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- Tasks: Supervise customer service and retail sales on our amazing cruises.
- Company: Join City Cruises, a leader in unforgettable experiences on the water.
- Benefits: Full-time role with career development and a vibrant team culture.
- Why this job: Be part of a fun, dynamic environment while making guests' experiences memorable.
- Qualifications: Experience in customer service and team supervision is essential.
- Other info: Opportunity to work in a fast-paced tourism industry with great growth potential.
The predicted salary is between 36000 - 60000 £ per year.
This is a full time, permanent, variable hour role.
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 and York.
As a Customer Service Supervisor, you will bring creativity, excellent customer service and selling skills to our team. In return we are keen to support you in developing your career in the tourism industry and provide you the opportunity to be part of an active social culture and a great team!
Purpose of the role:
- Supervise the retail sales and customer service delivery across the City Cruises fleet.
- Ensure that the cabin crew staff are working to deliver the Guest Experience in line with company training, merchandising products to company standards, selling to meet revenue budgets and delivering excellent service to our customers.
- On the job training and supervision of cabin crew to ensure the correct use of Standard Operation Procedures on a daily basis.
- Ensure that the onboard facilities comply with all relevant legislation relating to health and safety, food hygiene regulations and licensing legislation.
- Support staff in resolving issues and discrepancies during the shift and reporting any unresolved issues to management.
- Issue instructions each day and assign duties to cabin crew.
- Monitor and observe cabin crew carrying out these duties as expected by the Food & Beverage department.
- Demonstrate best practice in sales and customer service techniques and ensure the effective supervision of all team members on your shift.
- Observe and evaluate cabin crew performance. Offer advice and recommendations for improvements. Highlight training needs to Food & Beverage department.
- Supervise the preparation of the vessel, making sure that the retail area, cabin and facilities are clean and presentable before departure and throughout the service.
- Supervise cabin crew in their support of the boat crew.
- Provide all the service required as a member of the cabin crew during each shift.
- Audit paperwork and checklists to ensure compliance with company procedures and regulations.
Requirements & Qualifications
- Educated to GCSE level or equivalent.
- Proven experience within Guest Services in a customer facing role.
- Supervised a team.
- Experience working with retail sales.
- Travel & Tourism background.
- Worked in a sales environment.
Personal Skills Required:
- Act with integrity at all times.
- Deliver excellence through profit, customer satisfaction and living our City Cruises values.
- Work with empathy.
- Able to work to high standards of accuracy.
- Exhibit a professional attitude at all times.
- Smart/Well-presented and represent the company at all times.
- Excellent communication skills and highly organized.
- Calm and able to work well under pressure.
- Excellent numeracy and literacy skills.
- Flexible in carrying out your duties at any of the company’s locations, offices or departments and fulfil other tasks that fall within your post as required.
- Company focused.
- Self-motivated.
- Willingness to learn and progress.
- Can speak a 2nd language.
If you believe you are suitable for this position, please complete our application form.
Customer Service Supervisor in London employer: Hornblower Corp
Contact Detail:
Hornblower Corp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Supervisor in London
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on City Cruises. Understand their values and what makes them tick. This way, you can tailor your answers to show how you fit right in with their culture.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a mate or in front of the mirror. Focus on showcasing your customer service skills and any experience you've had supervising teams. We want to see that you're ready to lead!
✨Tip Number 3
Dress to impress! Make sure you look smart and well-presented for your interview. First impressions count, especially in a customer-facing role like this one. Show them you mean business!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit for the Customer Service Supervisor position!
We think you need these skills to ace Customer Service Supervisor in London
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service. We want to see how you've gone above and beyond for customers in the past, so share specific examples that showcase your skills!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the job description. We love seeing how you connect your experiences to what we’re looking for.
Be Professional Yet Approachable: While we appreciate professionalism, don’t forget to let your personality shine through! We’re looking for someone who can connect with our guests, so a friendly tone can go a long way in your written application.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Hornblower Corp
✨Know the Company Inside Out
Before your interview, do some research on City Cruises and their services. Understand their mission, values, and what sets them apart in the tourism industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Customer Service Supervisor, your ability to handle customer interactions is crucial. Prepare examples from your past experiences where you successfully resolved issues or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Leadership Qualities
Since this role involves supervising a team, be ready to discuss your leadership style. Think of instances where you led a team, trained staff, or handled conflicts. Highlight how you motivate others and ensure high standards of service.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, and growth opportunities within City Cruises. This shows that you’re not just interested in the job, but also in how you can contribute to and grow with the company.
