At a Glance
- Tasks: Deliver exceptional guest experiences and assist with ticket sales at our busy piers.
- Company: Join City Cruises UK, a leader in unforgettable experiences across London and York.
- Benefits: Gain valuable experience in hospitality during the festive season with flexible shifts.
- Other info: Perfect opportunity for students looking to earn and gain experience over the holidays.
- Why this job: Be the face of fun and excitement while creating memorable moments for guests.
- Qualifications: Customer service experience and a passion for helping others are essential.
The predicted salary is between 31500 - 38500 £ per year.
This is a seasonal opportunity for approximately three months, joining us during our busy Christmas period.
Due to the nature of the role, full availability throughout this period is essential.
COMPANY SUMMARY
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.
POSITION SUMMARY
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.
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
- Process pre booked Voucher and Trade customers accurately and efficiently at the ticket office
- Deliver clear and effective Communication to customers in regards to service delays or cancellations.
- Troubleshoot discrepancies with customers’ tickets / boarding information
- Responding 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
- To 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 & 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
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
Guest Experience Coordinator (Pier Crew) - Seasonal in City of London employer: Hornblower
City Cruises UK is an exceptional employer, offering a vibrant work culture that prioritises employee development and teamwork. With a focus on safety and customer satisfaction, employees enjoy opportunities for growth within the tourism industry while being part of a dynamic team that values integrity and excellence. Working in the heart of London, you will experience the thrill of the River Thames while contributing to memorable experiences for our passengers.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Coordinator (Pier Crew) - Seasonal in City of London
✨Get in Early: Embrace the Seasonal Rush
In hospitality, seasonal hiring can be a bit of a frenzy, so make sure you’re applying early. Keep an eye on when local businesses like cafés and restaurants ramp up for holiday seasons or summer rushes. We can help you stay ahead by tracking application windows—don’t miss out!
✨Join Local Hospitality Groups
Tap into local hospitality communities online or through social media. Groups on Facebook or platforms like MeetUp can be goldmines for seasonal job opportunities. Engage with these communities—join discussions, share your eagerness, and you could snag a gig before it’s even advertised!
✨Show Your Face: Walk-Ins Matter
In hospitality, nothing beats a good ol' walk-in. Visit local establishments and introduce yourself. Bring along a flashy CV and maybe even drop a line about why you’re keen to work there. Sometimes just chatting with the manager can score you an interview on the spot!
✨Use Seasonal Hiring Platforms
Look for platforms that specialise in seasonal positions in the hospitality sector. Websites dedicated to summer jobs or Festival employment can offer unique roles that align with your interests. Don't forget to apply through our website too—companies like Hornblower are constantly looking for enthusiastic seasonal workers like you!
We think you need these skills to ace Guest Experience Coordinator (Pier Crew) - Seasonal in City of London
Some tips for your application 🫡
Show Off Your Service Skills:In the hospitality and food service game, your customer service skills are your bread and butter. Make sure your CV highlights any relevant experience you have in restaurants, cafés, or similar environments, emphasizing your ability to handle busy situations and provide excellent service.
Seasonal Availability is Key:Since this is a seasonal role, we're looking for candidates who are flexible with their availability. In your cover letter, mention specific times you’re available during the season and any previous seasonal positions you’ve held. This helps us see you as a perfect fit for this temporary gig!
Culinary Knowledge Can Set You Apart:If you have any culinary certifications or training, be sure to feature them prominently in your application. Knowing your way around a kitchen or having food safety certifications could give you an edge over other candidates when applying for a role at Hornblower.
Make It Personal:When applying through our website, use your cover letter to share why you’re passionate about working with Hornblower. Draw on any personal experiences you have in the hospitality scene and how they inspired you to apply for this seasonal role. We love a personal touch!
How to prepare for a job interview at Hornblower
✨Know Your Menu Inside Out
With a seasonal role in hospitality-food-service, it’s super important to familiarise yourself with the menu. Be ready to chat about your favourite dishes, special ingredients, and any dietary considerations people might have. This shows you're passionate and prepared to provide excellent service right from the start!
✨Brush Up on Your Customer Service Skills
In hospitality, customer service can make or break the experience. Think of scenarios where you've gone the extra mile for a guest, or how you've handled challenges with a smile. Prepare a few stories that highlight your ability to connect with customers, solve problems, and create a welcoming atmosphere.
✨Flexibility is Key
Seasonal roles often require us to be flexible with our hours and responsibilities. During the interview, be prepared to discuss your availability and willingness to adapt. Highlighting your ability to jump into different roles, whether it’s serving or kitchen support, can really set you apart.
✨Showcase Your Team Spirit
Hospitality thrives on teamwork, especially in busy seasons. Prepare to share experiences where you collaborated with colleagues to create a seamless experience for guests. If you've got any examples where you helped to lift team morale during busy shifts, mention them! It’s all about showing that you can contribute positively to the work environment.
