Role Purpose: Deliver exceptional customer experiences for current and potential marina clients, ensuring seamless interactions and memorable stays.
Key Responsibilities:
• Serve as the primary point of contact for client inquiries, resolving issues efficiently and effectively.
• Coordinate a smooth arrival and departure process for guests, providing valuable information about the marina and its offerings.
• Handle client feedback, comments, and concerns in a timely manner to achieve full guest satisfaction.
• Act as an intermediary between sailors and clients prior to arrival, facilitating a stress-free experience.
• Process boat check-ins, verifying documents against internal processes and legislation.
• Manage customer data, respond to queries, and send price quotations in accordance with company policies.
• Process phone, email, and internet reservations, troubleshooting and resolving issues promptly.
Core Competencies:
• Demonstrated customer service attitude and commitment
• Strong organisational and planning skills
• Effective task prioritisation and attention to detail
• Excellent communication and presentation skills (written and verbal)
• Negotiation and interpersonal skills, with a proven ability to work collaboratively as part of a team
Requirements:
• Professional/technical qualifications required
• High proficiency in MS Office, particularly Excel and PowerPoint
• Fluent English language skills (verbal and written), with a second language highly valued
• Relevant administrative or degree-related qualification preferred
Performance Metrics:
• Net Promoter Score (NPS)
• Client request conversion rate
• Customer complaint ratio