Who Are Absolute Taste and What Do We Do? We are an innovative culinary and customer service provider, dedicated to delivering inspirational food and experiences that redefine customer satisfaction. With a commitment to excellence and a passion for pushing boundaries, we continue to grow from strength to strength. As a small, dynamic team of event professionals, we specialize in creating exciting, well-managed, and sustainable events, while fostering strong working relationships. We're looking for individuals who share our fun, resilient, and hardworking values to join our supportive, high-performing team. This is an exciting opportunity to be part of a highly regarded organisation dedicated to success and a positive, empowering culture. About The Role As a Ticket Office & Operations Assistant, you will play a key role in ensuring the smooth, efficient running of all operational departments, including Admissions, Tours, Food & Beverage, and Retail. You will support the Operations Manager in delivering safe, effective day‑to‑day operations, with a strong focus on creating a memorable, world‑class guest experience for every visitor. You will also act as deputy in the Operations Manager’s absence, overseeing all departments, including catering, to maintain consistency, standards, and service excellence. A core part of the role is ensuring every team member embodies our company values and follows safe working practices in line with legislation and industry best practice. Behind the Brand Landmark London Venue & Luxury River Yacht Portfolio. River Thames, Westminster With over 7 decades of excellence in luxury river hospitality, Woods’ Silver Fleet is renowned for precision, service detail, and flawless execution at scale. Menus are refined, elegant, and thoughtfully curated using seasonal, sustainably sourced ingredients. Established for over 70 years, Woods’ Silver Fleet is a family-owned business renowned for its attention to design and service detail whilst aiming to grow and scale. Clients include Dom Pérignon, Google, TikTok, Jaguar, and Bulgari. Working hours : 40 hours a week Your Key Responsibilities as a Ticket Office & Operations Assistant will be: OPERATIONAL DELIVERY Deliver the initial and ongoing training of Tour Team as required for safe, efficient, and effective operation of the small onboard bar/café and sale of merchandise Work with Operations Manager to implement labour rotas, budgets in line with tour schedules for various day-types and seasonal needs. Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the tours team. Ensure the staff maintain a clean, organised, and welcoming service across multiple areas Manage the tour staff to ensure the delivery of excellent customer service, engaging with guests, answering questions, for an enjoyable experience onboard Ensure the Boat is prepared and ready on time. Assist with boarding ensuring a smooth and timely departure Address staffing and guest inquiries and resolve any issues promptly and professionally Ensure all safety precautions are followed in areas such as photography/PR waiver forms, equipment and delivery procedures Manages and rectifies guest complaints accordance with the service operational procedure and company policy, ensuring records are maintained. Lead and motivate staff to be “guest obsessed” and provide exemplary customer service. Manage queues and guest flow within the busiest areas of Pier and Quay in the safest and most optimal way. Efficiently respond to guest issues and concerns throughout the day and maintain communication amongst relevant departments. Initiate and organize all Host training in retail standards, stocking, inventory controls. Maintain adequate records. PRODUCT DEVELOPMENT. To conduct surveys and assist with promotional activities e.g. customer satisfaction feedback Manages performance and growth continuously seek ways to improve personal, team and business performance Monitors the visual appeal and effectiveness of all front and back of house areas regularly making improvement recommendations Proactively assess our delivery processes to identify areas for improvement and provide constructive feedback to enhance service delivery TEAM Actively and consistently leads by example and serves as aspirational role model at all times. Contribute to a strong team ethic and a culture of cross department support Clearly and effectively communicates existing and new policies, procedures, and information with Tours team Ensure that team members are empowered to deliver outstanding customer service including guest recovery as needed. Evaluate workforce performance. Coach and/or escalate as needed. Supports recruiting, hiring, onboarding, and ongoing training of the Team members Manages delivery of staff incentive opportunities to increase performance and promote teamwork. Follow policies and procedures in relation to employment as advised by Human Resources Coaches and Manages Tour Team to provide best-in-class guest experience and maximize profit in all assigned areas. REPORTING Complete all reports and checklists as required by standard operating procedures, ensuring accuracy and timeliness End of day banking reports Monthly Stocktaking activities for both Food and beverage, sales and wastages and ordering stock To immediately report any accident or incident ensuring appropriate policies and procedures are followed. Maintains oversight and control of all Front of house areas, quickly investigating errors, complaints, and incidents. Reporting to Operations Manager and Woods Tours Management EQUIPMENT Promote a culture of respect and proper care for equipment Log all breakages with view to learn from results To participate in any stock takes or PPE checks throughout the year IT Participate in EPOS training to become proficient in system setup and programming Utilise Absolute Taste procurement system to order and manage stock HEALTH & SAFETY Adhere strictly to all Food safety, workplace health and safety and boat safety regulations to ensure a safe environment for staff, passengers and guests. Uphold all health and safety policies and procedures and ensure all teams are compliant. Comply with health & safety requirements by wearing the correct PPE when operating in a functional role. Participate as directed in all agreed evacuation procedures. Be able to administer first aid and/or assist in rescue activities when required Assist the crew as part of the muster stations and safety team, ensuring guest safety and being prepared to support evacuation procedures if required What we are looking for : We’re looking for a confident, guest‑focused supervisor with strong leadership skills and a passion for delivering exceptional visitor experiences. 2 years’ supervisory experience in a guest‑facing attraction or retail environment Outstanding service standards with the ability to stay calm and professional under pressure Strong people leadership with the ability to motivate and support a team Excellent communication and confident customer‑issue resolution Health & Safety awareness and commitment to safe working practices Valid DBS required CRM/ticketing/EPOS experience (desirable) Tourism or outdoor attraction knowledge (desirable) Ability to lead and train others with confidence Thrives in a fast‑paced environment and able to multitask effectively Works independently and uses initiative Comfortable working outdoors/on a boat with willingness to complete safety training Front‑line customer focus and genuine enjoyment of public interaction (desirable) Flexible availability including weekends, evenings, and bank holidays Why Join Us? Join a fast-growing and innovative company that is redefining customer experiences in the culinary and event space. We offer an empowering team culture, the opportunity to work on exciting, well-managed events, and a supportive, resilient team environment. We are committed to supporting your career growth with thorough training and ongoing development. You can also enjoy benefits such as: 25 Days holiday Bank Holiday 3% Pension Life Assurance If you're ready to make an impact in a fast-paced environment and contribute to the success of Absolute Taste, apply today and join our team! We are committed to being an equal opportunities employer.