The Guest Relations Coordinator oversees the entire guest experience at the facility. The coordinator will ensure that guests receive the highest level of service and attention during their visit while adhering to Safe Harbor facility admittance policies. In this role, they will also be responsible for the security gate access software and maintaining the insurance compliance database. This role may also be referred to as Member Services Specialist.
Essential Duties and Responsibilities
Manage insurance compliance database
Manage security gate access list by following admittance policies
Develop and implement guest service policies and procedures
Serve as the first point of contact for incoming phone calls
Respond to member questions and needs via phone, email and in person
Train team members on customer service, problem resolution and company policies
Deal with conflicts effectively, courteously, timely and tactfully
Develop and maintain relationships with guests to ensure that they return to the organization in the future
Maintain detailed records of guest feedback and use this information to improve the guest experience
Work with other departments to ensure that guests have a seamless experience from start to finish
Develop and maintain partnerships with local businesses to enhance the guest experience
Maintain a high level of knowledge about the organization's products and services, as well as the local area and attractions
Ensure that all guest relations policies and procedures are followed and that the organization complies with all applicable Safe Harbor policies
Ability to work overtime when required
Willingness to assist in other aspects of Guest Services, including but not limited to working in the Gatehouse
Other duties as assigned by the manager
Safety and Environmental Responsibilities
Follow SHM Safety and Environmental rules and complete required related training
Wear proper personal protective equipment as required for the task or work area
Report all accidents, injuries, spills and near misses immediately
Technical and Physical Requirements
Bachelor's degree in hospitality, business or a related field preferred
At least 5 years of experience in guest relations, customer service, or the insurance industry
Marina experience preferred
Strong computer skills, including proficiency in Microsoft Office and some experience with customer relationship software
Ability to sit for long periods of time
Ability to lift 30 pounds
Minimum Soft Skill Qualifications
Ability to maintain a positive attitude in a fast-paced environment
Willingness to go above and beyond for guest satisfaction
Eagerness to engage in a growing, fast paced, and industry-leading company
Consistently treats others with dignity and respect
Genuinely serves others with humility and a positive attitude
Frequently demonstrates a bias toward action
Always communicates effectively and courteously with fellow teammates and members
Continuously follows policies and procedures while seeking out new and better ways of accomplishing duties
Shows resolve and overcomes difficulties in a positive and productive manner
Gladly provides responsive and high level of service to our teammates and members
Eagerly puts forth the extra effort to accomplish duties
Adapts quickly and efficiently to changing priorities in order to meet teammate or member needs
The Company
Safe Harbor Marinas, LLC (SHM) is the largest owner and operator of marinas in the world. As a fast-growing company, SHM cultivates a team dynamic of passionate individuals led by the sharpest minds in the industry in order to serve the vibrant boating community that encompasses the SHM network. SHM teammates are committed to thinking critically, providing outstanding service and building relationships with all that we serve. SHM offers professional education and training opportunities and the chance to work with – and learn from – highly experienced professionals in the marine industry. In addition, SHM offers eligible employees healthcare benefits, 401(k) plans, paid time off, and relocation opportunities. #marinacareers
Safe Harbor Marinas provides equal employment opportunities (EEO) to all employees and applications for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Safe Harbor complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Additional disclosures available at https://shmarinas.com/hr-disclosures/.
