Job Description
Hornblower Groupis a global leader in experienceand transportation.
Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water
- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems.
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 full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial 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 hornblowercorp.
Com.




Senior Guest Experience Manager – £41,079.50 per yearYou will work five days out of seven, with an average of two weekends per month (with flexibility around working days). The role requires availability to work across all four of our piers: Tower, Westminster, Greenwich and Waterloo.
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 SummaryAs 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.
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 and supportive 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, rapid 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)-

📌 Senior Guest Experience Manager (London)
🏢 Hornblower Group
📍 London