About this role
This is a full time, permanent, variable hour role - £32081.40 per year
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.
As a Customer Service Supervisor, you will bring creativity, excellent customer service and selling skills to our team. In return we are keen to support you in developing your career in the tourism industry and provide you the opportunity to be part of an active social culture and a great team! If this role sounds right for you, please get in touch!
Purpose of the role:
Supervise the retail sales and customer service delivery across the City Cruises fleet. Ensure that the cabin crew staff are working to deliver the Guest Experience in line with company training, merchandising products to company standards, selling to meet revenue budgets and delivering excellent service to our customers.
Essential Duties & Responsibilities
- On the job training and supervision of cabin crew to ensure the correct use of Standard Operation Procedures on a daily basis.
- To ensure that the onboard facilities comply with all relevant legislation relating to health and safety, food hygiene regulations and licensing legislation.
- Support staff in resolving issues and discrepancies during the shift and reporting any unresolved issues to management.
- Issue instructions each day and assign duties to cabin crew. Monitoring and observing cabin crew carrying out these duties as expected by the Food & Beverage department.
- Demonstrate best practice is sales and customer service techniques and ensure the effective supervision of all team members on your shift.
- Observe and evaluate cabin crew performance. Offer advice and recommendations for improvements. Highlight training needs to Food & Beverage department.
- Supervise the preparation of the vessel, making sure that the retail area, cabin and facilities are clean and presentable before departure and throughout the service.
- Supervise cabin crew in their support of the boat crew.
- Provide all the service required as a member of the cabin crew during each shift.
- Audit paperwork and checklists to ensure compliance with company procedures and regulations.
Requirements & Qualifications
Educational Level/Qualifications
- Educated to GCSE level or equivalent.
Experience/Knowledge
- Proven experience within Guest Services in a customer facing role.
- Supervised a team.
- Experience working with retail sales.
Desirable:
- Travel & Tourism background
- Worked in a sale environment.
Personal Skills
Required:
- Perform great customer service.
- Act with integrity at all times
- Approach everything with integrity with what you do
- Deliver excellence through profit, customer satisfaction and living our City Cruises values.
- Work with empathy
- Able to work to high standards of accuracy.
- To exhibit a professional attitude at all times
- Smart/Well-presented and represent the company at all times.
- Excellent communication skills and highly organized
- Sales driven.
- Customer focused.
- Calm and able to work well under pressure.
- Excellent numeracy and literacy skills
- To be flexible in carrying out your duties at any of the company’s locations, offices or departments and fulfil other tasks that fall within your post as required.
Desirable:
- Company focused.
- Self-motivated
- Willingness to learn and progress.
- Problem solver
- Can speak a 2nd language.
- Good mentoring skills
If you believe you are suitable for this position, please complete our application form.
We look forward to seeing you there!
Other facts
About Hornblower Group Inc.
Hornblower Group is a global leader in transportation and sightseeing, with over a century of maritime and hospitality innovation. Through our City Experiences division, we deliver unforgettable experiences via brands like City Cruises, Walks, Devour, and City Ferry—offering dining cruises, guided tours, and essential ferry services across the U.S., Canada, and the UK.
Our portfolio includes Hornblower Marine, providing vessel maintenance at Bridgeport Boatworks, and Anchor Operating System, LLC, delivering smart reservation and ticketing solutions for travel and entertainment industries.
Operating in 10 countries and 50+ U.S. cities, we serve over 20 million guests annually. Headquartered in Orlando, with offices in San Francisco, Boston, Chicago, New York, London, Dublin, and Ontario, Canada, we’re redefining how people explore the world—by water, by land, and experience.
What you'll do
- Supervise the retail sales and customer service delivery across the City Cruises fleet, ensuring that cabin crew deliver excellent service and comply with company standards. Provide on-the-job training and support to staff while monitoring performance and addressing any issues that arise.
Ready to join Hornblower Group Inc.?
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