Front Office And Customer Experience Manager Lignano Sabbiadoro

Front Office And Customer Experience Manager
Lignano Sabbiadoro
Friuli Venezia Giulia, Lignano Sabbiadoro

The Customer Experience manager is responsible for the smooth operation of D Marin Premium Marina's front office/reception area.

The role oversees all aspects of the front office operations (including berthing and boatyard contract renewal and sales), with a primary focus on premium guest satisfaction, operational efficiency, financial management, and compliance and ensure that the front office team adhere to D Marin customer excellence standards. Key accountabilities Decision ownership Ensure high levels of customer satisfaction by addressing guest concerns and resolving issues in accordance with the D Marin Way Maintain accurate records of reservations, availability, and occupancy and act as a focal point for the CRM system and ensure that team effectively uses it to record transactions Coordinate with other departments to ensure the timely allocation of resources to guests.

Lead the contract renewal process in collaboration with Commercial department Ensure compliance with marina policies and procedures during check-in and check-out.

Handle financial transactions and maintain accurate financial records.

Upsell additional services and amenities to maximize revenue.

Provide information about local attractions and activities to enhance the guest experience Implement best practices and seek feedback from guests to make necessary enhancements and Identify opportunities for improving guest services and operational efficiency.

Guide the team to ensure high level of customer service Align with Harbor operations team to ensure max occupancy and efficiency of operationsCore Competencies, knowledge and experience Customer centric mindset and a 5 star service attitude Effective communication Personal Drive / Commitment Accountability/Ownership Continuous improvement mindset Team management Problem solving / decision making Sales skills Negotiation skillsMust have professional / technical qualifications Bachelor degree in hospitality management or business administration Min 3 years of experience as a leader/manager of a team Financial acumen Excellent knowledge of English (any additional language is a plus)Key Performance Indicators Customer satisfaction (nps) Inquiry conversion rate Renewal success rate