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 hornblowercorp.com.

This is a full-time, permanent position with a salary of £32,396.74 per annum (increase once probation has been passed), plus a paid performance-based incentive - 42.5 hours per week.

Must be fully flexible to work any 5 out of 7 days across the week incl weekends and bank holidays

**Post holders will be required to serve alcohol and must therefore be over 18**

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 and York.

The F&B Supervisor (known internally as the Functions Supervisor) will support the Functions Manager by leading the team in the delivery and execution of an excellent guest experience onboard all our dining cruises and private hire events. This position will ensure food safety and service delivery standards are maintained at all times.

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
• Anticipate customer needs and pre-empt any customer dissatisfaction and manage accordingly
• Tour the sales floor regularly, talking to colleagues & customers and identify/resolve any issues.
• Actively seeking customer feedback to improve the service

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
• Maintain the cleanliness and safety of all common areas

Sales

• Analysing sales figures and forecasting future sales volumes to maximize profits to achieve sales across all products
• To assist with promotional activity to attract prospective customers
• Ensure any wastage is minimized and accurately recorded.

Administrative/Other

• Completion of all function paperwork within the agreed timeframes
• Ensure all stock is on board and checked to company processes
• Participate in regular stock audits and all breakages recorded per company policy
• Be prepared to begin work at scheduled time
• Maintain uniform and personal grooming in compliance with appearance standards
• Additional duties as may reasonably be required
• Be an Ambassador for our RESPECT Service System

Leadership

• Provides leadership and guidance and training to team members
• Undertake induction for on the job training of waiting staff as per Company policy
• Ensure team briefings take place prior to the cruises with the team informing targets set
• Lead the Functions team, ensuring waiting staff are tending to guests needs within the company guidelines along with adhering to personal grooming and appearance standards.
• Ensure the team adhere to Financial practices and procedures in line with Company policy

#CityCruisesUK

All employees must commit to upholding our RESPECT values. They are as follows:

• Respect We will value, appreciate and respect each other. We will foster diversity and inclusivity.
• Environment We will Respect our planet. We will conserve, protect, and educate. We will practice environmental stewardship.
• Safety #1 We will think and work safely. We will follow safety standards and instructions. We will create a safe and secure workplace.
• Professionalism We will conduct ourselves professionally. We will take responsibility for our actions. We #will own the problem until it is solved.
• Exceed We will continuously improve. We will exceed standards and expectations.
• Communication We will be open and honest. We will choose a respectful approach. We will share information with others effectively.
• Teamwork We will exist to serve others. We will anticipate the needs of others. We will have fun 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.