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Role purpose: Ensure a flawless and effortless customer experience to current and potential customers of the marina. Key accountabilities Decision ownership Be the primary point of contact for current and potential customers to address and resolve issues in an effortless way Ensure a delightful, seamless arrival and departure for our guests Provides information regarding the marina and the different offerings Handles all customers’ compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction Acts as an intermediate between sailors and customers prior to the arrival to the marina Proceeds with the check in of the boats and ensures all boat documents are aligned with internal processes and legislation Handles all check in and details of customers in the relevant Customer Relationship system Processes customer transactions and may take payments following established policies and procedure Maintains customer data in the system Replies to customer queries and sends price quotations in line with relevant policies Process phone /email and internet guest reservations. Troubleshoots and resolves issues in a timely and professional manner 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 High Proficiency in MS Office (MS Excel and MS PowerPoint, in particular) Fluency in English – verbal and written A second language will be highly appreciated Professional degree/ additional qualification as an administrative assistant University degree will be considered a plus Key Performance Indicators NPS Customer requests Conversion rate Customer complaints