Job Description

Senior Guest Experience Manager

This is a full-time role overseeing our piers in London - Tower, Westminster, Greenwich & Waterloo. The position requires flexibility to work any five out of seven days per week, including weekends (approximately two per month) and bank holidays, totaling 42.5 hours per week.

Salary: 41,079.50 per annum

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 and York.

Position Summary:

As Senior Guest Experience Manager (known internally as the Senior Pier Manager) you will lead the guest experience and colleagues across our London piers, ensuring safe, seamless, and welcoming journeys. You will set service standards, coach and develop the Pier Team, drive on?time departures, and deliver commercial results through world?class customer service. Working across Tower, Westminster, London Eye and Greenwich piers, you'll build a culture of operational excellence, continuous improvement, and safety?first operations in partnership with our key stakeholders.

Essential Duties & Responsibilities:

Customer Experience Leadership

Lead the delivery and continuous improvement of pier guest experience standards, using customer satisfaction and revenue insights data Be a visible leader, empowering teams to proactively support guests, resolve issues, and uphold exemplary customer service behaviours Deliver budget and revenue targets through effective staffing, service quality, and upsell execution.
People Management

Lead, develop and motivate Pier Managers, Team Leaders, and Crew, fostering a high-performance andsupportive culture. Ensure optimum staff coverage levels and strong service standards through recruitment, onboarding, and training. Manage performance, including ER case management, in collaboration with HR.
Operational Excellence

Deliver on?time departures and safe vessel dispatches across all piers Oversee ticketing/POS systems, cash control, stock, and accurate operational record?keeping. Collaborate closely with wider Operations team to manage schedules, disruptions and contingency plans.
Safety & Compliance

Champion a safety?first culture through adherence to SMS standards and proactive safety leadership. In collaboration with the Safety and Compliance team, lead risk assessments and crowd safety planning, ensuring safe guest movement and emergency readiness. Ensure compliance with TfL/LRS procedures; oversee incident reporting and corrective actions.
Stakeholder Engagement

Maintain strong relationships with external stakeholders, including LRS and trade unions. Promote cross-departmental collaboration and communication.

Requirements & Qualifications:

Proven leadership of customer facing teams in high footfall, fast paced environments (for example, transport, attractions, retail, hospitality, or tourism). Track record of driving NPS/CSAT improvements and commercial outcomes (conversion, retail, or ancillary revenue) Rostering and dynamic resource management experience Training, coaching, and performance management across multi-site operations. Proficient in MS Office and familiarity with retail software platforms. Budget management and ability to interpret and use data effectively. Excellent communication, problem-solving, and analytical abilities. Experience in unionised environments and employee relations (desirable)
Job Types: Full-time, Permanent

Pay: 41,079.50 per year

Benefits:

Cycle to work scheme Employee discount
Application question(s):

How many years of experience do you have managing teams in a customer-facing environment? Have you worked in a sales-based environment? If so, how many years? Have you worked within a retail/tourism environment with large passenger flows?
Experience:

Guest services: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person