Guest Services Manager

Job Description

Job Description

Salary: Salary DOE

A Marina Guest Service Manager oversees the delivery of high-end guest services for boaters and visitors while leading a team of concierge/guest services/event staff. This role bridges the gap between administrative marina operations and luxury hospitality. This position is also responsible for planning and executing events at the marina.

Job Summary

The Marina Guest Service Manager is the primary ambassador for guest excellence, overseeing the delivery of high-end services for slip holders and transient visitors. This pivotal role bridges the gap between administrative marina operations and luxury hospitality, ensuring a seamless, world-class experience from arrival to departure. Beyond daily service operations, the Guest Service Manager is responsible for the full lifecycle of marina eventsfrom conceptual planning and sponsorship acquisition to on-site executionwhile leading a diverse team of dock and guest service professionals.

Key Responsibilities

1.Leadership & Team Management

Staff Supervision:Directly lead, train, and schedule a team including dock hands, golf cart drivers, and event staff as the department expands.

Service Excellence:Establish and enforce high-touch service standards and safety protocols to ensure a "concierge-level" culture across all touchpoints.

Daily Operations:Oversee dockside services, including fueling, pump-outs, and vessel mooring, while ensuring staff maintain a clean and professional environment.

Performance Metrics: Must be able to meet and exceed performance metrics and assist in developing new guest service revenue streams.

Other Duties: Complete any additional duties as requested by the General Manager. Work as a team with other positions to ensure a seamless guest experience.

2. Event Planning & Execution

Full-Cycle Planning:Conceptualize and manage a year-round calendar of marina events, including fishing tournaments, social mixers, and holiday celebrations.

Permitting & Compliance:Secure all necessaryMarine Event Permits (e.g., USCG or local municipal approvals) and ensure compliance with safety and insurance regulations.

Sponsorship & Revenue:Proactively solicit sponsors and partners to offset costs and meet targeted income expectations for each event.

Budgetary Control:Manage event P&Ls, tracking expenses against projections to ensure financial viability.

3. Guest Relations & Concierge Services

Personalized Support:Act as the primary point of contact for high-profile requests, offering tailored local recommendations.

Conflict Resolution:Address guest inquiries and resolve complaints with diplomacy to maintain the marinas reputation for excellence.

Required Qualifications

• Experience:Minimum of 23 years in a hospitality, concierge, or marina management role.
• Boating Experience: Must have a high level of experience around boating to include docking, properly securing boats, boating etiquette, and general boat operating knowledge.
• Skills:Strong leadership, organizational, and multitasking abilities in a high-pressure environment.
• Technical Proficiency:Competence with marina management or reservation software and basic office suites (Word, Excel) is a plus.
• Communication:Exceptional verbal and written communication skills with a guest-focused attitude.
• Physical & Logistics: Ability to stand for long periods and navigate various marina areas; be able to work outside within a high heat environment; a valid drivers license with a clean driving record is required.