Guest Services Manager

Roles and responsibilities

• Ensuring the marina office is a welcoming and efficient working environment.
• Supervising the daily accounting duties, cash handling, reporting and routine financial transaction tracking, monitoring and accounting.
• Preparation of accounts at end of month, end of year and as requested by management, including verification of documents for auditing purposes.
• Oversees filing and all reporting measures, including updating reports to external parties.
• Assisting owners and crews with arrivals and departures, berthing contracts, payments and other services as they may reasonably request.
• Ensuring the office and marina environment is always clean and tidy, and taking whatever action is required to maintain this.
• Educating marina users and ensuring they obey the Marina Rules.
• Issuing keys and security passes and monitoring security and observing all marine traffic.
• Improving and implementing new administrative processes.
• Responsibility for tracking berth contracts, payments and documentation.
• Booking and facilitating events and berthing contracts.
• Daily and accident reporting using diaries and administrative forms.
• Active involvement in all training programs and learning additional skills.
• Assisting at special events, exhibitions, and promotions, on and off site.
• Assisting the management and other staff in such other matters as may be reasonably required.
• Communication of marina philosophy and internal/ external marina representation.
• Has a complete knowledge of the marina facility, including the member and yacht names.
• Assumes boat owner requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all requests received from all guests. Follows up when necessary.
• Informs other operating departments, notably Security, Engineering, Housekeeping and F&B departments on matters that concern them.
• Performs related duties and special projects as assigned.
• Is always present in all the public areas and produces weekly reports.
• Keeps a critical eye on the marina from a client perspective to ensure that all potential and real hazards are reported and rectified immediately.
• Provides information to all guests regarding the services and events in the marina.
• Keeps the Senior Management updated on the actual atmosphere of the marina and moods of the guests to ensure the provided services meet the expectations.
• Perform manager on duty functions exclusively for the Marina in the absence of senior management.
• Be on standby to provide the Marina team with coordination and support in the event of a serious emergency.
• Investigate and research opportunities to enhance the service provision at the Marina.
• Collaborate to develop and enhance the marina growth strategy.
• Training of Marina Administrator and overseeing their duties.
• Any other duties, which may be assigned to you from time to time as directed by the Director of Marina.

Desired candidate profile

Core Competencies For The Role

Humility

Can get things done quietly without unnecessary noise. Quickly admits flaws and mistakes, is modest and self-effacing, and is authentic. Is careful to make others comfortable; helps them save face in difficult situations. Maximizes the contribution of others, encouraging and respecting the expression of viewpoints from all concerned.

Self-development

Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Being Resilient

Rebounding from setbacks and adversity when facing difficult situations. Is confident under pressure. Handles and manages crises effectively. Maintains a positive attitude despite adversity. Bounces back from setbacks. Grows from hardships and negative experiences.

Collaborates

Building partnerships and working collaboratively with others to meet shared objectives. Represents own interests while being fair to others and their areas and credits others for their contributions and accomplishments. Partners with others to get work done, motivates, gains trust and supports others. Picks up on interpersonal and group dynamics and relates well to all kinds of people, up, down, and sideways, inside and outside the organization.

Develops Team

Developing people to meet both their career goals and the organization’s goals. Places a high priority on developing others through coaching, feedback, exposure and stretch assignments, encouraging people to accept developmental moves. Uses PROFILE/Performance Discussions for Line Colleagues and HiPo Tracks effectively for talent management and development. Is a people builder and a motivator.

Customer Focus

The colleague is genuinely pleasant, positive and helpful to both guests and colleagues, always striving to anticipate guests’ needs and exceed their expectations. Consistently achieving results, even under tough circumstances. Has a strong bottom-line orientation, consistently a top performer. Persists in accomplishing objectives despite obstacles and setbacks. Pushes self and helps others achieve results.