Discovery Harbour Marina Summer Student Job Posting-Dockhand/Customer Service

Job Summary: To provide exceptional customer service and ensure a positive experience for clientele. Quickly create rapport and provide professional and courteous service for clients, take initiative in identifying and completing tasks that will improve their stay. Direction provided by daily task list, Moorage Coordinators, Dock hand leader or Maintenance Assistant Manager depending on immediate Marina needs.
Reports to: General Manager.

COMPENTENCIES
• Customer service skills – consistent, professional, courteous
• Strong team player and works cooperatively with all members of the DHM team
• Communication skills – oral
• Adaptable – flexible in dealing with a constantly changing workload and diverse client base
• Self-starter with the ability to take initiative and handle a wide variety of tasks
• Conflict management skills – for sees potential conflict and takes preventative steps, handles conflict when it arises in a professional manner
• Commitment to health and safety – works in compliance with all applicable health and safety legislation and established policies and procedures, is aware of personal safety when completing tasks and maintenance, disclosing accidents and identifying potential hazards
• Understands when to seek guidance and ask clarifying questions

DUTIES & RESPONSIBILITIES:

CUSTOMER SERVICE:
1. Aid clients as they arrive at the Marina in tying up the vessel, asking for garbage and recyclables and providing information on local amenities
2. Support clients/customers in resolving questions, concerns, technical issues in a timely manner, along with addressing complaints and ensuring all parties are satisfied with the resolution;
3. Adapt communication style in order to deliver information effectively to a range of individuals;
4. Build relationships with all Marina clients, including live-aboards and transient clientele;
5. Consistently follow customer service best practices and procedures, including (but not limited to): proper greetings, timely response, active listening, professional responses, etc.
6. Understand and communicate policies and procedures to clientele, setting appropriate boundaries

MAINTENANCE & DOCK CARE:
1. Complete ‘boat check’ daily, capture and communicate information to the rest of the team
2. Manage Marina carts, assisting clientele with use, cleaning carts, ensure proper storage
3. Ensure the dock and facilities are maintained at a high standard – empty garbages, sanitize fish cleaning stations, cut kelp, identify any hazards or mess, etc.
4. Complete maintenance and dock care on the daily task list, add tasks as necessary
5. Complete other maintenance projects, special projects as directed by the Maintenance Assistant Manager and/or General Manager

TEAMWORK & COLLABORATION:
6. Participate in team meetings and work closely with all Marina staff to ensure smooth operations
7. Look for ways to improve Marina business and communicate ideas and suggestions to the team, relay customer improvement suggestions for the company services and offerings
8. Support colleagues whenever possible, provide help with tasks and responsibilities outside regular duties as needed

QUALIFICATIONS
EDUCATION, TRAINING AND EXPERIENCE:
1. Required to be attending school in the following fall
2. Prior customer service experience is not needed but is a bonus

ADDITIONAL INFORMATION/WORK CONDITIONS:
1. Flexible hours required. Including possible; weekends and holidays
2. Regular interaction with customers/clients and the public at large – in-person
3. Extended periods of standing, walking and other physically demanding conditions
4. Occasional overtime required
5. Majority of work on-dock, outside work in varying weather conditions is required

Sean Muir, Operations Manager
Wei Wai Kum First Nation
1650 Old Spit Road, Campbell River, BC, V9W 3E8
Email: careers@weiwaikum.ca
CLOSING DATE: Friday June 11th, 2021 by 4:00 PM