City Cruises UK Team Lead

7 days ago

London, Greater London, United Kingdom City Cruises UK Full time
Job Description

**About City Cruises UK**

City Cruises UK is a leading provider of public dining and sightseeing cruises, as well as private charters for corporate events, birthday parties, weddings, or other special occasions. We operate across London, Poole, and York, offering a unique and memorable experience for our customers.

**Job Summary**

The Pier Manager will oversee the retail sales and customer service delivery at City Cruises pier locations. This role requires a strong leader who can manage a team, ensure excellent customer service, and drive revenue growth.

**Key Responsibilities**

  • Manage retail sales and customer service delivery at pier locations to meet revenue budget targets.
  • Train and manage a team of staff to deliver exceptional customer service and meet sales targets.
  • Monitor and report on key performance indicators, including sales revenue, customer satisfaction, and staff performance.
  • Develop and implement strategies to improve customer experience and drive sales growth.
  • Collaborate with other managers and teams to resolve issues and achieve business objectives.
  • Ensure compliance with company policies and procedures, including health and safety, customer service, and sales standards.
  • Participate in regular communication with the Head of Piers on issues relating to pier operations.
  • Develop and implement staff incentives to improve sales and customer service.
  • Monitor and report on cancellation revenue and numbers.
  • Be a key holder for a nominated ticket box and respond to alarm calls outs on behalf of the company.
  • Dispatch City Cruises boats from the piers according to the operational schedule.
  • Responsible for the sale and reconciliation of third-party attraction tickets.
  • Engage, brief, and train existing team in new customer experience expectations and ensure key KPIs are captured in NPS scoring feedback.
  • Measure and report the performance of all new initiatives against plan and budget.
  • Develop relationships with key LRS management representatives and pier controller.
  • Create written briefs to the team and provide training on new initiatives and processes.
  • Train staff on all aspects of POS system.

**Requirements and Qualifications**

**Education and Experience**

Educated to GCSE's or equivalent. Experience in managing a team, customer services, sales, and hospitality.

**Skills and Abilities**

  • Excellent customer service and communication skills.
  • Strong leadership and management skills.
  • Ability to work in a fast-paced environment and meet deadlines.
  • Results-driven with a focus on customer satisfaction.
  • Ability to influence and build strong business partnerships within the organization.
  • Flexible approach to work schedule based on business needs.
  • Promote strong team ethics and motivate staff to be proactive members of the Pier Team.

**Job Type**

Full-time, Permanent

**Salary**

£34,218.76 per year

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