Customer Experience Supervisor

Customer Experience Supervisor Position Overview The Clubhouse & Moorage Supervisor is responsible for overseeing the daily operations of the Quick Launch Clubhouse and Marina Moorage Office while providing leadership, direction, and operational support to team members. This position serves as the on-site operational leader, ensuring exceptional customer service, efficient business operations, regulatory compliance, and revenue optimization across both departments. Working closely with senior leadership, the Supervisor assumes many management-level responsibilities, including staff development, operational planning, performance oversight, and process improvement, while maintaining an active presence in day-to-day operations. This role requires a proactive leader who leads by example, fosters teamwork, and is committed to delivering an outstanding experience for members, tenants, guests, and the public. Key Responsibilities Leadership & Team Development Provide daily leadership, coaching, and direction to Clubhouse and Marina Office staff. Recruit, onboard, train, mentor, and develop employees to maintain a high-performing team. Foster a positive, professional, and accountable work environment. Serve as the acting manager in the absence of senior leadership. Operations Management Oversee daily operations of the Clubhouse, retail store, and Marina Moorage Office. Ensure operational procedures are executed consistently and efficiently. Improve workflows to increase productivity and enhance the customer experience. Coordinate billing support, reporting, special events, and administrative functions. Maintain accurate customer records and operational reports. Audit marina slips to ensure accurate occupancy and customer information. Moorage Administration Maximize occupancy and revenue through effective management of marina slip assignments. Administer waitlists, lease agreements, renewals, insurance documentation, and customer communications. Maintain accurate lease agreements and marina records. Retail & Inventory Management Oversee inventory levels, merchandising, stock replenishment, and inventory accuracy. Maintain clean, organized, and visually appealing customer areas. Customer Experience Deliver exceptional customer service by responding promptly to inquiries and resolving concerns professionally. Build positive relationships with members, tenants, guests, and the public. Coordinate dock maintenance requests with appropriate departments. Safety & Compliance Ensure compliance with company policies and applicable regulations. Promote workplace safety standards throughout the Clubhouse and Marina. Assist in developing safety procedures and employee training programs. Maintain a safe, secure, and organized environment. Qualifications Minimum of 3 years of progressive supervisory or leadership experience in hospitality, retail, marina operations, customer service, or a related field. Availability to work weekends and holidays. Demonstrated ability to lead teams while remaining actively involved in daily operations. Strong understanding of customer service principles and operational best practices. Experience managing multiple priorities in a fast-paced environment. Proficiency with Microsoft Office, POS systems, and business management software. Marina, boating, or hospitality industry experience preferred. Core Competencies Leadership & Team Development Operational Management Customer Service Excellence Strategic Thinking Problem Solving & Decision Making Organization & Time Management Communication & Interpersonal Skills Conflict Resolution Inventory & Retail Management Regulatory Compliance & Safety Continuous Process Improvement Compensation $23 to $25 per hour DOE #J-18808-Ljbffr