Guest Experience Assistant – Pier Crew

Job Description
Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems.

Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries.

Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California;
Boston, Massachusetts;
Chicago, Illinois;
London, United Kingdom;
New York, New York;
Dublin, Ireland; and across Ontario, Canada. For more information, visit

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, Poole and York.

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.

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.
• Respond 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.
• 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,…