SALARY: £50,000
LOCATION: On Site - London, SE16 4TU

POSITION SUMMARY

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 the Marine Operations Manager, you will bring knowledge and experience of crew and vessel management, vessel operation and maintenance, crew training and interpersonal skills to our team. To promote the brand image and enhance the reliability and reputation of City Cruises. Work closely with the Crew & Fleet Operations Manager, 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

• Average of 42.5hrs per week to meet the business needs. Hours may differ each week depending on operational requirements
  • Weekend work is required based on a rotation of one weekend in four.
• Enhance City Cruises reputation for reliability by ensuring vessels depart Cherry Garden Pier on time and preventing delays or cancellations to planned first departures.
  • Manage vessel movements at Cherry Garden Pier to ensure berthing plans are achieved and vessels are available on demand.
  • Ensure all vessels are bunkered daily with fresh water and sewage discharge is complete. 
  • Provide flexibility and resilience to the crewing function by acting as Captain on sightseeing and dining cruises as required to cover crew sickness or crew lateness. 
  • Liaise with the Engineering Department on engineering related issues effecting service. 
  • Maintain, in conjunction with the Engineering department, a record of vessel availability for service and repair and maintenance schedules.
  • Manage vessel fuel bunkering. 
  • Supervise and manage the work of the permanent and subcontracted cleaning staff in their work aboard vessels and the environment of Cherry Garden Pier
• Ensure safety across the fleet of vessels so our passengers and crew remain safe and enjoy their experience on the River Thames.
  • vessels meet Company standards in terms of safety. 
  • To comply with City Cruises’ Safety Management System (SMS) & Standard Operating Procedures (SOPs) at all times.
  • To navigate vessels on the River Thames safely in accordance with the Company passenger plan and PLA by-laws. 
  • Ensure vessels are clean, tidy and well presented at all times in compliance with London Port Health regulations. 
  • Liaise with and support the Compliance Department with SOPs, Emergency Procedure Guide (EPG), navigational risk assessments, generic passage plans and Search & Rescue documents (SAR).
• Act as the line manager to the vessel Crews.
  • Ensure daily documentation is issued to crew reporting for duty.
  • Assist with onboard drill management and oversee drills to ensure they are being conducted in the correct manner. 
  • Ensure company sickness and lateness policy is adhered to and manage accordingly. 
  • Conduct regular audits of vessels and maintain reports and records for follow up action.
  • Assist the Head of Operations with investigation meetings to manage boat crew’s performance and conduct.
• Assist with training and professional development of Crews
  • To train new starters and ensure they are signed off all relevant boats as per their training plan. 
  • Assist crew members towards refreshing their LKE and BML 
  • Assist mates embarking on their BML with practical and classroom-based support. 
  • Mentor the apprentices and support them in classroom-based activities supporting them to obtain their BML. 
  • To support the development and implementation of regular refresher training to all crew across all subjects. 
  • To monitor crew progression and assist in the evaluation of crew development and document accordingly. 
  • Conduct Competent Crew training as required for operational needs.
  • To provide practical support for the apprentices to ensure they have as much hands on training as possible, particularly on the run up to their BML exams. 
  • Support the Captains and Mates in onboard safety training for all crew members. 
  • Assist the Operations Team to deliver departmental inductions
• Become a super-user with Helm, which is City Cruises’ crew and vessel management dashboard and software package.
  • Provide training and support with Helm for current and new crew members
• Be an Ambassador for our RESPECT Service System & Values.
• Additional duties as may reasonably be required.

REQUIREMENTS & QUALIFICATIONS

Educational Level/Qualifications

• BML (Boat master’s Licence) Tier 1 & 2. 
• LKE (Local Knowledge endorsement). 
• Passenger endorsement. 
• Large Passenger Vessel endorsement. • Educated to GCSE level or equivalent. 
• Good knowledge of Excel, Word and Outlook.

Required Experience/Knowledge

• Experience operating as Captain of large passenger vessels. 
• Knowledge of vessel maintenance and vessel engineering. 
• Knowledge and experience of delivering maritime training. 
• Strong understanding of SMS requirements PLA and MCA regulations. 
• Captain of large passenger vessels – 2 + years’ experience minimum. 
• Health and Safety knowledge for the working environment.

Desirable Experience/Knowledge

• Signed off on the entire City Cruise’s’ fleet of sightseeing and charter vessels. If not, then this will be completed within the probationary period.
• An understanding of Health & Safety afloat and ashore and implementation of Safety Management System, preferably to ISM standard. 
• Experience working within the hospitality industry. 
• Experience of River Thames commentary/guiding. 
• Experience of managing people regarding investigations, disciplinaries and grievances, performance and absence. 
• IT and computer skills and experience of online platforms.

Personal Skills Required:

• Use excellent communication skills to perform great customer service. 
• To be able to write and speak English to the level required for the role. 
• Deliver excellence through customer satisfaction and living our City Cruises values. 
• To always exhibit a professional attitude. 
• Calm and able to work well under pressure. 
• Strong time management, flexibility and multitasking ability. 
• Due to the nature of the role, time keeping is very important and the suitable person will be required to attend work on a punctual basis. 
• Highly organized. 
• Able to work on own initiative. 
• 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. 
• Problem solver with the ability to offer solutions.