Customer Service Assistant

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.

Position Assignment: Please note this is a seasonal position until the end of October and operates a 3 day on - 2 day off working pattern with shift times starting and finishing anywhere between 7am-8pm.

Position Summary: The Customer Service Assistant, referred to internally as Guest Experience Assistant – Cabin Crew, supports us in our mission to create 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 of 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.
• 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. Maintain uniform and personal grooming in compliance with appearance standards. Additional duties as may reasonably be required.

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.

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. We will own the problem until it is solved.
• 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.