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About the Role

Operating as the first point of contact for visitors, the Guest Experience Assistant – Pier Crew supports the mission to create amazing experiences for guests by delivering professional, polite, and proactive service at ticket offices and across piers. This role involves rotating between sales agent duties, managing passenger flow, and assisting guests with vessel boarding and disembarking.

Responsibilities

• Provide exceptional hospitality to guests and coworkers as prescribed in the RESPECT service system.
• Ensure the highest level of customer care is shown at all times to maintain a clean, comfortable, and safe environment for all passengers.
• Process pre-booked voucher and trade customers accurately and efficiently at the ticket office.
• Deliver clear and effective communication to customers regarding service delays or cancellations.
• Troubleshoot discrepancies with customers’ tickets/boarding information.
• Respond to customer queries using knowledge of London, its attractions, and City Cruises products.
• Adhere to all Health and Safety requirements in accordance with the company’s Safety Management System (SMS), ensuring passenger safety 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.
• Work as part of the Pier team to meet Daily Revenue Targets by selling a variety of tickets for local Sightseeing, Attractions, and Dining products.
• Actively promote 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.
• Account for all cash handling and credit card payments accurately and in accordance with company policy and procedures.
• Complete all pre-departure forms and checklists.
• Complete 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.
• Perform additional duties as may reasonably be required.
• Act as an Ambassador for the RESPECT Service System.

Requirements

• 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 the 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, inclusive of public/bank holidays and some evenings to assist with special events.
• Able to work for extended periods of time without sitting.
• Commitment to upholding RESPECT values.

Skills

• POS systems, apps and software
• Second language
• Health & Safety procedures
• First aid

Location

• Tower Millennium Pier, Westminster Millennium Pier, London Eye Waterloo Pier and Greenwich Pier

Work Type

• Seasonal
• Full-time

Experience Level

• Entry Level

Education Level

• GCSE or equivalent

About the Company

• Hornblower Group is a global leader in experience and transportation with a 100-year history.
• The company's portfolio includes water- and land-based experiences and ferry and transportation services.
• City Experiences, the premier experience division, offers dining and sightseeing cruises and walking and food tours.
• City Ferry is the largest private operator of high-speed passenger and vehicle ferries in the United States.
• Subsidiaries include Hornblower Marine, Bridgeport Boatworks, Seaward Services, Inc., and Anchor Operating System, LLC.
• Hornblower Group's global portfolio covers over 10 countries and serves more than 20 million guests annually.
• Headquartered in Orlando, Florida, with additional corporate offices in multiple global cities.

Equal Opportunity

• 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.