Guest Services Manager

Roles and Responsibilities

• Ensuring the marina office is a welcoming and efficient working environment.
• Supervising daily accounting duties, cash handling, reporting, and routine financial transaction tracking.
• Preparation of accounts at the end of the month, end of the year, and as requested by management, including verification of documents for auditing purposes.
• Overseeing 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, taking whatever action is required to maintain this.
• Educating marina users and ensuring they obey the Marina Rules.
• Issuing keys and security passes, monitoring security, and observing all marine traffic.
• Improving and implementing new administrative processes.
• 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 management and other staff in such matters as may be reasonably required.
• Communicating marina philosophy and internal/external marina representation.
• Maintaining complete knowledge of the marina facility, including member and yacht names.
• Handling boat owner requests and complaints in a polite and efficient manner, ensuring customer satisfaction, and maintaining a record of all requests received from guests.
• Informing other operating departments, notably Security, Engineering, Housekeeping, and F&B departments, on matters that concern them.
• Performing related duties and special projects as assigned.
• Being present in all public areas and producing weekly reports.
• Keeping a critical eye on the marina from a client perspective to ensure that all potential and real hazards are reported and rectified immediately.
• Providing information to all guests regarding the services and events in the marina.
• Keeping Senior Management updated on the actual atmosphere of the marina and moods of the guests.
• Performing manager on duty functions exclusively for the Marina in the absence of senior management.
• Being on standby to provide the Marina team with coordination and support in the event of a serious emergency.
• Investigating and researching opportunities to enhance service provision at the Marina.
• Collaborating to develop and enhance the marina growth strategy.
• Training the Marina Administrator and overseeing their duties.
• Any other duties as assigned 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. 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. Handles and manages crises effectively. Maintains a positive attitude despite adversity.

Collaborates: Building partnerships and working collaboratively with others to meet shared objectives. Represents own interests while being fair to others.

Develops Team: Developing people to meet both their career goals and the organization’s goals. Places a high priority on developing others through coaching and feedback.

Customer Focus: Genuinely pleasant, positive, and helpful to both guests and colleagues, always striving to anticipate guests’ needs and exceed their expectations.