Base Manager

**Job description**:
**Position**: Base Manager F/M

**Location**:Ottawa (commutable distance from Smith 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 with 6 sales offices (UK, Canada, Germany, France, South Africa & Australia). We have been established for over 50 years and are passionate about providing outstanding quality and service.

**At a glance**:
You will play a key role in supporting our growth and improvement plans with responsibility for leading 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.

Are you passionate about Tourism and Customer Service and looking for a managerial role with team lead responsibility?

**What you will be doing**:
**Main Duties**
- Take ownership 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, empower 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
- Prepared and submit staff planning and prepare payroll for submission each month
- Responsible 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 boats are turned around and presented in pristine condition.
- 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 handled keeping track of spend versus budget through tools such as the PO register
- Be responsible for stock management - keeping accurate records and making adjustments as stock is consumed or added
- Drive performance and achieve CSQ and sales targets in all areas
- 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 for 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

**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
- Improve all opportunities with your customers to up-selling of ancillary services, rental equipment and merchandise
- Run costs within allocated budgets

**What we are looking for**:
**Skills, experience, knowledge, qualifications and training**
- Ambitious, enthusiastic, strong General Management skills and experience
- An excellent organizer and leader of people
- Excellent interpersonal skills with ability to build internal/external relationships
- Great passion for holidays and the Le Boat product
- Technical/Maintenance experience would be helpful
- PC skills (MS Office, Word, Excel)
- Able to work with deadlines, targets and objectives
- Willingness and flexibility to travel as the need arises by the business
- Ontario Driving license, eligible to work in Canada

**Advantage**:

- Referral program

**Join our team and align yourself with an industry leader