote our business and enhance the guests’ experience
• excellent numeracy and written skills
• excellent Time Management capabilities
• experience of Microsoft Dynamics GP desirable but not essential
• excellent communicator with the ability to effectively understand and convey written and verbal information to guests and coworkers
• excellent organisational and time management skills
• health & Safety awareness combined with Food Safety & Hygiene standards
• ability to work to tight deadlines and prioritise workload
• previous experience in Restaurant/ Conference & Banqueting background
• flexible, can-do attitude with the ability to react calmly in a pressurised situation
• flexible “can do” approach with the ability to stay calm and work well under pressure
• solutions orientated and focused to resolve any complaints in a calm and professional manner
• supervising: 2 years
• accounting: 2 years
• able to work for extended periods of time without sitting
• ability to speak a second language
• relevant industry/customer service related qualifications

Responsibility

• manage the Cabin Crew team performance and ensure that the team are working to Company standards
• able to plan and implement retail display and product change in order to maximise sales
• manage the Supervisors daily performance and coordinate monthly Supervisor meetings
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• train and develop the Cabin Crew team to complete extra support to the department
• conduct regular one to one meetings with the Supervisors, reviewing performance and any other HR challenges
• liaise with the HR department and release any members of the Guest Experience team for any HR related meetings
• manage and conduct appraisals for Supervisors and Guest Experience Assistants
• manage and delegate monthly audits of boat equipment to Supervisors and communicate to the Procurement team
• deliver weekly KPI reports to the Senior Customer Experience Manager on revenue vs passenger numbers
• attend meetings in place of Senior Customer Experience Manager as and when required
• calculate incentives earnt daily by the onboard team
• establish and lead a two week induction training for all new starters throughout the year

Requirements

• educated to A level or equivalent
• experience in managing schedules and rota’s
• experience in managing and leading a team
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• strong customer facing role experience
• worked in a Guest Experience/Sales/Retail Environment
• good organisational skills
• experience in retail management and retail merchandise planning
• experience of delivering Staff wellness
• strong communications skills
• flexible and adaptable in work ethics
• experience in managing team members regarding absence management and performance management
• abel to have difficult conversations with team members to ensure Company standards are being adhered too
• experience in leisure and hospitality sector

Earnings for position customer service manager

Responsibility

• ensure that all vessels assigned to product or service are fully certificated and fit for purpose
• safety Operating Procedures manual as required
• emergency Procedures Guide
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• navigational Risk Assessments
• in the absence of the Operations Manager, ensure the crew schedules are prepared and posted in a timely manner and that the crewing of vessels for busier seasons are planned in advance to support Commercial requirements
• generic Passage Plans
• search and Rescue documents
• maintain and issue all Bridge documentation as defined in SOPs
• conduct regular audits of vessels and maintain reports and records for follow up action
• ensure the crew schedules support the emergency drills program and that any non-compliances are addressed appropriately
• be familiar with all Company services and contracted relationship with services provided by LRS and other subcontractors
• ensure all lifejackets are serviced annually and Lifejacket policy and procedure is adhered to
• maintain timekeeping and attendance records for all boat crew
• attend scheduled and ad hoc meetings with boat crew and the management team
• produce a weekly report showing authorised and unauthorised failure to adhere to the published pier arrival and departure schedule
• complete and submit timesheets to the payroll department to ensure prompt payment for all boat crew
• prepare and issue the daily briefing folders to Captains reporting for duty each day
• maintain individual KPI reports for Bridge crews
• ensure the crew schedules are prepared and posted in a timely manner, and that the crewing of vessels for busier season is planned in advance to support Commercial requirements
• produce reports for departmental expenditure against budget
• be flexible in carrying out duties at any of the company’s locations, offices or departments, and fulfill other assigned tasks
• assist the Operations Manager to ensure all company memos are issued and sign for by the crew

Requirements

• experience of vessel and Pier management
• experience of managing people regarding investigations, disciplinaries and grievances, performance and absence
• sound understanding of SMS requirements and MCA regulations
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• health and Safety knowledge for the working environment
• strong time management, flexibility and multitasking ability
• be flexible in carrying out duties at any of the company’s locations, offices or departments and fulfill other assigned tasks
• strong organisational and administrative skills
• degree qualified, preferred but not essential
• team player with strong interpersonal and people skills with positive outlook
• excellent problem solver
• ability to handle difficult conversations
• 3+ years in office management experience
• very good IT and computer skills and experience of online platforms
• ability to develop key relationships with important stakeholders
• operations: 5 years
• collaborative influencing and persuasive skills
• proactive and commercially minded
• holder of BML Tier 1 Level 2 with Local Knowledge Endorsement and Large Passenger Vessel endorsements or equivalent Marine knowledge/experience within the industry preferred but not essential
• ability to handle confidential information