Reception and Concierge

Job Purpose

A dynamic shift role fronting the reception and administration of the marina, ensuring guests are welcomed and assisted efficiently. Co-ordinating communications between vessels, persons, Residence, other departments and emergency services as situations require. Ensuring vessels entering or leaving the waterway are in full practical and administrative compliance with all local and national regulations and requirements.

Recruitment and Criteria

• Opening and Closing procedures of marina office.
• Responding to all guest enquiries & booking requests (telephone, whatsapp, email) in a timeous manner and actioning as required as per RSG Marina Operations standards.
• Checking in of guests and receiving all yachts using the marina system, posting all related costs to the relevant account as required.
• Invoicing and receiving payments for all marina related transactions. Allocation of such payment within the system.
• Memorable and efficient check-out of yachts, ensuring customer surveys are completed.
• Preparation of daily financial packages and related reports as may be required.
• Cash handling.
• Exercise high level of discretion and confidentiality, even within the company.
• Collates and sends out scheduled and ad hoc information, documents and reports. Prepares, updates and follows up on tasks, correspondence and reports on own initiative to ensure progress to deadlines.
• Support the Marina Manager and Administration Manager with yacht account queries and marina contracts.
• Providing Guest inductions as well as educating marina guests on the key rules of marina
• Provide administrative support to marina operations as may be required
•  Manage/maintain/improve filing storage systems as and when needed for both hard and soft filing.
• Ensure housekeeping and general maintenance standards are maintained – calling/electronic logging of faults as required to relevant departments.
• Supporting fuel operations when the marina operations team are unavailable.
• Greets as many members as possible; all visiting boats is a MUST upon arrival and farewell during departure
• Assumes guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all requests received from all guests. Follows up when necessary.
• Issuing keys and security passes if applicable and monitoring all marine traffic on the VHF and responding when required.
• Active involvement in all training programs and learning additional skills.
• Organizing and assisting at special events and exhibitions.
• Assisting the management and other staff in such other matters as may be reasonably required.
• Cleaning and tidying of office and guest areas as necessary to ensure guest satisfaction is maintained