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On-board Customer Service Assistant
2 months ago
DEPARTMENT Catering
REPORTS TO Catering Supervisor
DIRECT REPORTS N/A
On-board Customer Service Assistant (OCSA) JOB SUMMARY
This role works in close collaboration with all other frontline teams to deliver the best in class service for UBTC on the frontline.
QUALIFICATIONS & EXPERIENCE
• Have a genuine desire and ability to work with the public in a front line, customer focused environment.
• Be committed to working to high standards and providing the highest level of visitor care
• A team player with a flexible, positive and committed attitude to work.
• Thrive in a very busy environment and maintain patience and empathy even when working under pressure.
• Food hygiene certificate – Level 2
• Previous, relevant working experience within a Customer / Food Service or Retail environment
KEY RESPONSIBILITIES
• The production and delivery of drinks / food in line with brand standards & recipes and in compliance with relevant food safety and alcohol licensing laws.
• To understand and follow the Bar and Till Training Procedures to ensure that all transactions are recorded accurately and to make all reasonable efforts to ensure that stock is not lost or stolen.
• To always provide a ‘world class’ standard of customer service, being proactive in offering customer information throughout the whole customer journey.
• Working alongside the rest of the on-board team to ensure that the cleaning programme is followed and that all vessels are kept to a high standard of cleanliness at all times during service.
• To assist the Master / Mate / DCSA in any emergency situations and take part in monthly drills to ensure preparedness for such events.
• To serve food and beverages to customers following prescribed methods of portioning, presentation, and combinations in line with our brand standards and answer questions about products.
• To follow food hygiene / safety procedures in line with health and safety requirements. • To ensure sales of alcohol are completed responsibly and in line with licencing requirements.
• To greet and engage with all customers on board with a friendly welcome and explore their requirements for food and drink.
• To process all sales through the EPOS system and ensure payment is taken and recorded in full.
• To follow all relevant processing of transactions and be accountable for all transactions completed with customers.
• To maximise the profitability of your sales by offering suitable ‘add-ons’ (Upselling) which could enhance the customer’s enjoyment of their purchase. For example, a pastry with a coffee.
• To minimise losses by taking all reasonable steps to ensure stock is not lost, stolen or damaged.
• To restock goods in the bar as and when required and ensure appropriate displays of merchandise according to planogram.
• Report to line manager any feedback, complaints, suggestions, stock requirements, breakages, faults or hazards identified during the course of the work.
• To sell tickets to any passengers who at the discretion of the crew or pier staff have been allowed to board outside of our ‘Pay Before You Travel’ policy.
• To use the onboard resources to make announcements over the PA system to make customers aware of the onboard bar offering food and beverages and then answering any individual customer queries.
BEHAVIOURAL COMPETENCIES:
• Communication
• Team player
• Stakeholder management
• Organisational skills
Motivational skills
• Conflict resolution
• Time management
• Emotional intelligence
• Negotiation skills
• Adaptability
• Proactive
• Collaborative
LOCATION AND TRAVEL
London
