Operations Manager

Establish and develop relationships with vessel contact (yacht owners, managers, captains, engineers, crew) by providing support and communications to vessel, ensuring customer satisfaction and actively collaborating in problem solving that may arise during vessels stay on property. Collaborate with logistics, sales, other account managers and service team to ensure the appropriate action plan and establish realistic customer expectations that are clearly defined and deliverable. Keep abreast of customer journey and satisfaction throughout stay and ensure proper communication with other departments or outside contractors.

Essential Duties and Responsibilities:

• Providing excellent customer service
• Effectively manage and establish relationships with yacht owners, captains and engineers to understand their specific service needs and ensure a successful stay on property.
• Work with sales and logistics team for a smooth onboarding transition after confirmation of dates, availability, and rates of stay.
• Prior to vessels arrival, contact customer to confirm projects and arrival, crew list, confirm reservations, or obtain work list, confirm contractors hired to work on the vessel and ensure they are authorized to do work on the property. Ensure reservation dates reflect scope of work.
• Upon vessels arrival, greet vessels give them information packets, advise of Security gate access point and protocols, Marina Office and Car Park. Discuss the stay of the vessel, and help with owners concierge requests as required, and for crew only stays, ensure they know where to find offices for future help.
• Touch base on a bi-weekly basis with vessel, and confirm departure dates and update system, logistics and marina team to ensure they communicate accordingly.
• Create relationship with vessel contact ascertain pros and cons of stay, improvements to make future stays more successful, ascertain future plans, promote Safe Harbor network.
• Daily update of system information, dates, contact, and any other pertinent information.
• Prior to departure: Offer fuel services, Plan and understand future visits, confirm billing is complete and bills are paid prior to departure.
• Update information in System. Enter tentative reservation date for future visits.
• Assist with securing Marina owned vessels as required by the Dockmaster.
• Assist Dockmaster and dockteam where required, including boat operations for crew enjoyment.
• Promote international network to customers.
• Promote international fueling program close to vessels departure.
• Services- to offer tenant and Safe Harbor Service opportunities, coordinate between Contractors, and vessel contact, set up crew beach area, help dock attendants with tying vessels, crew events.
• Other duties assigned by 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

• High school diploma or equivalent preferred
• Prior marina experience preferred.
• Boat experience required.
• Captain's License or equivalent
• Minimum of 5 years customer service experience required
• Proficient in Microsoft Office
• Ability to work outside and walk throughout property, climb onto vessels.
• Ability to lift 10 pounds
• Ability to work safely around the water.
• Must be able to swim
• Basic boat handling skills preferred
• Knowledge of basic power tools preferred
• Must be available to work weekends and holidays.
• Must be able to work overtime as required.
• Valid Driving License and able to drive the Marina Courtesy Bus.

Minimum Soft Skill Qualifications

• 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 to establish strong networks internally and externally to ensure that decisions are thoughtful of all stakeholders
• 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
• Provides responsive service to our Teammates and Members
• Continuously puts forth the extra effort to accomplish duties
• Develop sound conclusions and makes decisions based on analysis of data and understanding of the business
• Works to build high performing teams while taking an interest in Teammates' professional development
• Organize, plan and manage Teammates and processes efficiently
• Unfailing commitment to continuous learning and growth
• Acts with integrity and is open to feedback from all Teammates
• Willingly coaches teammates through change and leads all situations with positivity

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, paid time off, and relocation opportunities. 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