Customer Service Supervisor

City Cruises London UK, Cherry Garden Pier, London, London, City of, United Kingdom

Posted Tuesday, January 27, 2026 at 3:00 AM

Hornblower Group
is a global leader in experiences and transportation.

Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water-based experiences (dining and sightseeing cruises), land-based experiences (walking and food tours) and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers land- and water-based experiences as well asferry and transportation services.

Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a marine services company specializing in the operation, maintenance and repair of government and privately owned vessels.

Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity,provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California;
Boston, Massachusetts;
Chicago, Illinois;
London, United Kingdom;
New York, New York;
Dublin, Ireland; and across Ontario, Canada. For more information, visit

This is a full time, permanent position paying £32081.40 per year

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.

As a Customer Service Supervisor, you will bring creativity, excellent customer service and selling skills to our team. In return we are keen to support you in developing your career in the tourism industry and provide you the opportunity to be part of an active social culture and a great team! If this role sounds right for you, please get in touch!

Purpose of the role:

Supervise the retail sales and customer service delivery across the City Cruises fleet. Ensure that the cabin crew staff are working to deliver the Guest Experience in line with company training, merchandising products to company standards, selling to meet revenue budgets and delivering excellent service to our customers.

• On the job training and supervision of cabin crew to ensure the correct use of Standard Operation Procedures on a daily basis.
• To ensure that the onboard facilities comply with all relevant legislation relating to health and safety, food hygiene regulations and licensing legislation.
• Support staff in resolving issues and discrepancies during the shift and reporting any unresolved issues to management.
• Issue instructions each day and assign duties to cabin crew. Monitoring and observing cabin crew carrying out these duties as expected by the Food & Beverage department.
• Demonstrate best practice is sales and customer service techniques and ensure the effective supervision of all team members on your shift.
• Observe and evaluate cabin crew performance. Offer advice and recommendations for improvements. Highlight training needs to Food & Beverage department.
• Supervise the preparation of the vessel, making sure that the retail area, cabin and facilities are clean and presentable before departure and throughout the service.
• Supervise cabin crew in their support of the boat crew.
• Provide all the service required as a member of the cabin crew during each shift.
• Audit paperwork and checklists to ensure compliance with company procedures and regulations.

Requirements & Qualifications:

Educational Level/Qualifications

• Educated to GCSE level or equivalent.

Experience/Knowledge

• Proven experience within Guest Services in a customer facing role.
• Supervised a team.
• Experience working with retail sales.
• Travel &…