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Guest Service Coordinator

1 month ago

Stuart, United States Willis Custom Yachts Full time
Provide a high level of customer service while fielding phone calls and greeting visitors to the Willis Custom Yacht Service office. Work in a cooperative effort with the Business Development and Project Management Teams to achieve the budgeted revenue targets and key performance indicators.

This position will also plan, direct and coordinate the vessel flow in and out of the yard and marina to ensure revenue maximization of each slip. This includes ensuring maximum vessel length in each slip as well as minimum discounts from posted rates. Also, must stay abreast of the schedules of each vessel to ensure future space commitments are not compromised.

Finally, this position is responsible for managing the relationships with all outside contractors.

Specific Duties, but not limited to the following:
  • Field incoming phone calls from customers, contractors, tenants and others and direct these to the appropriate department.
  • Field all inquiries for marina and layday requests.
  • Gather applicable information and enter into the vessel reservation checklist for all marina and service inquiries and input in Customer Relationship Management (CRM) system.
  • Follow the account and opportunity setup process and enter all required information in the CRM system.
  • Utilize CRM system to ensure tracking of all required information.
  • Maintain and develop relationships with existing customers and target customers.
Conduct customer on-boarding to include vessel check-in, receipt of proper insurance documentation, receipt of deposit or credit card authorization form and signed dockage and boat handling agreement.
  • Accurately enter all required vessel information in dockmaster operating system to ensure accurate billing.
  • Schedule crane, forklift, container rental, other equipment requests
  • Save all customer documentation in electronic boat files including:
  • Dockage and boat handling agreement
  • Proof on insurance
  • Quote / Proposal
  • Communicate vessel schedule information to customers to ensure compliance with pre-set schedules.
  • Establish a rapport with key contractor personnel at the operations and management levels.
  • Keep social media platforms (Facebook, Twitter, Instagram…) updated with current data including:
    • Job postings
    • Current events
    • Facility pictures
    • New building updates


About Willis Custom Yachts:

“We are committed to being the premier custom sportfish builder and full-service repair facility in the United States through innovation, technology, and exceptional leadership while providing a rewarding work environment for all team members.”