Customer Service Assistant - Pier Crew
Posted 2 hours 4 minutes ago by Hornblower Group
Seasonal position until the end of September, working on our Piers. You could be assigned to any of our Pier locations: Tower Millennium Pier, Westminster Millennium Pier, London Eye Waterloo Pier
and Greenwich Pier. Please bear this in mind when applying.
As the first point of contact for our visitors, the Guest Experience Assistant - Pier Crew supports our mission to create amazing experiences for our guests by delivering 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.
Customer Service- Provide exceptional hospitality to guests and coworkers as prescribed in our 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 or boarding information.
- Respond to customer queries using your 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 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 aboard the vessel.
- Work as part of the Pier team to meet daily revenue targets by selling a variety of tickets for our local sightseeing, attractions and dining products.
- Actively promote our local and global products and services.
- Strive to meet daily targets through a proactive and planned approach, promoting on board and 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 the delivery of special events.
- Be prepared to begin work at the scheduled time.
- Maintain uniform and personal grooming in compliance with appearance standards.
- Be an ambassador for our RESPECT service system.
- Previous experience in a guest services or customer facing role within the visitor attraction or hospitality industry.
- Previous experience providing an "At Seat" service and willingness to proactively approach guests.
- Customer service oriented - 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 or 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 attitude 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 for special events.
- Able to work for extended periods of time without sitting.
- Experience with POS systems, apps and software highly desirable.
- Ability to speak a second language.
- Relevant industry or customer service related qualifications.
- Knowledge of Health & Safety procedures and/or first aid qualification.
- Respect - We will value, appreciate and respect each other. We will foster diversity and inclusivity.
- Environment - We will respect our planet, conserve, protect and educate, and practice environmental stewardship.
- Safety - We will think and work safely, follow safety standards and instructions, and create a safe and secure workplace.
- Professionalism - We will conduct ourselves professionally, take responsibility for our actions, and own the problem until it is solved.
- Exceed - We will continuously improve and exceed standards and expectations.
- Communication - We will be open and honest, choose a respectful approach, and share information effectively.
- Teamwork - We will exist to serve others, anticipate their needs, and practice enthusiastic friendliness.
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.