Guest Services Coordinator

Summary:

The Guest Services Coordinator is the face of the marina, responsible for delivering a seamless and exceptional guest experience through professional, proactive, and courteous service. This role supports daily operations by managing guest relations, reservations, administrative processes, and event coordination, ensuring every interaction upholds IGY’s world-class standards of hospitality and professionalism.

Core Competencies:

• Customer Focus and Service Excellence
• Professional Appearance and Demeanor
• Attention to Detail and Accuracy
• Accountability and Reliability
• Communication and Interpersonal Skills
• Problem Solving and Adaptability

Essential Duties and Responsibilities include the following (other duties may be assigned):

• Provides service to marina guests that meet established quality standards for all marina related operations; ensures the recognized standards are maintained and that quality and delivery commitments are met.
• Makes and confirms reservations, verifies arrival and departure times and arranges for baggage handling and other services requested by guests; maintains records of slip availability.
• Greets and registers guests; provides escort instructions to Dock Assistants coordinating appropriate guest and luggage transportation.
• Manages all guest financial transactions; verifies guest credit status and issues charge cards where applicable; posts charges such as moorage, power, water, food, liquor, or telephone to ledger; computes final bills and collects appropriate payments.
• Answers guest inquiries and provides information pertaining to restaurants, mechanics, travel, provisioning, florist, carpenters, medical, painting, entertainment, laundry services, safety inspections, varnishing, and legal services.
• Issues facility security ID and supports marina and facility security teams in their security related efforts; reports disturbances in marina office area to superiors and maintains general vigilance.
• Transmits and receives telephone messages, date stamps, sorts, and racks incoming mail and messages, and coordinates delivery of same.
• Makes restaurant, transportation, or entertainment reservations and tour arrangements at guests’ requests.
• Manages, supports, and administers all required internal and IGY reporting including utility files, key metrics, occupancy data, revenue analysis, etc.
• Assists IGY accounting and the marina management team with various administrative tasks including general accounting requirements, permit/license tracking and filing, training logs, third-party service contracts, accounts receivable, accounts payable, etc.
• Deposits guests’ valuables in marina safe.
• Maintains VHF radio and in-person communication with vessels, Marina staff and marina management.
• Adheres to and upholds all marina health and life-safety protocols and actively participates in all related training exercises and drills.
• Ensures that guest reception areas are always clean and tidy and not in need of repairs.
• Ensures package room is organized daily.
• Ensures that incoming and outgoing telephone calls are handled promptly, correctly, and courteously.
• Ensures that all daily opening, daily closing, and month-end closing procedures - as defined and updated by IGY corporate finance occasionally – are completed to a high degree of accuracy.
• Assist with Trident member related concierge tasks (welcome gifts, special arrangements, Padel, Transportation, etc.).
• Coordinates marina guest events and health classes (yoga,etc) to include planning, invitations,etc.
• Lead on all USCG related matters (documentation, records, training, etc.).
• Any other duties as assigned by the immediate supervisor and Marina Manager

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Education/Experience:

High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.

VHG Operator’s certificate and basic first aid preferred.

Professional Standards:

Employees are expected to present themselves in a manner that reflects the marina’s commitment to excellence and luxury service.

• Appearance: A polished, neat, and professional appearance must be maintained at all times while on duty. Uniforms should be clean, pressed, and worn according to IGY standards.
• Professionalism: Employees must demonstrate courtesy, discretion, and service excellence in all guest and team interactions.
• Punctuality: Timeliness is essential to marina operations. Employees are expected to arrive on time, prepared to begin work, and adhere to assigned schedules consistently.
• Representation: As front-line ambassadors of IGY Marinas, employees are expected to uphold the organization’s values, integrity, and reputation in all interactions, both on and off the property.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly exposed to outdoor weather conditions. The employee is frequently exposed to work near moving mechanical parts. The employee may work near or around toxic or caustic chemicals while wearing proper personal protection equipment and following strict company safety standards. The employee is occasionally exposed to risk of electrical shock.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and smell. The employee must regularly lift and /or move up to 100 pounds.Specific vision abilities required by this job include Ability to adjust focus.