Customer Service Assistant

POSTION ASSIGNMENT
Please note this is a seasonal position until the end of October and operates a 3 day on - 2 day off working pattern with shift times starting and finishing anywhere between 7am-8pm. Please bear this in mind when applying.
POSITION SUMMARY
The Customer Service Assistant, referred to internally as Guest Experience Assistant – Cabin Crew supports us in our mission to creating amazing experiences for our guests by delivering a professional, polite and proactive service throughout their journey. As a member of our onboard team, the Guest Experience Assistant will also operate as a member the Crew, supporting the Captain and Bridge Crew in routine and emergency situations such as the recovery of man over board, crowd control, evacuation, firefighting, first aid and any other safety matters as required.
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 ▪ Provide and facilitate an “at seat service” to guests which includes Food, Drink & Retail service enhancing the guest experience ▪ Greet and welcome guests onboard our vessels in a polite and courteous manner at all times ▪ Proactively offer Audio guides to guests who would like commentary in their own language (chosen)

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

Sales

Work as part of the onboard team to ensure that Daily Revenue Targets are met by selling drinks, snacks and attraction tickets and upselling Meal Deals.
Actively promote our local and global products and services
Strive to meet daily targets through a proactive and planned approach, actively promoting on-board/ticket promotions as appropriate

Administrative/Other

Completion of all pre-departure forms and checklists
Full completion of all daily forms and logs
Support with the delivery of Special Events
Maintain uniform and personal grooming in compliance with appearance standards
Additional duties as may reasonably be required

REQUIREMENTS & QUALIFICATIONS

Previous experience in a guest services/customer facing role within the visitor attraction/hospitality industry
Previous experience of providing an “At Seat” service with a willingness to proactively approach guests ▪ Customer Service orientated – 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/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” approach 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 and inclusive of public/bank holiday and some evenings to assist with special events ▪ Able to work for extended periods of time without sitting

**Post holders will be required to serve alcohol and must therefore be over 18**
Desirable though non-essential

Experience with POS systems, apps and software highly desirable
Ability to speak a second language
Relevant industry/customer service-related qualifications
Knowledge of Health & Safety procedures and/or first aid qualified

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