Customer Service / Marina Reservations

Keppel Bay Marina; Rockhampton Regional; On-site; AUD 50,000 - 70,000; Full time

Job summary

Keppel Bay Marina is seeking a customer service oriented individual to manage marina reservations and front-desk reception. You will handle bookings for berths, accommodation and marina services, keeping records accurate and up-to-date while delivering friendly service to vessel owners and visitors.

This role expects daily interaction with customers, processing payments, and communicating details to operations staff.

Qualifications

• Proven track record in outstanding customer service.
• Sales and/or administrative experience are an advantage.
• Excellent communications skills and a can-do attitude.
• Willingness to learn and work weekends.

Responsibilities

• Manage marina reservations and customer bookings accurately.
• Process bookings for berths, accommodation and services.
• Maintain accurate reservation records and confirmations.
• Respond to telephone, email and online enquiries.

Skills

Customer service

Sales experience

Administrative skills

Attention to detail

Team player

Job description

Keppel Bay Marina is a family built, owned and operated business. Known as the friendliest marina, it stands as a major attraction for visitors to the Capricorn Region and hub of marine, tourism and leisure activities on the Capricorn Coast.

Keppel Bay Marina has grown over the years and now consists of several separate, but fully integrated business elements that work in synergy to create arguably the most comprehensive marine and tourism facilities on the East Coast of Australia including

• 500+berth marina
• awardwinning Waterline Restaurant
• Tourist Services
• Boatyard with 40 tonne travelift
• Brokerage & Chandlery

This Customer Service Position includes both Marina Reservations and Reception Duties.

Marina Reservations

Position Purpose:

Manage marina reservations and customer bookings efficiently and accurately while providing professional and friendly service to vessel owners, guests and visitors.

Key Responsibilities:

• Manage incoming marina reservation enquiries.
• Process bookings for berths, accommodation and other marina services as applicable.
• Maintain accurate reservation and customer records.
• Confirm booking details, dates, vessel information and customer requirements.
• Allocate available berths in accordance with marina procedures.
• Communicate arrival and departure information to the marina operations team.
• Process booking changes, cancellations and extensions.
• Provide customers with marina information, rules, facilities and services.
• Respond to telephone, email and online enquiries.
• Process payments and deposits in accordance with company procedures.
• Issue invoices, receipts and booking confirmations as required.
• Follow up outstanding payments where required.
• Maintain accurate availability information.
• Communicate special customer requirements to relevant staff.
• Assist with customer check-in and check-out.
• Handle customer complaints and enquiries professionally.
• Maintain confidentiality of customer and payment information.
• Ensure reservation systems and records are kept accurate and up to date.
• Assist with general office and administration duties as required.
• Follow workplace health and safety, privacy and company procedures.
• Carry out other reasonable duties as directed by management.

Marina Reception

Position Purpose:

Provide professional front-of-house customer service and administrative support to marina customers, restaurant patrons, visitors, vessel owners and guests.

Key Responsibilities:

• Answer telephone calls, emails and general enquiries.
• Provide information regarding restaurant, marina facilities, services, rules and local facilities.
• Process bookings for Restaurant, and Marina.
• Receive and distribute customer mail, deliveries and messages where required.
• Communicate customer requirements to the appropriate marina staff.
• Maintain confidentiality of customer and business information.
• Follow cash-handling and payment procedures.
• Follow workplace health and safety and emergency procedures.
• Carry out other reasonable duties as directed by management.

PERSONAL REQUIREMENTS

• honesty and humility
• proven track record in outstanding customer service
• sales and/or administrative experience an advantage
• experience in daily cash reconciliationsdemonstrated attention to detail and thorough approach to tasks
• excellent communicationskills
• prompt and reliable attendance
• a friendly, energetic and enthusiastic personality
• act in a diligent, safe and conscientious manner at all times
• an interest in and knowledge of boats and boating
• ability to complete tasks as directed
• willingness to learn
• maturity to work efficiently unsupervised
• willingness and availability to work on weekends
• neat personal appearance
• team player attitude

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If you

• thrive in a busy workplace,
• love working with customers from all backgrounds,
• enjoy working as part of a team,
• have a love of outdoors and boating
• have outstanding attention to detail and effective time management,

this is the role for you.

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