Role purpose:

Ensure a flawless and effortless customer experience to current and potential customers of the marina.

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Key accountabilities & Decision ownership

Administration & Customer Account Management:

• Manage berth license administration, customer contracts, renewals, and related documentation.
• Maintain accurate customer records, CRM data, and marina management system information.
• Coordinate invoicing, customer account administration, and debtor follow-up activities.
• Ensure all vessel check-in documentation complies with company procedures and applicable regulations.
• Prepare reports, presentations, and management information as required.
• Process customer transactions and payments in accordance with established procedures.

Customer Experience & Guest Services:

• Act as the primary point of contact for customers before, during, and after their marina stay, ensuring a seamless and memorable experience.
• Coordinate with marina operations and sailors berthing assistants to support customer arrivals, departures, and berth allocations.
• Provide information on marina facilities, services, events, and offerings.
• Handle customer enquiries, requests, feedback, and complaints in a timely and professional manner, ensuring high levels of guest satisfaction.
• Prepare and issue quotations and service information in line with company policies.

Business Support & Coordination:

• Support budgeting, procurement, and cost-control activities.
• Assist in the planning and execution of marina events, marketing initiatives, and customer engagement activities.
• Contribute to the continuous improvement of customer service processes and administrative efficiency.
• Oversee Front of House Reception Staff.

Core Competencies, knowledge and experience:

• Customer Service attitude
• Organisational and planning skills
• Ability to prioritise tasks effectively
• Attention to detail and problem-solving skills
• Excellent communication (written and verbal) and presentation skills
• Negotiation skills
• High resilience
• Strong interpersonal skills, a proven team player with a “can do” attitude
• A creative mind with an ability to suggest improvements

Must have professional / technical qualifications

• Minimum 3 years’ experience in administration, office management, hospitality, property, marine or related sectors.
• High Proficiency in MS Office (MS Excel and MS PowerPoint, in particular)
• Dynamics 365 experience considered an asset
• Fluency in English – verbal and written
• A second language will be highly appreciated. Maltese, Italian preferable.
• Professional degree/ additional qualification as an administrative assistant
• University degree will be considered a plus
• 2+ years of Maritime Transportation experience