Customer Service Supervisor

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.

ASSIGNMENT: Perm contract, working 45h per week on a continuous 3 days on, 2 days off shift pattern.

POSITION SUMMARY: 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! Your role will be to 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• On the job training and supervision of cabin crew to ensure the correct use of Standard Operation Procedures on a daily basis.
• To 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.
• Monitoring and observing 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:

• Proven experience within Guest Services in a customer facing role.
• Supervised a team.
• Experience working with retail sales.
• Act with integrity at all times.
• Deliver excellence through profit, customer satisfaction and living our City Cruises values.
• 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.
• Can speak a 2nd language.
• Travel & Tourism background.
• Worked in a sales environment.

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.