Pier Manager

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, Poole, and York.

Position Summary

The Pier Manager will manage the retail sales and customer service delivery at City Cruises pier locations. Ensure that the pier staff are sufficiently trained and managed to deliver the customer experience to meet revenue budget targets and deliver a safe customer service to our customers.

Essential Duties & Responsibilities

• Retail revenue sold at the Pier. Sales and revenue pier outlet as measured against budget.
• Customer service delivery to agreed standards at pier location.
• Management of recording data on time performance of the service against schedule.
• Management of refunds process at piers.
• All operational matters relating to the day to day running of the pier location including, staff and retail systems.
• Participate in regular communication to the and Head of Piers on issues relating to the piers.
• Work and liaise with other managers and team members to resolve any issues as soon as possible.
• Develop staff within direct team to deliver the required customer experience.
• Work with other managers to develop regular staff incentives to improve sales.
• Retail sales revenue against budget (Weekly/Monthly/Annual).
• Measurement of cancellation revenue/numbers (Weekly/Monthly/Annual).
• To be a key holder for a nominated ticket box and to respond to alarm calls outs on behalf of the Company.
• Despatch of City Cruises boats from the piers according to the operational schedule
• To be responsible for the sale and reconciliation of third party attraction tickets.
• To engage, brief and train existing team in new customer experience expectations and ensure key KPIs are captured in NPS scoring feedback.
• To measure and report the performance of all new initiatives against plan and budget.
• To develop relationships with key LRS management representatives and pier controller.
• To create written briefs to the team and provide training to the team on the new initiatives and processes
• To train staff on all aspects of POS system

Requirements & Qualifications

Education Level/Qualifications Required:

Educated to GCSE’s or equivalent

Experience Required:

• Experience in managing a team and rotas.
• Experience in Customer Services working with crowd control.
• Worked in a sales environment
• Hospitality experience
• Knowledge of the Travel & Tourism industry

Skills Required:

• Perform great customer service
• Respect your colleagues and City Cruises customers
• Approach everything with integrity with what you do
• Deliver excellence through profit, customer satisfaction and living our City Cruises values
• Work with empathy
• Attention & accuracy to detail
• Results driven yet customer focused
• To exhibit a professional attitude at all times
• Smart/Well presented and represent the company at all times
• Ability to influence and build strong business partnerships within the organisation
• Can-do attitude with the ability to react calmly in a pressurised situation
• Ability to own and follow-through on projects required and issues raised
• Excellent organisational and time management skills
• Excellent written, verbal communication and people management skills
• Flexible approach to work schedule based on needs of business
• Promote strong team ethics
• Motivate the staff to be proactive members of the Pier Team
• 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

Job Types: Full-time, Permanent

Pay: £34,218.76 per year