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 part-time, permanent role (approximately 30 hours per week), offering an hourly rate of £12.71 plus tips

The successful candidate must be flexible and available to work shift patterns from Monday to Sunday, including public/bank holidays and occasional evenings to support special events ••

Please note, this role involves working on a boat, so you will need to be comfortable being on your feet for extended periods ⛴️

As this position involves serving alcohol, applicants must be aged 18 or over •

Company Summary:

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.

Position Summary;

The Team Member (known internally as the Functions Team Member) will support the Functions Supervisor 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 & Responsbilities;

• 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
• Actively seeking customer feedback to improve the service Collaborate with other team members to ensure that orders are completed accurately and in a timely manner
• Understands and adheres to proper food handling, safety and sanitation standards
• Ability to follow all Company Operation policies and procedures
• Maintains a professional appearance and grooming standards
• Capability to handle multiple tasks with effective follow-through
• Exhibits a cheerful and helpful demeanor
• Demonstrates a complete understanding of our menu items and can explain them to guests accurately
• To assist with promotional activity to attract prospective customers
• Ensure any wastage is minimized and accurately reported to the supervisor
• 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
• Will be required to carry stock from storage area onto boat

Requirements & Qualifications;

• Customer Service orientated – Actively looks for ways to promote our business and enhance the guests’ experience
• Excellent time management capabilities
• Excellent communicator with the ability to effectively understand and convey written and verbal information to guests and coworkers
• Health & Safety awareness combined with Food Safety & Hygiene standards
• Previous experience in Restaurant/ Conference & Banqueting background
• Flexible “can do” approach with the ability to stay calm and work well under pressure
• Solutions orientated and focused to resolve any complaints in a calm and professional manner

Desirable though non-essential

• Ability to speak a second language
• Relevant industry/customer service-related qualification

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.