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Guest Services Supervisor, Ladysmith Marina
2 weeks ago
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.
ACCOUNTABILITIES:
**Primary Responsibilities**:
- Provide exceptional customer service by supporting and demonstrating the ‘_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 waiting 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**:
- 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
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