Job Description
Customer Service Agent – Cabin Crew
Location: central London-Bermondsey
Salary: £7.50/ hour
Our client is the leading operator of passenger services on the River Thames, carrying in excess of 2 million people annually on its extensive sightseeing, entertainment and charter services.
Main Purpose
To ensure high standards are achieved in the safety and sales onboard the vessel as well as the customer service experience of the passengers.
Provides our visitors with the best service possible in terms of bar sales, customer relations and providing information about services.
Principal Responsibilities
To follow company Health and Safety procedures and ensure that the Health and Safety of all our passengers is protected at all times and inform your Captain of any incident or near miss
To provide information for the passengers in a professional, polite and helpful manner
To 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
Increase the company’s revenue by providing a high level of customer service, information and advice on products, sell and up sell the onboard stock accurately
To acknowledge and promote the Company culture
To be familiar with all the services within the Company and our trade customers for day to day running
To ensure that the bar area and vessel is kept clean and tidy at all times
To ensure the bar remains fully stocked at all times by replenishing the bar accordingly
To sell, accurately record and account for stock onboard the vessels of the company
To account for all sales (cash and credit card) accurately and in accordance with Company policy and procedures
To welcome all passengers onboard the vessel and anticipate their needs
To assist the crew with passenger boarding and counting
To achieve all Sales targets set by the Company
To promote products/services as requested by the Company
To act as support crew to the bridge crew in routine and emergency situations including Recovery of Man Over Board, crowd control, evacuation, fire fighting, rendering, first aid and any other instruction issued by the Captain or the Mate
To ensure that all information of a confidential nature gained in the course of duty is not divulged to third parties
To maintain communication between bridge crew as instructed by your Captain and company procedure
Follows the Captain’s orders in performing crew duties in emergencies and in maintaining the safety of the Vessel
To ensure that the bar areas are opened and closed as required and that at all times it is ready to trade
To ensure that you have the necessary materials to be able to complete duties to the highest standard
To ensure that audio guided commentaries are present on the vessels
To dispose of waste products in efficient manner as instructed by Line Manager
To ensure the security of all Company property at all times
To undertake training as required by the management
To use the Haven system efficiently and accurately, in accordance with company’s policy and procedures
To check all tickets to ensure passengers have a valid ticket to travel to/from their destination
To follow the correct absence reporting procedures at all times to your line manager
To arrive at work on time agreed by the management team and to finish at the allocated duty time or appropriate time given by the manager
experience/Knowledge
Desirable:
Worked in a bar/restaurant would be an advantage
Customer facing role
Retail background
Worked in a sales environment
At least 12 months work experience
Hospitality experience
Knowledge of the Travel and Tourism industry
Personal Skills
Desirable
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 values
Work with empathy
Able to work to high standards of accuracy
To exhibit a professional attitude at all times
Smart/Well presented
Polite
Excellent communication skills and highly organised
Sales driven
Customer focused
Calm and able to work well under pressure
Excellent numeracy and literacy skills
Reliable
Is able to work to direction
To be flexible in carrying out your duties at any of the company’s locations, offices or departments and fulfill other tasks that fall within your post as required
Demonstrates a “Right First Time” attitude
Company focused
Self motivated
Willingness to learn and progress
Able to work to own initiative
Problem solver
Can speak a 2nd language
Good mentoring skills
NB. Please note that due to the high volume of applications we expect to receive you will only be contacted if you are shortlisted to the next stage of the recruitment process.