Dockside Concierge: Yacht Charter Experience Lead

At The Moorings and Sunsail, we plan and deliver fantastic yacht charters across the world. We have an abiding passion for sailing, taking yachting holidays to the next level across the most spectacular destinations worldwide which keep our customers coming back again and again! From independent sailing holidays to fully catered crewed and power yacht charters we offer our customers a range of product options, and most importantly an unforgettable experience. The secret to our success within the yacht industry lies in our exceptional teams, we are united by the same purpose, to have fun while creating extraordinary experiences on the water.

Summary

You would be the face of our base. As soon as customers arrive you would be there to assist with any queries regarding their holiday. You will be working primarily on the docks and in the customer service area and will be continuously communicating with our customers to ensure they have a memorable and enjoyable experience with us!

Main duties will centre around:

• The yachts, the customers, and the base.
• This is a dock‑based position and regular walking between the docks and the front desk will be a key requirement of the role.
• Working hours vary and you MUST be able to cover operational requirements.
• The weekends are the busiest days at base and will be working days, days off will be scheduled mid‑week.
• Due to charter start times of noon and 6pm a regular shift pattern may be 11am until 7pm.

What you will be doing:

• Being the key representative of The Moorings and Sunsail for the customers at the charter base; play a lead role in customer relationships, and act as a customer service champion.
• Meet and greet customers proactively on the docks addressing any technical concerns or yacht issues and coordinate with the technical team to rectify and resolve.
• Determine any customer needs to get off the dock.
• Goal is to be the main point of contact for customers on their boats, and on the docks.
• Liaising with other departments to ensure customers’ issues are resolved in a timely manner, and proactively ensuring customers are kept informed on the status of any requests/queries.
• Take ownership of customer requirements whilst on the docks.
• Be a role model of excellent customer service to the customer service team.
• Ensure clients are provided with a welcome brief and all required information which includes a first night basic yacht brief for late arrivals.
• Actively seek customer queries and anticipate customer complaints.
• Handle customer complaints efficiently and empathetically.
• Owning and solving problems on the spot.
• Use of company’s systems to understand customer arrivals to ensure well prepared for the day ahead, special attention to be given to VIP and owner customers.
• Continuously improve and monitor local safety processes to ensure risk assessments and health and safety standards are always adhered to.
• Liaise with our on‑site third‑party services and actively promote them.
• Monitor customer feedback and ensure continued improvements.
• Ability to confidently and professionally handle and recover difficult customer situations.
• Regular walking of the docks to check customers are happy and have answered any questions; proactively engaging in communication with clients.
• Work with head office teams across the globe to ensure connected approach, and seamless customer experience.
• Any other reasonable duties as requested by your line manager.

What we are looking for:

• Experience in a five‑star resort in a customer facing position.
• Excellent problem‑solving skills.
• Excellent communication skills, verbal and written.
• A high energy, approachable, smiley, and engaging personality.
• Confident working independently and in a flexible and fast paced role.
• Enjoys communicating with customers, and able to communicate confidently with different cultures/demographics/levels.
• Positive attitude, professional, and collaborative with all departments.
• Honest and reliable; a good role model to others.
• Ability to work to tight deadlines and under pressure.
• Strong team player, happy to support others.
• Good attention to detail.
• Works to their initiative, willing to learn, and driven to improve the customer experience.
• Computer literate – including confident use in Microsoft Office, and strong at using different software and digital platforms.
• Experience on boats/yachts, understanding of yacht systems and yacht terminology, confident around the water.

Our Commitment to Diversity, Equity, and Inclusion

We believe people perform best when they can be their true selves, and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.