Guest Relations Representative

at  Safe Harbor Marinas

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.

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

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