DOCK OPERATIONS COORDINATOR

The Dock Operations Coordinator is responsible for coordinating dock operations for Greater Victoria Harbour Authority's (GVHA) Inner Harbour facilities including managing moorage reservations year-round and overseeing all seasonal/weekend marina dock crew. 

Position Links

Reporting to the Manager, Marinas the Dock Operations Coordinator develops and maintains relationships with:

Internal:

• Director, Operations
  • Manager, Marinas
    • Dock Operations Coordinator
      • Marina Dock Crew (direct reports)
    • Marina Operations Support
• Events Coordinator
• Senior Accountant
• Other GVHA Operations, Corporate and Maintenance Staff

External:

• Customers
• Stakeholders
• Contractors
•  Public

Specific Accountabilities

Facility Planning:

• Manages space allocation of Inner Harbour marina facilities (e.g. docks, wharves, boats, property, events) for all customer segments (e.g. permanent, seasonal, transient, commercial), and prepares for high season transient moorage in collaboration with the Marina Operations team
• Meets with Maintenance/Marina Operations teams on a regular basis to coordinate and keep teams current on Inner Harbour operations and events

Reservations:

• Coordinates with transient vessel groups and individual patrons in allocating space as required
• Maintains records and correspondence of reservations for marina moorage customers
• Processes reservation fees
• Generates and monitors daily reservations reports
• Monitors and reviews all reservations procedures and updates as necessary and provides recommendations for changes to Manager, Marinas for approval

Dock Operations:

• Provides site orientation and organizes training of marina dock crew, including: radio, first aid, pleasure craft certifications, and Marina Management software
• Reviews and updates Operations training manual (Marina Ops section), procedures and policies annually to ensure they are current and comprehensive in cooperation with Manager, Marinas and Director, Operations
• Organizes scheduling of marina crew in cooperation with Maintenance team
• Works shifts on the dock on a regular basis and as required
• Acts as the marina dock crew liaison for the Marina Management software program
• Schedules and participates in dock visits on a regular basis during high season to check in with marina dock crew
• Acts as incident commander for emergency response at Inner Harbour if Manager, Marinas not physically present
• Sends daily safety checks to Transport Canada for Seaplane (e.g. Hyack)

Administration:

• Acts as Marina Operations Support back-up answering the telephone and directing customer enquiries to the appropriate personnel
• Assists in other daily administration as required liaising with Marina Operations Support (e.g. Moorage program – waitlists/enquiries, documents, ongoing correspondence)
• Inputs data in appropriate records including spreadsheets and databases

• Electronic Filing
• Oversees Marina Operations team’s work with Finance team on applicable marina software operations and procedures as required (e.g. to reconcile moorage-related payments)
• Attends bi-weekly Marina/Maintenance Operations meetings
• Participates in job shadowing various GVHA staff throughout the year (# of roles and hours based on position and determined with supervisor)

Customer Service/Marina Relations:

• Understands GVHA policies, port protocol, rates, and tourism related questions
• Ensures all visitor/facility users are observing and complying with provisions of all GVHA policies and procedures, and reports any non-compliance to Manager, Marinas
• Represents GVHA in a professional and courteous manner
• Responds to customer enquiries and resolves customer complaints in a timely manner and tracks in customer files using Marina Management software
• Assists boaters with docking and acts as an ambassador for Victoria

Human Resources:

• Manages recruitment, supervision, performance management and terminations for seasonal reports (with support of Manager, Marinas and HR Manager)
• Provides direction, training, coaching and motivation to seasonal reports
• Organizes marina dock crew time sheets and inputs into payroll spreadsheet

Supervision

• Supervises 5 to 8 direct reports (incl 2 part-time and 3 to 6 seasonal dependent)

Tools/Equipment

• Operates standard office equipment
• Operates computer for word processing, database, spreadsheets, electronic mail, calendar, internet
• Operates remote gate systems at marinas if required
• Operates VHF radio
• Operates workboat as needed
• Operates Marina Management software

Working Conditions

• Office environment and outdoor site/field environment
• Regular, full-time position, days and hours will vary depending on season
• Acts as backup on after hours call list for Inner Harbour operations, evenings, and weekends to respond to Inner Harbour operations issues
• Evening and weekend availability may be required due to operational requirements/emergency situations
• Position involves regular walking of marinas
• Exposure to all weather and operating conditions
• Public/customer relations with potential for challenging customer situations
• Fast paced environment

Experience and Education

• Post-secondary education in a related field preferred
• Proficient boater
• Minimum 4 years’ experience in a marine environment
• Minimum 2 years’ experience in reservation coordination
• Minimum 2 years’ supervisory experience (preferred)
• Proficient with all MS office applications
• Experience handling cash and credit card transactions
• Valid Restricted Operator’s Certificate (ROC)
• Valid Pleasure Craft Operator’s Certificate (PCOC)
• Valid basic first aid certificate
• Valid Class 5 Driver’s Licence

 Knowledge, Skills, and Abilities

• Working knowledge of marina operations
• Excellent verbal and written communication skills
• Excellent customer service skills including strong telephone skills
• Strong time management and organizational/scheduling skills
• Strong computer technical skills
• Strong attention to detail
• Strong problem solving and conflict resolution skills
• Demonstrated team player
• Ability to concentrate in a diverse and busy environment
• Ability to confidently deal with challenging customers and respond to and resolve complaints
• Ability to learn new software easily
• Ability to establish and maintain effective relationships with a variety of groups or individuals to meet GVHA objectives
• Ability to exercise tact, good judgment, discretion, and flexibility in providing service to customers
• Ability to be customer-oriented and to exchange information, and deliver innovative solutions to customers in a timely, professional manner
• Ability to adapt quickly to changes in work environment, work assignments, and/or changes in organizational priorities
• Ability to organize and independently manage and prioritize workload, and handle multiple tasks and changing responsibilities while paying attention to detail
• Ability to provide concise and accurate information verbally and in writing, including reports and correspondence