Role purpose:
Ensure a flawless and effortless customer experience to current and potential customers of the marina.
Checkout on LinkedIn https://www.linkedin.com/jobs/view/4431662939/?trk=mcm
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
