Front Office And Customer Experience Manager Latisana

Front Office And Customer Experience Manager
Latisana
Friuli Venezia Giulia, Latisana

Front Office and Customer Experience Manager 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, ensuring that the front office team adheres to D-Marin customer excellence standards. Key Accountabilities & Decision OwnershipEnsure 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; act as a focal point for the CRM system and ensure that the 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 the 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; identify opportunities for improving guest services and operational efficiency. Guide the team to ensure a high level of customer service. Align with the Harbor operations team to ensure maximum occupancy and efficiency of operations. Core Competencies, Knowledge and ExperienceCustomer-centric mindset and a 5-star service attitude. Effective communication. Personal drive/commitment. Accountability/ownership. Team management. Problem-solving/decision-making. Sales skills. Must-Have Professional/Technical QualificationsBachelor's degree in hospitality management or business administration. Minimum 3 years of experience as a leader/manager of a team. Excellent knowledge of English (any additional language is a plus). Key Performance IndicatorsInquiry conversion rate. Renewal success rate. Seniority Level: Mid-Senior levelEmployment Type: Full-timeJob Function: Customer ServiceIndustries: Travel Arrangements#J-18808-Ljbffr