Pier Crew - London Job Show

Seasonal position until the end of September working on our Piers. You could at any time be working on any of our Pier locations, which include:

• Tower Millennium Pier
• Westminster Millennium Pier
• London Eye Waterloo Pier
• Greenwich Pier

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 a 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 of our vessels.

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.
• 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 your 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), 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 Pier team to ensure that daily revenue targets are met by selling a variety of tickets for our local sightseeing, attractions and dining products.
• 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.
• Account for all cash handling and credit card payments accurately and in accordance with company policy and procedures.

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

• Previous experience in a guest services/customer facing role within the visitor attraction/hospitality industry.
• Previous experience 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 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 and Safety procedures and/or first aid qualified.