|Job Title:||Base Manager|
|Contact Name:||Jo Munford|
|Job Published:||September 16, 2019 16:21|
Please visit our website for more details www.leboat.com or www.leboat.de
You are passionate about delivering world class customer service and you are looking to join a great team within a successful and growing business. You will be ambitious and as excited as we are to improve and grow operations and customer service on Brandenburg, Mecklenburg and Berlin Lakes and Canals.
At a glance
This is a fantastic opportunity to take the helm of our expanding Le Boat operation on the Mecklenburg Lake District in the land of Brandenburg (North-East Germany). You will play a key role in supporting our growth and improvement plans at both sites with responsibility for managing our people, fleet, facilities, vehicles, offices, equipment and assets. You will also be working to improve service and fleet quality for our customers whilst developing external relationships with our suppliers and 3rd parties locally.
We are seeking a strong, enthusiastic, flexible and experienced Manager with a track record of improving results and the ability to lead and implement change. Your management skills and ability will be well suited to working independently and on your own initiative.
•Take responsibility for the operational and commercial performance of our business in Germany.
•Ensure Health and Safety is at the forefront of everything we do and that base and boating operations are fully compliant with regulations and industry best practice, following company policy at all times.
•Manage, motivate and lead the team to drive operational improvement and efficiency to support future growth plans.
•Lead on the recruitment, training and development of your team.
•Ensure adequate staffing levels are in place to cover operational requirements whilst controlling costs within set budgets.
•Develop, monitor and improve upon local operating procedures and policies.
•Ensure that resources are organised and deployed to maximum effect on the fleet to ensure the boats are well maintained, presented and that overall quality meets company standards supporting the technical and cleaning team with their work.
•Take responsibility for the office, reception and base administration reviewing all systems and processes locally and supporting the Assistant Manager and Reception team with their work.
•Take a hands on approach to the job with both office based work and practical duties including fleet and base maintenance.
•Ensure all phone/email/walk in enquiries (internal and external) are handled professionally and promptly.
•Ensure Customer complaints and 3rd party claims are handled professionally and resolved swiftly in accordance with company guidelines and procedures.
•Ensure supplier orders, invoices and payments are well managed keeping track of spend versus budget through tools such as the PO register
•Oversee stock management keeping accurate records and making adjustments as stock is consumed or added
•Take responsibility for annual paperwork required for the fleet with regards to licenses and MOT compliance.
•Prepared and submit staff planning (including call out support for customers during their cruise) and prepare payroll for submission each month.
•Take responsibility for annual checks/servicing etc. on company vehicles.
•Welcome customers on arrival and ensure service and information provided at check in/out and throughout the holiday is best in class.
oEnsure boats are turned around and presented in pristine condition according to bookings.
oDrive performance and achieve CSQ and sales targets in all areas.
oKeep accurate records and facilitate enquiries from internal departments e.g. finance, customer relations etc
oAccount for all monies utilising company systems and in accordance with company procedures.
oEnsure boat briefings and customer training is conducted to a high standard and that customers leave feeling confident with their boat.
oSupport customers throughout their cruise in terms of technical assistance, breakdown call outs and general tourist/boater information and advice.
•Ensure all VIP/Staff bookings and company events are planned and organised to a high standard.
•Ensure the technical team are maintaining the fleet to the highest of standards in terms of presentation to the customer and reliability.
•Provide updates on plans and progress regularly to the Regional Manager and regular information to other departments in the business as required.
•Ensure all base buildings, equipment, boats, assets, cash, valuables are secure from damage/loss/theft and any incidents are reported promptly.
•Any additional duties at the discretion of the business and the Regional Manager.
oImprove the customer experience
§Ensure customers complete satisfaction questionnaires at the end of each charter (min 80% returns) and that scores are in line with targets (with particular regard to service and boat scores).
§Pro-actively work to avoid complaints and compensation, resolving all issues raised locally immediately.
§Ensure all technical problems are avoided where possible and when they do occur that they are resolved immediately to ensure the boats are available to charter throughout the season.
§Maximise all opportunities with your customers in terms of up-sell of ancillary services, hire equipment and merchandise
§Manage costs within allocated budgets (with particular regard to staffing, spares and maintenance and turn around costs).
•Ambitious, enthusiastic, strong General Management skills and experience.
•A great organiser and leader of people.
•Excellent interpersonal skills with ability to build internal/external relationships and teams who can deliver exceptional service to customers.
•Commercial mind-set with a track record of delivering results (successfully controlling costs, achieving sales targets and improving customer service).
•Excellent PC skills (PowerPoint, Word, Excel, Outlook)
•Able to work with deadlines, targets and objectives
•Able to work independently and on own initiative
•Willingness and flexibility to travel between 3 bases (current and future) as required by the business which are main base Marina Wolfsbruch, Jabel and Potsdam
•Previous management experience in the tourism industry
•GER driving license
•Fluent in German and English language
•Great enthusiasm for holidays and the Le Boat product (boating experience or boating license for inland waterways would be advantageous)
•Technical/Maintenance skills and experience would be advantageous.
Marina Wolfsbruch, 6831 Rheinsberg, Germany
Circa 30,000 EUR Negotiable
Please send your full application including CV (in German + English) and cover letter via the 'apply' button below.
Please note this role is being advertised as part of our job board adverting service on behalf of the company recruiting. Your application will be sent directly and if you are a successful candidate you will hear directly from the company advertising.
Get similar jobs like these by email
By submitting your details you agree to our T&C's