- Ensure the correct maintenance, operation, and readiness of all yachts for charter, including onboard systems, rigging, inventory, and hull structures, in accordance with company policies and procedures.
- Manage routine and preventative maintenance through our digital maintenance platform.
- Meet key performance indicators across technical metrics.
- Implement refit plans and maintenance/repair programs to enhance yacht performance.
- Assist in securing boats and property in advance of a weather event.
- Maintain strict compliance with all Standard Operating procedures and ensure that the team remains consistently up to date with company policies and procedures.
- Maintain relationships with relevant licensing and governing authorities to ensure compliance
- Ensure all crew meet licence and compliance requirements.
- Provide exceptional customer service
- Role model our five-star customer service framework and provide continuous embedding and training to the team.
- Recovery of any issues during charter to ensure feedback scores and service targets are met, and that our NPS meets targets.
- Monitor customer feedback scores through KPIs and take proactive actions to address identified issues.
- Maintain the cleanliness of the base and ensure all team members adhere to cleanliness standards.
- Conduct quality checks to ensure yachts are charter-ready, with all systems functioning correctly.
- Monitor external contractor performance against agreed service standards.
- Monitor and control expenditure, using P&L document, highlighting concerns or issues immediately.
- Manage cash allocation and control expenses within established guidelines.
- Ensure timely submission of insurance claims and warranty requirements.
- Oversee the purchase and receipt of local and international marine inventory within budget constraints.
- Verify invoice accuracy and ensure timely payments.
- Prepare and submit financial budgets and adjust forecasts to meet monthly and yearly targets.
- Drive local revenue and work toward specific revenue targets.
- Generate ideas to increase revenue and reduce operational costs.
- Management of the base operations team
- Ensure SMART performance evaluations are completed in a timely manner.
- Collaborate with the HR partner to deal with any employee relations matters, and review of structure or team changes.
- Handle performance concerns and involve the HR partner to ensure adherence to company procedures.
- Collaborate with the recruitment team to secure high-quality candidate selections, strictly adhering to authorisation processes, and actively contributing to interviews and the onboarding process.
- Recognise and identify the learning and development requirements of the team, collaborating with the People team to coordinate and provide suitable training programs that enhance team performance. Additionally, develop direct reports to enhance their skills in alignment with business needs.
- Communicate company policies and procedures to staff, ensuring adherence and understanding.
- Cultivate a friendly and helpful attitude amongst base personnel, extending the same courtesy to customers and business partners.
- Understand competitors and their activities, while also promoting community and sustainable initiatives
- Adhere to terms and conditions within property leases, maintaining a strong relationship with landlords and relevant parties.
- Be on call daily for any emergency issues using a company mobile phone.
- Other reasonable tasks as assigned by management.
- Strong leadership skills with a proven track record of successfully leading teams
- Exceptional customer service skills
- Proficiency in yacht equipment and technical boat mechanics
- Previous experience in the marine industry
- Experience of bareboat yacht management is advantageous.
- Experience in preparing financial reports and managing budgetary responsibilities.
- Ability to handle customer emergencies, employee issues, and property situations.
- Able to meet deadlines under pressure.
- Strong analytical, communication, and interpersonal skills
- Ability to adapt to different working styles and cultures.
- Flexibility regarding working hours and days to meet business demands, including evenings, weekends, and public holidays.
- Proficiency in computer software programs such as Microsoft Word, Excel, Outlook, reservation systems, and internet-based data centres.
- Willingness to travel as required.
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Beschreibung
We are currently recruiting an Operation's Manager who is responsible for the daily management of a charter base. Through exceptional leadership and high standards, the Operations Manager will ensure the customer expectations are exceeded, and that safety and compliance standards are met in line with company guidelines.
What you will be doing
Maintenance
Safety and Compliance
Customer Service
Quality Assurance
Financial Management, Insurance, and Warranty
Leadership and Team Development
Other Duties
The ideal candidate will have the following:
