Base Manager

4 weeks ago

Smiths Falls, Canada Le Boat Full time

**JOB DESCRIPTION**

**Position**: Base Manager F/M

**Location**:Smiths Falls

**Department**: Operations

**Start Date**:As soon as possible

**Contract type**:Permanent

**Line Manager**: Regional Manager

Le Boat, part of Travelopia, is the world’s leading provider of inland waterway boating holidays. Currently operating 37 bases in 9 countries, with a fleet of 950 charter boats, we attract more than 120,000 customers from all over the world each season. A global business working in 45 sources markets around the world.

**At a glance**

You will play a key role in supporting our growth and improvement plans with responsibility for managing our people, fleet, facilities, vehicles, offices, equipment and assets. You will also be working to improve service and fleet quality for our customers whilst developing external relationships with our suppliers and 3rd parties locally.

**What you will be doing**

**Main Duties**
- Take responsibility for the operational and commercial performance of our business
- Ensure Health and Safety is at the forefront of everything we do and that base and boating operations are fully compliant with regulations and industry best practice, following company policy at all times
- Manage, motivate and lead the team to drive operational improvement and efficiency to support future growth plans
- Lead on the recruitment, training and development of your team
- Develop, monitor and improve upon local operating procedures and policies
- Take responsibility for the office, reception and base administration reviewing all systems and processes locally and supporting the Assistant Manager and Reception team with their work
- Take a hands-on approach to the job with both office based work and practical duties including fleet and base maintenance
- Ensure Customer complaints and 3rd party claims are handled professionally and resolved swiftly in accordance with company guidelines and procedures
- Ensure supplier orders, invoices and payments are well managed keeping track of spend versus budget through tools such as the PO register
- Oversee stock management - keeping accurate records and making adjustments as stock is consumed or added
- Prepared and submit staff planning and prepare payroll for submission each month
- Ensure boats are turned around and presented in pristine condition
- Drive performance and achieve CSQ and sales targets in all areas
- Keep accurate records and facilitate enquiries from internal departments e.g. finance
- Ensure boat briefings and customer training is conducted to a high standard and that customers leave feeling confident with their boat
- Support customers throughout their cruise in terms of technical assistance, breakdown call outs and general tourist/boater information and advice
- Ensure the technical team are maintaining the fleet to the highest of standards in terms of presentation to the customer and reliability
- Provide updates on plans and progress regularly to the Regional Manager and regular information to other departments in the business as required
- Ensure all base buildings, equipment, boats, assets, cash, valuables are secure from damage/loss/theft and any incidents are reported promptly
- Act as community liaison with local business an Parks Canada

**Company Objectives**
- Improve the customer experience
- Ensure customers complete satisfaction questionnaires at the end of each charter and that scores are in line with targets
- Pro-actively work to avoid complaints and compensation, resolving all issues raised locally
- Deliver revenue targets
- Maximise all opportunities with your customers in terms of up-sell of ancillary services, rental equipment and merchandise
- Manage costs within allocated budgets

**What we are looking for**:
**Skills, experience, knowledge, qualifications and training**
- Ambitious, enthusiastic, strong General Management skills and experience
- A great organizer and leader of people
- Excellent interpersonal skills with ability to build internal/external relationships
- PC skills
- Able to work with deadlines, targets and objectives
- Willingness and flexibility to travel as required by the business
- Ontario Driving license
- Great enthusiasm for holidays and the Le Boat product
- Technical/Maintenance skills and experience would be advantageous

**Advantage**
- Customer Experience Bonus 2023 (5% of gross annual salary, prorate)
- Operational bonus
- Referral program
- Take advantages from the group (Travelopia)

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