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Job description

About Us

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, and other special occasions across London, Poole and York.

About You

You will manage the Operations function and to act as a deputy to and support the Head of Operations. You will work closely with the Head of Operations, Senior Customer Experience Manager (Cabin Crew), Compliance and Training Team, Pier Crew Team and the Operations team to ensure the smooth running of the department.

Essential Duties & Responsibilities

• Ensure the crew schedules are prepared and posted in a timely manner, and that the crewing of vessels for busier season is planned in advance to support Commercial requirements.
• Ensure that all vessels assigned to product or service are fully certificated and fit for purpose.
• Work with the Training team to ensure that any training of crew is planned in advance and accommodated within the crew schedule.
• Supervise and guide the Operations Assistants in the performance of their tasks.
• Prepare and issue the daily briefing folders to Captains reporting for duty each day.
• With the support of the Compliance Team, ensure the following are maintained:
• Safety Operating Procedures (SOPs) manual as required
• Emergency Procedures Guide (EPG)
• Navigational Risk Assessments
• Generic Passage Plans
• Search and Rescue (SAR) documents
• Maintain and issue all Bridge documentation as defined in SOPs.
• Conduct regular audits of vessels and maintain reports and records for follow up action.
• Ensure the crew schedules support the emergency drills program and that any non-compliances are addressed appropriately.
• Maintain timekeeping and attendance records for all boat crew.
• Complete and submit timesheets to the payroll department to ensure prompt payment for all boat crew.
• Maintain individual KPI reports for Bridge crews.
• Raise reports as appropriate from log sheets, and repair and maintenance requests submitted daily by Captains.
• Maintain, in conjunction with the Engineering department, a record of vessel availability for service and repair and maintenance schedules.
• Attend scheduled and ad hoc SMS meetings with boat crew and the management team.
• Produce reports for departmental expenditure against budget (Weekly/Monthly/Annual).
• Produce a weekly report showing authorised and unauthorised failure to adhere to the published pier arrival and departure schedule.
• Maintain a close liaison with pier managers to receive reports of deficiencies and resolve problems arising.
• Assist the Head of Operations in the allocation of staff in line with staffing levels and budgets.
• Manage the Permit to Work procedures applicable to Cherry Garden Pier and work aboard vessels and moorings.
• Supervise and manage the work of the permanent and sub contracted cleaning staff in their work aboard vessels and the environment of Cherry Garden Pier.
• Be familiar with all Company services and contracted relationship with services provided by LRS and other subcontractors.
• Manage, in conjunction with Engineering, services provide by bunkering, cleaning and waste product sub-contractors.
• Implement Company health and safety policy, emergency and fire procedures and when necessary, instruct other staff on actions required, including:
• Fire drills.
• Safety barrier disciplines.
• Wearing of PPE by all personnel, including sub-contractors.
• Potable water point and hoses disciplines
• Give accurate information and answers to queries from external and internal sources on all services and products provided by the Company.
• Promote the highest level of customer care given by boat crews to ensure a clean, comfortable and safe environment for all our customers.
• Provide information to customers in a polite and helpful manner, both face to face and over the phone.
• Ensure that all information of a confidential nature gained in the course of duty is not divulged to third parties.
• Attend functions, conferences, meetings and training as directed by Head of Operations.
• Ensure that procedures for cash reconciliation are carried out correctly, and that floats and stock are signed in and out in accordance with company policy and procedures.
• Create and implement control procedures for any other operational activity not already covered by this Job description.
• Be able to carry out investigation meetings to manage boat crew’s performance and conduct.

Requirements & Qualifications

• 5+ years experiences in operations management.
• Experience of vessel and pier management.
• Experience of managing people regarding investigations, disciplinaries and grievances, performance and absence.
• Sound understanding of SMS requirements and MCA regulations.
• Health and Safety knowledge for the working environment.
• Be flexible in carrying out duties at any of the company’s locations, offices or departments, and fulfill other assigned tasks.
• Degree qualified preferred, but not essential.

Skills & Attributes

• Strong time management, flexibility and multitasking ability.
• Strong organisational and administrative skills.
• Team player with strong interpersonal and people skills with positive outlook.
• Excellent problem solver.
• Ability to handle difficult conversations.
• Very good IT and computer skills and experience of online platforms.
• Ability to develop key relationships with important stakeholders.
• Collaborative influencing and persuasive skills.
• Proactive and commercially minded.
• Ability to handle confidential information.

Job Types: Full-time, Fixed term contract
Contract length: 10 months

Salary: £43,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Referral programme
• Sick pay

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Experience:

• Operations: 5 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person

About City Experiences

Revenue: Unknown / Non-Applicable
Size: 1001 to 5000 Employees
Type: Company - Public
Website: www.cityexperiences.com