Dock Concierge

You would be the face of our base. As soon as customers arrive you will be there to assist with any queries regarding their holiday, working primarily on the docks and in the customer service area, continuously communicating with our customers to ensure they have a memorable and enjoyable experience with us!

Main duties will center around the yachts, the customers, and the base. This is a dock-based position and regular walking between the docks and the front desk will be a key requirement of the role.

Working hours vary and you must be able to cover operational requirements. The weekends are the busiest days at the base and will be working days, days off will be scheduled mid-week. Due to charter start times of noon and 6pm a regular shift pattern may be 11am until 7pm.

What you will be doing

• Being the key representative of The Moorings and Sunsail for the customers at the charter base; play a lead role in customer relationships and acting as a customer service champion.
• Meet and greet customers proactively on the docks.
• Determine any customer needs to get off the dock. The goal is to be the main point of contact for customers on their boats, and on the docks.
• Collaborating closely with other departments to ensure customers’ issues are resolved in a timely manner, and proactively ensuring customers are kept informed on the status of any requests/queries.
• Take ownership of customer requirements whilst on the docks.
• Be a role model of excellent customer service to the customer service team.
• Ensure clients are provided with a welcome brief and all required information which includes a first-night basic yacht brief for late arrivals.
• Actively seek customer queries and anticipate customer complaints.
• Handle customer complaints efficiently and empathetically.
• Owning and solving problems on the spot.
• Use of company’s systems to understand customer arrivals to ensure well prepared for the day ahead, special attention to be given to VIP and owner customers.
• Continuously improve and supervise local safety processes to ensure risk assessments and health and safety standards are always adhered to.
• Liaise with our on-site third-party services and actively promote them.
• Monitor customer feedback and ensure continued improvements.
• Ability to confidently and professionally handle and recover difficult customer situations.
• Regular walking of the docks to check customers are happy and answer any questions; proactively engaging in communication with clients.
• Work with head office teams across the globe to ensure a connected approach, and seamless customer experience.
• Any other reasonable duties as requested by your line manager.

What we are looking for

• Experience in a premier resort in a customer-facing position
• Excellent problem-solving skills
• Excellent interpersonal skills, verbal and written
• A high-energy, approachable, smiley, and engaging personality
• Confident working independently and in a flexible and fast-paced role
• Enjoys communicating with customers, and able to communicate confidently with different cultures/demographics/levels
• Positive attitude, professionalism, and collaboration with all departments
• Transparent and reliable; a good role model to others
• Ability to work to tight deadlines and under pressure
• Strong teammate, happy to support others
• Good attention to detail
• Works to their initiative, willing to learn, and driven to improve the customer experience
• Computer literate – including confident use of Microsoft Office, and strong at using different software and digital platforms
• Experience on boats/yachts, confident around the water

Our Commitment to Diversity, Equity, and Inclusion

We believe people perform best when they can be their true selves, and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

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