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- Tasks: Supervise customer service and sales on City Cruises, ensuring an excellent guest experience.
- Company: Join a vibrant team in the tourism industry with a focus on creativity and customer satisfaction.
- Benefits: Permanent contract, competitive salary, and opportunities for career development.
- Other info: Enjoy a supportive culture with opportunities to grow in the travel and tourism sector.
- Why this job: Be part of a dynamic environment where you can make a real impact on customer experiences.
- Qualifications: Experience in guest services and team supervision, with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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 RESPONSIBILITES:
- 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:
Required:
- 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.
- Sales driven.
- Customer focused.
- Calm and able to work well under pressure.
- Excellent numeracy and literacy skills.
- To be 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.
Desirable:
- Can speak a 2nd language.
- Good mentoring skills.
- Travel & Tourism background.
- Worked in a sales environment.
Customer Service Supervisor employer: Hornblower
Contact Detail:
Hornblower Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Supervisor
✨Tip Number 1
Network like a pro! Reach out to your connections in the tourism industry and let them know you're on the hunt for a Customer Service Supervisor role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer service and team supervision. We recommend role-playing with a friend or using online resources to get comfortable with your responses. Confidence is key!
✨Tip Number 3
Showcase your skills during the interview by sharing specific examples of how you've handled customer issues or improved team performance in the past. This will demonstrate your experience and ability to excel in the role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Service Supervisor
Some tips for your application 🫡
Show Off Your Customer Service Skills: Make sure to highlight your experience in customer service and any supervisory roles you've held. We want to see how you've gone above and beyond to create great experiences for customers!
Be Creative in Your Approach: Since creativity is key for this role, don’t hesitate to share examples of how you’ve used innovative solutions in past jobs. We love seeing fresh ideas that can enhance the guest experience!
Tailor Your Application: Take a moment to read through the job description and align your skills with what we’re looking for. Personalising your application shows us you’re genuinely interested in joining our team!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Hornblower
✨Know the Company Inside Out
Before your interview, take some time to research the company and its values. Understand their mission in the tourism industry and how they deliver customer service. This will help you align your answers with what they’re looking for and show that you’re genuinely interested in being part of their team.
✨Showcase Your Leadership Skills
As a Customer Service Supervisor, you'll need to demonstrate your ability to lead a team. Prepare examples from your past experiences where you've successfully supervised or trained staff. Highlight how you resolved issues and improved team performance, as this will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect to be asked about specific situations you might face on the job. Think of scenarios related to customer service challenges or team management. Practise your responses, focusing on how you would handle these situations while maintaining high standards of service and compliance with regulations.
✨Dress to Impress
First impressions matter! Make sure you dress smartly and presentably for your interview. This not only reflects your professionalism but also shows that you understand the importance of representing the company well. A polished appearance can set a positive tone for the rest of the interview.