Role purpose:Ensure a flawless and effortless customer experience to current and potential customers of the marina.Key accountabilities & Decision ownershipBe the primary point of contact for current and potential customers to address and resolve issues in an effortless wayEnsure a delightful, seamless arrival and departure for our guestsProvides information regarding the marina and the different offeringsHandles all customers' compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfactionActs as an intermediate between sailors and customers prior to the arrival to the marinaProceeds with the check in of the boats and ensures all boat documents are aligned with internal processes and legislationHandles all check in and details of customers in the relevant Customer Relationship systemProcesses customer transactions and may take payments following established policies and procedureMaintains customer data in the systemReplies to customer queries and sends price quotations in line with relevant policiesProcess phone /email and internet guest reservations.Troubleshoots and resolves issues in a timely and professional manner
Core Competencies, knowledge and experienceCustomer Service attitudeOrganisational and planning skillsAbility to prioritise tasks effectivelyAttention to detail and problem-solving skillsExcellent communication (written and verbal) and presentation skillsNegotiation skillsHigh resilienceStrong interpersonal skills, a proven team player with a "can do" attitudeA creative mind with an ability to suggest improvements
Must have professional / technical qualificationsHigh Proficiency in MS Office (MS Excel and MS PowerPoint, in particular)Fluency in English – verbal and writtenA second language will be highly appreciatedProfessional degree/ additional qualification as an administrative assistantUniversity degree will be considered a plusKey Performance IndicatorsNPSCustomer requests Conversion rateCustomer complaints