Job Title: Customer Experience and Front Office Representative
We are seeking a highly skilled and experienced individual to join our team as a Customer Experience and Front Office Representative.
Job Description
This is an exciting opportunity for someone who is passionate about delivering exceptional customer service and ensuring a seamless experience for our guests. As a Customer Experience and Front Office Representative, you will be the primary point of contact for current and potential customers, addressing and resolving any issues in an effortless way.
* Provide exceptional customer service and ensure a delightful arrival and departure experience for our guests
* Act as the primary point of contact for customers, addressing and resolving any issues or concerns
* Process customer transactions, handle payments, and maintain accurate records
Key Accountabilities & Decision Ownership
1. Be the primary point of contact for current and potential customers to address and resolve issues in an effortless way
2. Ensure a delightful, seamless arrival and departure for our guests
3. Provides information regarding the marina and the different offerings
4. Handles all customers' compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
5. Acts as an intermediate between sailors and customers prior to the arrival to the marina
6. Proceeds with the check in of the boats and ensures all boat documents are aligned with internal processes and legislation
7. Handles all check in and details of customers in the relevant Customer Relationship system
8. Processes customer transactions and may take payments following established policies and procedure
9. Maintains customer data in the system
10. Replies to customer queries and sends price quotations in line with relevant policies
11. Process phone /email and internet guest reservations
12. Troubleshoots and resolves issues in a timely and professional manner
Core Competencies, Knowledge and Experience
* Customer Service attitude
* Organisational and planning skills
* Ability to prioritise tasks effectively
* Attention to detail and problem-solving skills
* Excellent communication (written and verbal) and presentation skills
* Negotiation skills
* High resilience
* Strong interpersonal skills, a proven team player with a