Guest Services Coordinator

The Guest Services Coordinator is the face of the marina, responsible for delivering a seamless and exceptional guest experience through professional, proactive, and courteous service. This role supports daily operations by managing guest relations, reservations, administrative processes, and event coordination, ensuring every interaction upholds IGY’s world-class standards of hospitality and professionalism.

Core Competencies:

• Customer Focus and Service Excellence
• Professional Appearance and Demeanor
• Attention to Detail and Accuracy
• Accountability and Reliability
• Communication and Interpersonal Skills
• Problem Solving and Adaptability

Essential Duties and Responsibilities include the following (other duties may be assigned):

• Provides service to marina guests that meet established quality standards for all marina related operations; ensures the recognized standards are maintained and that quality and delivery commitments are met.
• Makes and confirms reservations, verifies arrival and departure times and arranges for baggage handling and other services requested by guests; maintains records of slip availability.
• Greets and registers guests; provides escort instructions to Dock Assistants coordinating appropriate guest and luggage transportation.
• Manages all guest financial transactions; verifies guest credit status and issues charge cards where applicable; posts charges such as moorage, power, water, food, liquor, or telephone to ledger; computes final bills and collects appropriate payments.
• Answers guest inquiries and provides information pertaining to restaurants, mechanics, travel, provisioning, florist, carpenters, medical, painting, entertainment, laundry services, safety inspections, varnishing, and legal services.
• Issues facility security  supports marina and facility security teams in their security related efforts; reports disturbances in marina office area to superiors and maintains general vigilance.
• Transmits and receives telephone messages, date stamps, sorts, and racks incoming mail and messages, and coordinates delivery of same.
• Makes restaurant, transportation, or entertainment reservations and tour arrangements at guests’ requests.
• Manages, supports, and administers all required internal and IGY reporting including utility files, key metrics, occupancy data, revenue analysis, etc.
• Assists IGY accounting and the marina management team with various administrative tasks including general accounting requirements, permit/license tracking and filing, training logs, third-party service contracts, accounts receivable, accounts payable, etc.
• Deposits guests’ valuables in marina safe.
• Maintains VHF radio and in-person communication with vessels, Marina staff and marina management.
• Adheres to and upholds all marina health and life-safety protocols and actively participates in all related training exercises and drills.
• Ensures that guest reception areas are always clean and tidy and not in need of repairs.
• Ensures package room is organized daily.
• Ensures that incoming and outgoing telephone calls are handled promptly, correctly, and courteously.
• Ensures that all daily opening, daily closing, and month-end closing procedures - as defined and updated by IGY corporate finance occasionally – are completed to a high degree of accuracy.
• Assist with Trident member related concierge tasks (welcome gifts, special arrangements, Padel, Transportation, etc.).
• Coordinates marina guest events and health classes (yoga,etc) to include planning, invitations,etc.
• Lead on all USCG related matters (documentation, records, training, etc.).
• Any other duties as assigned by the immediate supervisor and Marina Manager

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty…