Master / Mate - Tyne Cruises

The Master / Mate is a key operational role aboard Canny Lass and combines responsibility for the safe command and navigation of the vessel with hands-on involvement in the day-to-day passenger, hospitality and operational duties onboard.

The role will be split approximately equally between acting as Master of the vessel and working as Mate / Guest Experience Crew, depending on the operational rota.

When rostered as Master, the postholder will have overall command of the vessel and responsibility for the safety of the vessel, passengers and crew.

When rostered as Mate, the postholder will work as part of the onboard crew under the direction of the Master on duty and will be expected to undertake the full range of guest experience, hospitality, safety, mooring, cleaning and operational duties required to deliver each sailing.

This is therefore a hands-on position. The successful candidate must be equally comfortable navigating and commanding the vessel as they are handling mooring lines, serving passengers, operating the bar, cleaning and preparing the vessel and helping deliver an excellent customer experience.

Due to the seasonal nature of the tourism business, working hours will vary throughout the year, with the summer months considerably busier than the winter period. Average contracted hours will be 40 hours per week.

Master Duties

When rostered as Master, responsibilities will include:

• Safely navigate and operate Canny Lass at all times.
• Take overall responsibility for the safety of passengers, crew and the vessel while in command.
• Hold and maintain all certificates, qualifications and medical fitness required for the role.
• Ensure compliance with applicable maritime legislation, MCA requirements, Port of Tyne byelaws and Company procedures.
• Conduct pre-departure, daily and routine safety checks of the vessel and its equipment.
• Ensure the vessel is appropriately prepared and safe before each sailing.
• Maintain accurate vessel logs, maintenance records and operational documentation.
• Monitor the condition of the vessel and report defects, faults and maintenance requirements promptly.
• Lead, supervise and support the onboard crew.
• Conduct crew briefings and ensure all crew understand their operational and emergency duties.
• Ensure appropriate passenger safety briefings are completed before departure.
• Ensure the safe boarding, carriage and disembarkation of passengers.
• Take command during any emergency or onboard incident.
• Conduct regular safety drills to ensure crew remain trained and prepared for emergency situations in accordance with Company and MCA requirements.
• Liaise with the MCA, Port of Tyne, harbour authorities, emergency services and other regulatory bodies where required.
• Oversee compliance with alcohol licensing requirements onboard.
• Report accidents, incidents, near misses and safety concerns without delay.
• Promote a positive safety culture and high standards of seamanship amongst the crew.
• Provide commentary during cruises and interact positively with passengers to enhance their experience.
• Work closely with the Operations Manager to ensure the smooth running of daily operations.

Mate / Guest Experience Duties

When not rostered as Master, the postholder will form part of the operational crew and work under the direction of the Master on duty.

Guest Experience

• Welcome passengers aboard in a professional, friendly and enthusiastic manner.
• Conduct quayside sales and operate till and payment systems.
• Manage passenger check-in, ticket checking and boarding.
• Provide passengers with information about cruises, landmarks, onboard facilities and food and beverage options.
• Assist with passenger enquiries and complaints.
• Support passengers with reduced mobility and additional accessibility requirements in accordance with Company procedures.
• Help deliver a high standard of customer service throughout every sailing.
• Engage with passengers and help create a memorable experience of Newcastle and the River Tyne.
• Support onboard children's activities, including handing out activities and Tyne Cruises stickers and assisting with other organised experiences.

Food & Beverage

• Prepare and serve hot drinks, cold drinks, alcoholic beverages and refreshments as required.
• Operate onboard till and payment systems.
• Monitor and maintain appropriate stock levels throughout the day, including pre-orders.
• Maintain clean and well-presented food and beverage areas.
• Follow food hygiene, allergen and alcohol licensing procedures.
• Receive, load and safely store stock deliveries.
• Follow appropriate stock rotation procedures.
• Assist with stock counts and inventory management.

Vessel Operations

• Support the Master with the safe operation of the vessel.
• Undertake rope handling during berthing and unberthing operations under the direction of the Master.
• Safely handle mooring lines, fenders and associated equipment following training.
• Assist with passenger boarding and disembarkation.
• Undertake pre-departure and post-arrival operational duties.
• Assist with fuelling, water, waste disposal and routine vessel servicing where required.
• Assist with moving and setting up onboard and dockside furniture and equipment.
• Prepare the vessel before the first sailing and assist with securing the vessel at the end of the operating day.
• Participate fully in emergency drills and undertake designated emergency duties.
• Assist with passenger emergency procedures when required.
• Report defects, maintenance requirements and safety concerns promptly.
• Assist with routine maintenance onboard where appropriate.
• Train and support temporary, seasonal or part-time crew in the safe operation of the vessel where required.

Vessel Presentation

All members of the onboard team are responsible for maintaining Canny Lass to a high standard.

Duties include:

• Maintaining high standards of cleanliness throughout the vessel.
• Cleaning seating, tables, windows, galley, toilet facilities and passenger areas.
• Managing vessel turnaround between sailings alongside the Master and other crew.
• Completing cleaning and hygiene checklists.
• Restocking passenger and catering areas between sailings.
• Ensuring passenger areas remain clean, presentable and free from hazards.
• Helping ensure the vessel is ready and appropriately presented before passengers arrive.

Essential Qualifications & Skills

The successful candidate must:

• Hold the appropriate Boatmaster's Licence, endorsements and/or other qualifications required to act as Master of Canny Lass on the River Tyne.
• Hold and maintain all required medical and safety certification.
• Be competent and confident in the command and navigation of a commercial passenger vessel.
• Have a strong understanding of maritime safety and commercial vessel operations.
• Have excellent customer service and communication skills.
• Be confident dealing with members of the public of all ages, including children.
• Be comfortable working around dogs carried onboard.
• Be able to lead a crew effectively when acting as Master and work as part of the crew when acting as Mate.
• Be able to remain calm and make appropriate decisions under pressure and during emergency situations.
• Be reliable, punctual and flexible.
• Have suitable transport arrangements to attend Newcastle Quayside for shifts which may start or finish between approximately 08:00 and 23:00.

Experience within passenger vessels, hospitality, tourism, retail or customer service would be advantageous.

Physical Requirements

The role requires the postholder to be physically capable of undertaking both Master and operational crew duties, including:

• Lifting, carrying and moving stock, beverages and catering supplies.
• Moving chairs, tables and onboard equipment.
• Safely handling ropes, mooring lines and fenders.
• Undertaking emergency duties following appropriate training, including the use of fire extinguishers, fire hoses, lifesaving equipment and person-overboard recovery equipment.
• Working safely onboard and around water in varying weather conditions.
• Remaining on their feet for extended periods during busy operating days.

Flexibility of Role

Tyne Cruises is a small, hands-on passenger vessel operation and all members of the team are expected to contribute to the successful running of the business.

The Master / Mate may therefore be required to assist with marketing and promotional events, vessel maintenance, stock movements, operational preparation and other reasonable duties consistent with the position.

The postholder should understand that when rostered as Mate, they are a member of the onboard crew and are expected to undertake the same operational, hospitality and vessel presentation duties as other crew members, regardless of their qualification to act as Master.

The position is based on approximately 40 hours per week, broadly comprising:

20 hours – Captain duties

20 hours – Mate / Guest Experience duties

The role offers a £32,000 annual salary, together with paid holiday and employee benefits. As Tyne Cruises operates within the leisure and hospitality sector, the position will include weekend, evening and public-holiday working according to the vessel's operating schedule.

Job Types: Full-time, Permanent

Pay: £32,000.00 per year

Work Location: In person