Admin Assistant – FOH Guest Experience

Job Description

Job Description
Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems. Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.

Fancy an office with a difference?

Forget your usual office environment… this is a chance to work in a unique setting on the water!

We’re looking for a highly organised and detail orientated Admin professional with outstanding MS Excel skills to join the team on a fixed term maternity cover contract until the end of 2027, with the possibility of an extension.

The role is predominantly office based, giving you the opportunity to work in our unique environment, with the added flexibility of working from home one day per week once you have successfully passed probation.

If you’re great with formulas, note taking, love keeping things organised and fancy swapping the traditional office for something a little different, we’d love to hear from you!

Salary: £29,148
Start date: December 2026
Ideal candidates will have 4 weeks notice or less
Location: Cherry Garden Pier, London (SE16 4TU)

Apply for this role. Please mention “Thames Skills Academy” when applying.

POSITION SUMMARY

We are looking for a Cabin Crew Admin Assistant to join our team and provide essential administrative support to our Guest Experience Assistants in the sightseeing department. Reporting to the Guest Experience Manager, this role involves coordinating timesheets and payroll, tracking stock levels, reporting maintenance issues, and managing key documentation such as attendance records and training files. You’ll also assist with recruitment, onboarding, uniform coordination, and scheduling meetings while ensuring seamless operational support. If you’re highly organised, detail-oriented, and proficient in Microsoft Office (especially Excel), we’d love to hear from you!

DUTIES AND RESPONSIBILITIES

Timesheets & Payroll Coordination

• Ensure timesheets for the Cabin Crew Department are accurately completed and submitted to the payroll department on time, following established procedures.
• Track and manage supervisor hours to ensure annualised hour targets are achieved.

Maintenance Reporting

• Identify and report maintenance issues related to the cabin crew to the relevant departments or suppliers.

Stock Management

• Support stock management processes, including tracking and reporting inventory levels.

Documentation & Reporting

• Prepare weekly, monthly, and ad hoc reports, presentations, and documentation using MS Office, with a focus on proficiency in Excel.
• Maintain and organise the Cabin Crew and Pier team library, including team and individual lateness trackers, labour hour records (monthly and yearly), rest hour records, absence and lateness forms for HR, updated employee files (training records, uniform requests, signoff sheets) and onboard files for all vessels, ensuring consistency.

Administrative Support

• Manage diaries, plan and organise management meetings, and prepare and distribute minutes.
• Assist the Senior Customer Experience Manager (Sr. CEM) and Guest Experience Manager (GEM) with recruitment processes, onboarding new team members, and other administrative tasks.
• Coordinate uniform requests and supplies with the operations department.
• Ensure necessary supplies for onboard and office operations (e.g., stationery) are maintained.
• Organise and assist in monthly full-team meetings.
• Schedule disciplinary meetings as required, coordinating availability with team members, HR, and management.

General Support

• Handle ad hoc tasks as requested by the Sr. Customer Experience Manager and Guest Experience Manager.
• Ensure familiarity with Rota patterns and absence management systems.
• Support onboard team with Backoffice POS support when required (pausing online sales channel, any other technical support).

REQUIREMENTS & QUALIFICATIONS

• Proficient in Microsoft Office.
• Intermediate to advanced Excel proficiency.
• Familiarity with EPOS systems is an advantage.
• Exceptional written and verbal communication skills with a professional and positive attitude.
• Motivated, proactive, and capable of working independently under pressure.
• Touch typing proficiency.
• Experience in hospitality with administrative expertise for at least a couple of years.

WORKING CONDITIONS & SHIFT PATTERN

• Weekly hours: 42.5 hours per week.
• Flexibility: Start and finish times are flexible, provided core business hours (10:00 AM – 3:00 PM) are covered.
• Work schedule: Monday to Friday, with occasional weekend availability appreciated based on business needs.
• Location: Office-based at Cherry Garden Pier (SE16 4TU).

All employees must commit to upholding our RESPECT values. They are as follows:

• Respect We will value, appreciate and respect each other. We will foster diversity and inclusivity.
• Environment We will Respect our planet. We will conserve, protect, and educate. We will practice environmental stewardship.
• Safety #1 We will think and work safely. We will follow safety standards and instructions. We will create a safe and secure workplace.
• Professionalism We will conduct ourselves professionally. We will take responsibility for our actions. We will own the problem until it is solved.
• Exceed We will continuously improve. We will exceed standards and expectations.
• Communication We will be open and honest. We will choose a respectful approach. We will share information with others effectively.
• Teamwork We will exist to serve others. We will anticipate the needs of others. We will have fun and 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.