The position of onboard guest experience crew is central to delivering an exceptional customer experience aboard our vessel the Canny Lass. This role is responsible for ensuring passengers receive a warm welcome, excellent customer service and a safe, enjoyable experience throughout their time on board.
As an onboard guest experience crew member you will be one of the main points of contact for passengers and will play an important role in the day-to-day operation of the vessel.
Duties include passenger boarding, serving refreshments, assisting with enquiries, maintaining cleanliness and presentation standards, and supporting the safe operation of each sailing.
The successful candidate will be friendly, approachable and reliable, with a genuine passion for customer service and creating memorable experiences for visitors to Newcastle and the River Tyne.
Overview of Job Functions
Guest Experience
- Welcome passengers aboard in a professional and friendly manner.
- Assist with passenger boarding and disembarkation.
- Provide information regarding cruises, landmarks and onboard facilities.
- Assist with customer enquiries.
- Support passengers with reduced mobility and additional accessibility requirements in accordance with company procedures.
- Ensure all passengers receive a high standard of customer service throughout their visit.
Food & Beverage
- Prepare and serve hot drinks, cold drinks and refreshments.
- Operate onboard till and payment systems.
- Maintain stock levels throughout the day.
- Ensure food and beverage areas are clean and well presented.
- Follow all food hygiene and allergen procedures.
- Receive, load and safely store stock deliveries.
- Assist with stock counts and inventory control.
Vessel Presentation
- Maintain high standards of cleanliness throughout the vessel.
- Clean seating areas, tables, windows and public spaces.
- Assist with vessel turnaround between sailings.
- Complete cleaning and hygiene checklists.
- Report maintenance issues or defects to management.
Uniform & Presentation
- Follow the Tyne Cruises uniform and dress code at all times.
- Maintain a professional, clean and well-presented appearance.
- Comply with food hygiene requirements relating to personal presentation, including hair restraints where required.
- Wear any personal protective equipment (PPE), when required, provided by the company.
Vessel Operations & Safety
- Follow all company health and safety procedures.
- Assist crew during emergency situations as instructed.
- Ensure passenger areas remain safe and free from hazards.
- Assist with vessel preparation before the first sailing and securing the vessel at the end of the day.
- Assist with rope handling during mooring and unmooring operations under the direction of the Captain.
- Handle mooring lines, fenders and associated equipment safely following training.
- Carry out pre-departure and post-arrival operational tasks.
- Assist with moving and setting up onboard furniture and equipment.
- Ensure passenger areas remain safe, clean and free from hazards.
- Support the Captain with the safe operation of the vessel at all times.
- Participate in emergency drills and undertake designated emergency duties.
- Assist with passenger emergency procedures when required.
- Report defects, safety concerns or maintenance issues promptly.
Essential Skills Required
- Excellent customer service skills.
- Friendly, positive and professional attitude.
- Good communication skills.
- Ability to work as part of a team.
- Reliable and punctual.
- Comfortable working with members of the public.
- Ability to remain calm under pressure.
- Hospitality, retail, tourism or customer service experience beneficial but not essential.
Physical Requirements
- Able to lift, carry and move stock, beverages and catering supplies.
- Able to assist with moving chairs, tables and onboard equipment.
- Able to safely undertake rope handling and mooring duties following training.
- Comfortable working on and around water in varying weather conditions.
- Able to remain on their feet for extended periods during sailings.
Job Types: Full-time, Permanent
Work Location: In person
