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- 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.
- 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.
- 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
Contact Detail:
Hornblower Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Assistant in London
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on their values and mission. This way, you can show how your customer service skills align with their goal of creating amazing experiences for guests.
✨Tip Number 2
Practice your communication skills! Since you'll be interacting with guests and coworkers, it’s crucial to convey information clearly and politely. Try role-playing common scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your sales skills! Think of ways you can upsell or promote products during your interview. Share examples from past experiences where you successfully increased sales or enhanced guest experiences.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Assistant in London
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight any previous experience in customer service or hospitality roles. We want to see how you've gone above and beyond to create amazing experiences for guests, so share those stories!
Be Clear and Concise: When filling out your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point, so make every word count!
Tailor Your Application: Take a moment to read through the job description and align your skills with what we're looking for. Mention specific duties or responsibilities that resonate with your experience, showing us why you're the perfect fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Hornblower
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Assistant role. Familiarise yourself with the key responsibilities, especially around guest experience and safety protocols. This will help you demonstrate your knowledge and enthusiasm for the position.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided exceptional customer service. Think about times when you went above and beyond to enhance a guest's experience or handled a challenging situation. This will show that you're not just capable but also passionate about delivering great service.
✨Practice Your Communication
As communication is key in this role, practice articulating your thoughts clearly and confidently. You might want to rehearse common interview questions with a friend or in front of a mirror. This will help you feel more comfortable and ensure you convey your ideas effectively during the interview.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you'd handle specific situations on board. Think about how you would manage crowd control, assist in emergencies, or upsell products. Having a few well-thought-out responses ready will demonstrate your problem-solving skills and readiness for the role.