Job Description

Oak Bay Marine Group is seeking enthusiastic part-time Front Desk & Guest Services Attendant to ensure exceptional experiences for our moorage and RV customers at Pedder Bay RV Resort & Marina. We are looking for individuals who are passionate about people and outdoor tourism and who thrive in a fast-paced, dynamic team environment.


The Guest Services Attendant position effectively and efficiently delivers outstanding guest experiences in a safe and secure, best-in-class environment. This position will demonstrate the 'Yes I Can' service standards and Core Values, providing support for moorage, fuel, rental boats, RV check-in/out, retail, and food & beverage sales. With competitive compensation, benefits, learning and development opportunities, and an amazing annual staff party, this role offers more than just a job. Ideal candidates possess strong interpersonal skills, customer service experience, and a proactive attitude.


If you're passionate about delivering exceptional service and thrive in a dynamic team environment, join us and be part of connecting people to the wonder of the ocean!


ACCOUNTABILITIES:


Primary Responsibilities:


Provide exceptional customer service by supporting and demonstrating the 'Yes I Can' Core Values and demonstrate a professional attitude at all times.
Resolve customer concerns or problems quickly, efficiently, and courteously.
Communicate effectively with all customers, crew, suppliers, and vendors to ensure that their needs are dealt with in a friendly, professional manner proudly representing OBMG at all times.
Greet customers as they arrive and make them feel welcome, assisting with food and beverage or supply requirements, processing of annual or nightly moorage/RV fees, fuel, hydro, vessel/RV docking/parking and departure, or other services as required.
Maximize moorage/RV revenues by managing transient moorage/RV sites and keeping waiting lists up to date.
Ensure the ongoing care and maintenance of the Marina, and surrounding area is up to OBMG standards, ensuring an exceptional guest environment and a safe environment for customers, crew, and work in a cost efficient and safe manner at all times.
Operate and maintain all facilities and equipment to safety standards, treating company property with care and respect, utilizing environmentally sound practices, and secured safely when required, treating all company property with care and respect.
Comply with all policies, procedures, and regulations, including the OBMG employee Handbook.
Assist with maintaining and restocking product and supply inventories, cleaning washrooms and showers on a twice daily basis, removing/emptying garbage bins, debris and ensuring safety, sanitation, and cleanliness at all times.


Secondary Responsibilities:


Attend any regularly scheduled crew meetings.
Work enthusiastically within a team environment to deliver service from all positions at Oak Bay Marina as may be required.
Participate in quarterly inventory counts.
Perform other duties as assigned.


JOB REQUIREMENTS:


Education and Technical Skills:


Food Safe Level 1 is required.
Serving it Right is required.
Superhost Certification for customer service excellence is recommended.
Occupational First Aid and CPR Level 1 or equivalent is an asset.
Knowledge of Microsoft Word and Excel.
Strong organizational skills are required in a fast-paced, high-volume environment.


Experience:


Experience providing exceptional customer service.
Post-secondary education or equivalent experience in hospitality or related business experience is an asset.
Basic cash handling skills.
Work experience in a marina, hospitality or recreational environment is an asset.


CORE Values:


'Yes I Can' is
Passion for Service
Enthusiastic Teamwork
Dedication to Greatness
Respect for our Crew, Community and the Ocean


Behavioral Competencies:


Customer Focus: implies a desire to identify and serve customers. It means focusing one's efforts on discovering and meeting the needs of the customer.
Service Excellence, 'Yes I Can' attitude: Treating guests and crew with kindness and enthusiasm; exceeding expectations by anticipating guest's needs; and resolving guest's problems, never saying "no" without offering alternatives.
Relationship Building: is working to build or maintain relationships, networks or contacts.
Communicating Effectively: is the ability to ensure your message is clearly understood, regardless of the audience.
Personal Effectiveness: is identifying the best use of your time and other resources at your disposal.
Initiative: involves identifying a problem, obstacle or opportunity and taking appropriate action through proper pathways to address the problems or opportunities.
Innovation: indicates an effort to improve performance by doing or promoting new things, such as introducing a previously unknown or untried solution or procedure to the specific area or organization.
Team Player: is the ability to work co-operatively within diverse teams to achieve group or organizational goals. It includes the desire and ability to understand and respond effectively to other people from diverse backgrounds with diverse views.
Business Perspective: indicates the ability to understand the business implication of decisions.


Physical Requirements


The ability to bend and stand for extended periods.
The ability to lift up to 50 pounds.