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For Companies At a Glance
- Tasks: Deliver exceptional guest experiences and assist with ticket sales at our vibrant piers.
- Company: Join City Cruises UK, a leader in unforgettable experiences on the water.
- Benefits: Flexible hours, competitive pay, and opportunities for growth in a fun environment.
- Why this job: Be the face of our cruises and create memorable moments for visitors in London.
- Qualifications: Customer service experience and a passion for hospitality are essential.
- Other info: Dynamic role with a chance to work in a lively team atmosphere.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Overview
Join to apply for the Pier Crew (Maritime) role at City Cruises UK.
Full time, variable hours (approximately 42.5 hours per week) with evening/weekend availability required.
City Cruises UK is part of the City Experiences division of the Hornblower Group, a global leader in experiences and transportation services. We operate public dining and sightseeing cruises as well as private charters across London and York.
Position Summary
Operating as the first point of contact for visitors, the Guest Experience Assistant – Pier Crew supports our mission to create amazing guest experiences by delivering a professional, polite and proactive service at the Ticket offices and across the Piers. As a Pier Crew member, 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.
Essential Duties & Responsibilities
Customer Service
- Provide exceptional hospitality to guests and coworkers as prescribed in our RESPECT service system
- Ensure the highest level of customer care 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 Health and Safety requirements per the company’s SMS, ensuring passenger safety at all times
- Participate in routine safety drills to prepare for major incidents
- Maintain cleanliness and safety of all common areas
- Manage visitor flow, especially when large groups are on-board the vessel
Sales
- Work with the Pier team to meet daily revenue targets by selling various tickets for local Sightseeing, Attractions and Dining products
- Actively promote local and global products and services
- Aim to meet daily targets through proactive, planned approaches, promoting on-board/ticket promotions when appropriate
- Account for all cash handling and credit card payments in accordance with company policy
Administrative/Other
- Complete all pre-departure forms and daily logs
- Support the delivery of Special Events
- Be prepared to begin work at scheduled times
- Maintain uniform and personal grooming per appearance standards
- Perform additional duties as required
- Be an Ambassador for our RESPECT Service System
Requirements & Qualifications
- Experience in a guest services/customer-facing role within the visitor attraction or hospitality industry
- Experience providing an “At Seat” service with proactive guest approach
- Customer-service oriented; actively promotes our business and enhances guest experience
- Ability to work as part of a collaborative team to achieve on-board sales/revenue targets
- Excellent communication skills to convey written and verbal information to guests and coworkers
- Demonstrable experience in upselling and cross-selling products and services
- Flexible “can do” attitude; remains calm under pressure
- Intermediate maths and English (minimum GCSE A-C or equivalent)
- Available to work shift patterns covering Monday to Sunday, including public/bank holidays and some evenings for special events
- Able to work for extended periods without sitting
Desirable (non-essential)
- Experience with POS systems, apps and software
- Ability to speak a second language
- Relevant industry/customer service qualifications
- Knowledge of Health & Safety procedures and/or first aid qualifications
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Pier Crew (Maritime) employer: City Cruises UK
Contact Detail:
City Cruises UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Pier Crew (Maritime)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on City Cruises UK and their services. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about providing exceptional hospitality, think of examples from your past experiences where you went above and beyond for a guest. Be ready to share these stories during your interview.
✨Tip Number 3
Dress the part! First impressions matter, so make sure you look smart and professional for your interview. It shows that you take the opportunity seriously and are ready to represent the City Cruises brand.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it’s a great way to ensure your application gets the attention it deserves!
We think you need these skills to ace Pier Crew (Maritime)
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and share a bit about your passion for customer service and the maritime industry.
Tailor Your Application: Make sure to tailor your application specifically for the Pier Crew role. Highlight any relevant experience in guest services or hospitality, and don’t forget to mention your ability to work as part of a team. We love seeing how your skills match what we’re looking for!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where necessary to make it easy for us to read. Remember, we’re looking for excellent communication skills, so show us you can convey your thoughts effectively!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts and submit your details!
How to prepare for a job interview at City Cruises UK
✨Know Your Customer Service Basics
Since the Pier Crew role is all about providing exceptional hospitality, brush up on your customer service skills. Think of examples from your past experiences where you went above and beyond for a guest. This will show that you understand the importance of creating amazing guest experiences.
✨Familiarise Yourself with London Attractions
As you'll be assisting guests with queries about London and its attractions, it’s a good idea to have some knowledge about popular sites and activities. Prepare a few interesting facts or recommendations to share during the interview, which will demonstrate your enthusiasm and readiness for the role.
✨Practice Your Communication Skills
Excellent communication is key in this role. Practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend, focusing on how you would handle customer queries or service delays, as these scenarios are likely to come up.
✨Show Your Team Spirit
This position requires working closely with a team, so be ready to discuss your experience in collaborative environments. Share specific examples of how you've contributed to team goals or supported colleagues in achieving targets, especially in high-pressure situations.
