At a Glance
- Tasks: Deliver exceptional customer service and ensure guest safety on board.
- Company: Join a vibrant team in the hospitality industry, creating memorable experiences.
- Benefits: Seasonal role with flexible shifts and opportunities for growth.
- Other info: Work with a dynamic team and enjoy a fun, fast-paced atmosphere.
- Why this job: Be part of an exciting environment while enhancing guests' journeys.
- Qualifications: Experience in customer service and a passion for hospitality.
The predicted salary is between 1200 - 1800 £ per month.
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. Please bear this in mind when applying.
The Customer Service Assistant, referred to internally as Guest Experience Assistant – Cabin Crew supports us in our mission to creating 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.
- Sales
- 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.
Customer Service Assistant in London employer: Hornblower
Hornblower is an excellent employer, offering a vibrant work culture that prioritises teamwork and exceptional customer service. Located in the heart of Greater London, employees benefit from flexible working hours, opportunities for personal growth, and the chance to engage with diverse guests, making every day rewarding and meaningful.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Assistant in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hornblower. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hornblower before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Assistant in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hornblower:Your cover letter is your chance to shine! Tell us why you want to work at Hornblower specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hornblower!
How to prepare for a job interview at Hornblower
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
