Boat Crew

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.

This is a full time (35 to 45 hours per week), fixed term position until the 1st November 2026 paying £12.71 per hour. Based in York - Lendal Bridge.

Position Summary: Boat Crew support us in our mission to creating amazing experiences for our guests by delivering a professional, polite, and proactive service throughout their journey. As well as providing ticketing and also the food and beverage service onboard, Boat Crew support the Skipper in ensuring the safety of passengers onboard and undertake the regular practice of emergency drills, such as the recovery of man over board, crowd control, evacuation, firefighting, first aid and any other safety matters as required.

• 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.
• Greet and welcome guests onboard our vessels in a polite and courteous manner at all times and across our full product range.

• 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.
• To ensure safe mooring of the vessels at all times with extreme caution when embarking and disembarking passengers in accordance with the Company’s SMS.
• To report any maintenance checks or incidents as per the Company’s SMS.

• Be prepared to begin work at scheduled time.
• Maintain uniform and personal grooming in compliance with uniform standards.
• Additional duties as may reasonably be required.
• Be an Ambassador for our RESPECT Service System.

• 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.
• 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.
• 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.
• Available to work shift patterns covering Monday to Sunday and inclusive of public/bank holidays.
• Able to work for extended periods of time without sitting.

• Experience with POS systems, apps and software highly desirable.
• Relevant industry/customer service-related qualifications.
• Knowledge of Health & Safety procedures and/or first aid qualified.

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.
• 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.