MARINA OPERATIONS SUPPORT

Purpose of the Position

The Marina Operations Support interacts with the public and supports the work of Greater Victoria Harbour Authority’s (GVHA) staff in the areas of customer service and marina administration for GVHA’s Inner Harbour and Fisherman’s Wharf facilities. This position contributes to the efficient day to day operations of the marinas and includes both office and outdoor environments.

Position Links

Reporting to the Manager, Marinas, the Marina Operations Support develops and maintains relationships with:

Internal:

• Director, Operations
  • Manager, Marinas  
    • Dock Operations Coordinator
      • Marina Dock Crew
    • Marina Operations Support
• Senior Accountant
• Contracts & A/R Administrator
• Other GVHA Corporate, Operations and Maintenance staff

External:

• Customers
• Stakeholders  
• Public  

Specific Accountabilities

Customer Service/Marina Relations:

• Acts as Receptionist answering the telephone and directing customer enquiries to the appropriate personnel
• Responds in a timely manner to customer requests and enquiries
• Provides information and answers questions pertaining to GVHA harbour policies, port protocol, moorage rates, tourism, etc. to all facility users including the public
• Processes customer payments and fees as required including: transient moorage   
• Represents GVHA in a professional and courteous manner
• Works shifts on the dock as required

Reservations Support:

• Assists with coordination of transient vessel groups and individual patrons in allocating space as required
• Assists with maintaining records and correspondence of reservations for marina moorage customers
• Assists with processing reservation fees
• Assists with generating and monitoring daily reservations reports
• Assists with monitoring and reviewing all reservations procedures and provides suggestions for changes to Dock Operations Coordinator

Marina Operations Administration:

• Assists in administering moorage programs including:
  • Waitlists and Enquiries
  • Documents
  • Ongoing Correspondence
  • Client/Customer Exit process (e.g. refund requisitions for security deposits in collaboration with Finance)
• Acts as back-up for review of electronic daily cash sheets from marina dock crew
• Assists in maintaining customer records including insurance and pump out
• Inputs data into appropriate records including spreadsheets, Marina Controller, and SharePoint database
• Inputs vessel meter readings for electrical billings
• Updates Contracts & A/R Administrator on any changes to long term or transient moorage customer status which will impact invoicing
• Collaborates with Senior Accountant on miscellaneous financial moorage reconciliations
• Maintains inventory of marina equipment supplies (e.g. printer rolls, timecards, coin rollers)
• Scans and files documents

Corporate Administration:

• Greets corporate clients
• Maintains front desk area and keeps it tidy and professional looking
• Receives and signs off on incoming deliveries (coffee, water, office supplies, etc.)
• Other corporate administrative support when required (e.g. coffee machine maintenance, maintaining office supplies, picking up/distributing incoming mail)

Tools/Equipment

• Operates standard office equipment plus Point-of-Sale machine
• Operates computer using Marina Management software, Microsoft Office Suite and other internal software as required
• Operates VHF radio
• Operates remote gate systems at marinas if required
• Operates workboat as needed

Working Conditions

• Office environment and outdoor site/field environment
• Regular, full time position. Working hours are typically Mondays to Fridays, 8.30 a.m. to 4.30 p.m. with a 30-minute unpaid lunch break. Days and hours may vary depending on the season.
• Evening and weekend availability may be required due to operational requirements or 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 filed preferred
• Minimum 2 years general office administration experience
• Minimum 2 years’ experience in a marina environment preferred
• Experience in reservation coordination an asset
• Proficient with all MS Office applications
• Experience handling cash and credit card transactions
• Experience maintaining filing and database systems
• 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

• Knowledge of routine office practices and of the proper form of business correspondence
• Strong organizational/scheduling skills

• Excellent communication skills (both verbal and written)
• Excellent customer service and interpersonal skills
• Demonstrated team player
• Ability to resolve complaints
• Ability to confidently deal with challenging customers
• Ability to exercise tact, judgment, confidentiality, and flexibility when dealing with customers/clients
• Ability to establish and maintain effective working relationships with a variety of groups or individuals to meet GVHA objectives
• Ability to concentrate in a diverse and busy environment
• 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 orally and in writing, including reports and correspondence suitable to the audience
• Ability to adapt quickly to changes in work environment, work assignments, and/or changes in organizational priorities
• Ability to maintain confidentiality and integrity of all GVHA documents and information
• Ability to be reliable and punctual