Job Description

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

City Cruises is the leading operator of passenger services on the River Thames, carrying in excess of two million people annually on its extensive sightseeing, entertainment and charter services.
As a Senior Pier Manager at City Cruises, you will be responsible for delivering a world-class guest experience while motivating the pier crew and driving revenue improvements. This role demands a dynamic leader with a strong focus on operational excellence, team development, and stakeholder collaboration. You will oversee all piers operated by City Cruises, ensuring safety, revenue growth, compliance, and efficiency.

Key Responsibilities:

Achieve budgeted revenue targets per pier (Weekly/Monthly/Annual). Identify areas for revenue improvement and implement strategies to enhance sales. Compile and present detailed weekly revenue reports to senior management. Deliver a world-class guest experience across all piers. Be visible across all piers to support pier teams where needed. Ensure all pier crew have the necessary equipment to fulfill their roles. Manage recording data on time performance of the service against schedule. Oversee the refunds process at piers. Manage operational matters relating to the day-to-day running at each pier location, including staff and retail systems. Ensure all City Cruises vessels are dispatched from all piers on time in line with the operational schedule. Support pier managers with employee-related issues and liaise with City Cruises Human Resources Department. Identify training needs and develop the team to ensure all aspects of pier operations are fulfilled. Conduct orientation days for new starters as required by the onboarding process and deliver departmental inductions as per company policy Interview and recruit to meet monthly budgeted grades across all piers. Address any sickness and lateness-related issues for all pier crew and conduct meetings as per company policy. Ensure the safety of our guests and adherence to the company safety policy. Comply with and adhere to LRS policies and procedures set out by TFL. Ensure all pier crew are issued company uniforms and manage uniform expectations to meet company policy. Record daily, weekly, and yearly passenger numbers boarded and passenger journeys. Regularly review NPS scoring reports and address any negative comments related to the pier crew. Ensure KPIs are captured in the NPS scoring feedback. Measure and report the performance of all new initiatives against plan and budget. To undertake any other tasks as required by the company

Person Profile:

Educational Level/Qualifications

Educated to GCSE's or equivalent Experience/Knowledge

Required:

Management of a team/s in a customer facing environment Worked in a sales based environment Working within a retail/tourism environment with large passenger flows Experience in an operational capacity Proficient in IT - Microsoft Word, Excel, Outlook and PowerPoint Training, Coaching and Development of a team/s to achieve company standards

Personal 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: 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