Customer Experience Supervisor

ROLE PURPOSE: The Customer Experience supervisor is responsible for the smooth operation of D Marin Premium Marina's front office / reception area.
The role oversees all aspects of the front office operations (including berthing and boatyard contract renewal and sales), with a primary focus on premium guest satisfaction, operational efficiency, financial management, and compliance and ensure that the front office team adhere to D Marin customer excellence standards.KEY ACCOUNTABILITIES:Ensure high levels of customer satisfaction by addressing guest concerns and resolving issues in accordance with the D Marin Way Maintain accurate records of reservations, availability, and occupancy and act as a focal point for the CRM system and ensure that team effectively uses it to record transactionsCoordinate with other departments to ensure the timely allocation of resources to guests.Lead the contract renewal process in collaboration with Commercial department Ensure compliance with marina policies and procedures during check-in and check-out.Handle financial transactions and maintain accurate financial records.Upsell additional services and amenities to maximize revenue.Provide information about local attractions and activities to enhance the guest experienceImplement best practices and seek feedback from guests to make necessary enhancements and Identify opportunities for improving guest services and operational efficiency.Guide the team to ensure high level of customer serviceAlign with Harbor operations team to ensure max occupancy and efficiency of operationsCORE ACCOUNTABILITIES/SKILLS/QUALIFICATIONS:Customer centric mindset and a 5 star service attitudeEffective communicationPersonal Drive / CommitmentAccountability/OwnershipContinuous improvement mindsetTeam managementProblem solving / decision makingSales skillsNegotiation skillsBachelor degree in hospitality management or business administrationMin 3 years of experience as a leader/manager of a teamFinancial acumenExcellent knowledge of English (any additional language is a plus) #J-18808-Ljbffr