Guest Services Supervisor, Ladysmith Marina at Oak Bay… · Ladysmith

Oak Bay Marine Group is seeking an enthusiastic Guest Services Supervisor at our Ladysmith Marina operation. In this role you will ensure outstanding guest experiences in a safe and secure, best-in-class environment. We are looking for individuals who are passionate about people and outdoor tourism and who thrive in a dynamic team environment.

 

The Guest Services Supervisor supports the Marina Manager in day-to-day operations of the Marina.  This position will demonstrate and reinforce our ‘Yes I Can’ service standards and Core Values, providing support in the areas of contracted and guest moorage, as well as the safety and maintenance of the facility and grounds. With competitive compensation, benefits and strong learning and development opportunities, this role offers more than just a job. Ideal candidates possess strong interpersonal skills, customer service experience, and a proactive attitude. Join us and be part of connecting people to the wonder of the ocean!

ACCOUNTABILITIES:

Primary Responsibilities:

• Provide exceptional customer service by supporting and demonstrating our ‘Yes I Can’ Core Values and demonstrate a professional attitude at all times.
• Resolve customer concerns or problems quickly, efficiently, and courteously.

• Set the pace and lead by working shoulder to shoulder with crew and management to assist in serving guests and to create and maintain a positive environment in support of the ‘Yes I Can’ philosophy.

• Communicate effectively with all customers, crew, suppliers and vendors to ensure that their needs are dealt with in a friendly, professional manner, proudly representing OBMG at all times through every crew member.
• Greet moorage customers and guests as they arrive and make them feel welcome, assisting with additional requirements, processing of annual or nightly moorage fees, vessel docking/parking and departure, or other services as required.
• Maximize moorage revenues keeping wait lists up-to-date and by managing transient moorage.
• Support the supervision of a team of Attendants, including scheduling and work assignments, to ensure service standards are met and all work is completed in a safe and cost-efficient manner at all times.

• Ensure the ongoing care and maintenance of the Marina, and surrounding area is up to OBMG standards, ensuring an exceptional guest environment and a safe environment for crew.
• Ensure that the marina’s facilities and fixed assets are carefully maintained, utilizing environmentally sound practices, and secured safely when required.

• Operate and maintain all equipment to safety standards, treating company property with care and respect.
• Comply with all policies, procedures and regulations, including the OBMG employee Handbook.
• Balance and reconcile cash sheets, ensure inventory and supplies are maintained and replenished effectively.
• Assist the maintenance and cleaning crews as required.

 

Secondary Responsibilities:

• Attend and participate in any regularly scheduled crew meetings.
• Participate in quarterly inventory counts.
• Perform additional duties as assigned.

JOB REQUIREMENTS:

Education and Technical Skills:

• Post-secondary education or equivalent related experience in business, recreational or hospitality management, or project management is required.
• Pleasure Craft Operator’s Certificate (PCOC) required.
• Working knowledge of Microsoft Office Suite of Products.
• Occupational First Aid and CPR Level 1 or equivalent.
• Knowledge of boats and boating is desired.
• Awareness of environmental issues as they pertain to boating and marina operations.
• Basic cash handling and accounting skills an asset.

Experience:

• Experience providing exceptional customer service is required.
• Experience working in a marina, recreational or hospitality environment/facility an asset.
• Recent experience supervising a team of diverse crew members an asset.
• Basic cash handling skills.
• Work experience in a marina, hospitality or recreational environment an asset.

 

CORE Values:

• ‘Yes I Can’ is
  • Passion for Service
  • Enthusiastic Teamwork
  • Dedication to Greatness
  • Respect for our Crew, Community and the Ocean