JOB DESCRIPTION

Position Title: Guest Relations Representative Department:Marketing

Salary Range: $15.50 Reports to: Marketing Coordinator

Employment Status: Seasonal FLSA Status: Non-Exempt

POSITION SUMMARY

As a Guest Relations Representative, you will be the primary point of contact for guests at certain key locations, ensuring exceptional customer service and satisfaction. Your responsibilities will include greeting customers, addressing inquiries and concerns, and providing information about our prestigious marina. You will uphold the highest standards of professionalism and hospitality to create a welcoming and enjoyable experience for all guests/customers.

ESSENTIAL FUNCTIONS & DUTIES

• Greeting and Welcoming Guests: Warmly welcome guests at key locations, providing a positive impression and ensuring they feel valued and appreciated.
• Guest Assistance: Respond promptly to guest inquiries, requests, and concerns, offering helpful information and solutions to ensure their needs are met.
• Concierge Services: Provide information about local attractions, restaurants, transportation options, and other services to enhance customers' experiences.
• Problem Resolution: Address customer complaints or issues in a timely and professional manner, escalating complex situations to management when necessary.
• Maintaining Guest Records: Accurately record customer information, preferences, and special requests to personalize their experience and facilitate future visits.
• Upselling and Promotion: Promote marina amenities, upgrades, and special offers to enhance the customers experience and increase revenue opportunities.
• Possess the ability to react productively to other duties as reasonably assigned.

QUALIFICATIONS

Must be 18 years or older. Excellent customer service and positive demeanor with a passion for delivering exceptional service to guests. Attention to detail and the ability to remain calm under pressure. Basic computer skills, ability to be trained in reservation and payment software. Strong communication skills and the ability to work in a team environment. Ability to work weekends and holidays on a flexible schedule.

Education
Possess a high school diploma, GED, or equivalent preferred, but not required.

Experience
Previous experience in customer service or hospitality preferred, but not required.

IS THIS POSITION CLOSELY, MODERATELY, OR MINIMALLY SUPERVISED? Moderately.

DOES THIS POSITION HAVE SUPERVISORY RESPONSIBILITY INCLUDING BUT NOT LIMITED TO HIRING, FIRING, PERFORMANCE APPRAISALS, PERSONNEL CHANGES? No.

DOES THIS POSITION HAVE ACCESS TO COMPANY OR CUSTOMER CONFIDENTIAL OR PROPRIETY INFORMATION INCLUDING BUT NOT LIMITED TO CUSTOMER LISTS, PAYROLL, HUMAN RESOURCE OR LEGAL INFORMATION? Yes.

DOES THE POSITION HAVE ACCESS TO OR HANDLE COMPANY OR CUSTOMER FUNDS INCLUDING BUT NOT LIMITED TO CREDIT CARD INFORMATION, CHECKS, CASH? No.

WORKING CONDITIONS
The performance of stated functions and duties may occur in, but are not limited to: office settings, confined spaces such as boat hulls, public or common areas such as restaurant or retail establishment; inclement weather conditions may be a factor including rain, snow, wind, extreme temperatures. General industry levels of noise and stimuli should be expected in all settings.*Controllable working conditions (i.e. temperature, lighting) may be altered to create a more conducive working environment for staffing needs, however such accommodations shall not create an undue hardship on the Company or other staff members.

PHYSICAL DEMANDS
The physical demands of the position may include, but are not limited to sitting or standing for extended periods of time. Lifting, carrying and otherwise maneuvering heavy objects with or without assistance. Climbing, crouching, reaching, extending and other bodily movements in work areas such as boats, office settings, docks.

ENGLISH PROFICIENCY
It is important that the incumbent be able to communicate effectively in English including speaking, understanding, reading, and writing for the purpose of general interactions with staff, guests and customers. Additional linguistic proficiency is welcomed and encouraged, but not required for the performance of the position.

INTENT AND FUNCTION OF JOB DESCRIPTION

The purpose of the job description is to provide the general tasks and standards of the position. The job description is composed with the intention that only essential functions are included; peripheral tasks only incidentally related or otherwise assigned to the position have been excluded.

The job description does not create an employment contract. APM maintains its status as an at-will employer. APM or the employee may terminate the employment relationship at any time, for any reason, with or without cause or notice.