ROLE PURPOSE:
The Customer Experience supervisor is responsible for the smooth operation of D Marin Premium Marina's front office / reception area. The role oversees all aspects of the front office operations (including berthing and boatyard contract renewal and sales), with a primary focus on premium guest satisfaction, operational efficiency, financial management, and compliance and ensure that the front office team adhere to D Marin customer excellence standards.
KEY ACCOUNTABILITIES:
* Ensure high levels of customer satisfaction by addressing guest concerns and resolving issues in accordance with the D Marin Way
* Maintain accurate records of reservations, availability, and occupancy and act as a focal point for the CRM system and ensure that team effectively uses it to record transactions
* Coordinate with other departments to ensure the timely allocation of resources to guests.
* Lead the contract renewal process in collaboration with Commercial department
* Ensure compliance with marina policies and procedures during check-in and check-out.
* Handle financial transactions and maintain accurate financial records.
* Upsell additional services and amenities to maximize revenue.
* Provide information about local attractions and activities to enhance the guest experience
* Implement best practices and seek feedback from guests to make necessary enhancements and Identify opportunities for improving guest services and operational efficiency.
* Guide the team to ensure high level of customer service
* Align with Harbor operations team to ensure max occupancy and efficiency of operations
CORE ACCOUNTABILITIES/SKILLS/QUALIFICATIONS:
* Customer centric mindset and a 5 star service attitude
* Effective communication
* Personal Drive / Commitment
* Accountability/Ownership
* Continuous improvement mindset
* Team management
* Problem solving / decision making
* Sales skills
* Negotiation skills
* Bachelor degree in hospitality management or business administration
* Min 3 years of experience as a leader/manager of a team
* Financial acumen
* Excellent knowledge of English (any additional language is a plus)
#J-18808-Ljbffr