Guest Experience Assistant – Cabin Crew

Guest Experience Assistant - Cabin Crew

  • Posted Date:14th April 2022
  • Apply Before: 22nd May 2022
  • Job Type:Seasonal
    Job Category:Customer Services
Job Description

City Cruises – London

£20,995 – £23,205 a year

Please click here to apply

POSITION SUMMARY

City Cruises UK is part of the City Experiences division of the Hornblower Group, a global leader in world-class experiences and transportation services. 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.

The Guest Experience Assistant – Cabin Crew supports us in our mission to creating amazing experiences for our guests by delivering a professional, polite and proactive service throughout their journey. As a member of our onboard team, the Guest Experience Assistant will also operate as a member 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 that the highest level of customer care is shown at all times to ensure a clean, comfortable and safe environment for all our passengers
  • Provide and facilitate an “at seat service” to guests which includes Food, Drink & Retail service enhancing the guest 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 (chosen)

Safety

  • Adhere to all Health and Safety requirements in accordance with the company’s Safety Management System (SMS), ensuring the safety of passengers is protected at all times
  • 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 the vessel

Sales

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

Administrative/Other

  • Completion of all pre-departure forms and checklists
  • Full completion of all daily forms and logs
  • Support with the 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

REQUIREMENTS & QUALIFICATIONS

  • 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 orientated – 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

**Post holders will be required to serve alcohol and must therefore be over 18**

Desirable though non-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

What we give you in Return

  • Salary between £20,995 – £23,205 based on full time hours
  • Earn while you work incentive scheme which will see you taking home a percentage of daily sales and increasing your annual salary by an average of £1,000 pro-rata for full time hours.
  • A generous food & drink allowance whilst working onboard our vessels.
  • Shift Pattern to give you a work/life balance.
  • Branded Uniform
  • 23 days holiday per year based on full time equivalent
  • Company Sick Pay of 5 days per year
  • Company Pension
  • A range of store and attraction discounts
  • Company discounts of products and services offered by the Company
  • Cycle to work scheme

Job Types: Full-time, Temporary, Contract, Permanent

Pay: £20,995.00-£23,205.00 per year

Job Types: Full-time, Permanent, Fixed term contract, Temporary contract

Salary: £20,995.00-£23,205.00 per year

Additional pay:

  • Commission pay
  • Tips

Benefits:

  • Additional leave
  • Company pension
  • Cycle to work scheme
  • Discounted or free food
  • Employee discount
  • Referral programme
  • Sick pay
  • Store discounts

Schedule:

  • 10 hour shift
  • 8 hour shift
  • Monday to Friday
  • Weekend availability

Expected start date: 25/04/2022

Please click here to apply