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.
Checkout on LinkedIn here.
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
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)
Join us in a management role and enjoy an attractive salary. On top of our generous benefits, including discounted marina services, professional development opportunities.
