Reservationist/BoatCierge Job Description at Freedom Boat Club

Pay: $15/hr + Tip + retention bonus

Hours: 30+ hours (Weekdays, Weekends, and Holidays)

The primary responsibility of the BoatCierge/Reservationist is to meet and greet all members, guests, and persons with a warm, friendly salutation and smile. You are the first representative of FBC that someone will interact with, and you are to ensure that you have a working knowledge of all general aspects of the company and the ability to put the individual in touch with someone who can field more specific queries. Excellent customer service and relations are a must. This position requires a constant positive attitude and outlook with a friendly disposition. Assist members from the welcome area to their vessel and ensure you have facilitated the introduction to the dock staff assisting them that day.  You will be aiding members with gear and items to and from the vessel, as this is part of our standard level of service.  This is a part-time position, requiring 30+ hours per week, and compensation is hourly. We are a Drug-Free Workplace. 

BoatCierge Typical Day:

• Arrive for work at the scheduled time, set up the welcome BoatCierge kiosk (if not done by staff), and ensure that the daily grid (list of vessels going out that day) is accurate and complete.  Ensure your company tablet is charged and connected to the internet. Review with co-workers & club manager if anything needs to be updated or if you can help them out in any way. 

• Welcome all members & guests with a smile and introduce yourself, asking how you can assist them. Verify the member's photo ID and radio to the dock staff that “Member ‘Mr. Smith’ is here for vessel ‘Party-Toon 101’.”  Offer to assist the members with their gear and walk them to the dock staff that will be checking them out or to the vessel if the dock staff is with another member. Safely assist the member on the vessel, and then inform the member that “Dock Staff ‘Jon’ will be right over to help get you underway.”

• Field all phone calls coming into the local club (dock) phone for the Woodbridge location only.  Immediately cancel members out of the tablet and grid if they call and cancel their reservation.  Then, update the staff via radio.  Ensure that once vessels are available you call a waitlist (if any) or aid members calling or walking up to do ‘spur of the moment/spontaneous boating’.  Create a new reservation for them while still on the phone with them to verify you have the correct member on the correct vessel.

• For all locations, as Reservationist, review the reservations for the following day after 12 pm and text the members doing a courtesy reminder of their upcoming reservation: “Good Afternoon ‘Mr. Smith’ this is ‘Jon’ from the Freedom Boat Club at Belmont Bay.  I am contacting you to confirm you are on ‘Runabout 106’ a Sea Ray, SPX 210, leaving out of our Belmont Bay location at 9 am tomorrow. If any of that information has changed, please let us know, otherwise we look forward to seeing you tomorrow. Have a great day!”  Include any relevant weather information.  Add any updates to arrival time or cancelations in the reservation system. 

• For all locations, as Reservationist, review the waitlist for the next day only and contact members as their boat preference becomes available.  Add confirmed reservations to the reservation system.  For Woodbridge only, clear the waitlist for the same day as well.  All other locations will clear their waitlist for same-day requests. 

• For Woodbridge only, follow up with members who are late arriving for reservations.  Call and text after 30 minutes; if no response, call and text again after an additional 30 minutes.  Alert the member that if we don’t hear from them in the next 30 minutes, we’ll release their reservation so another member can use that boat.

• As members return, assist dock staff with unloading items from vessels (rinsing down gear if needed) and assist the members by taking the items back to their vehicles. 

• At the end of the shift, ensure that everything is ready for tomorrow, setting the team up for success tomorrow.  Communicate with your co-workers & club manager about anything outstanding or noteworthy that needs to be accomplished.  Store all items away and stow the welcome BoatCierge kiosk by the end of the shift.

Job Duties & Responsibilities include (but are not limited to):

• Anticipate and address guests' service needs.            
• Review Pay Junction to ensure that we have a valid credit card on file for the member.
• Follow all company policies and procedures.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of member, guest & proprietary information.
• Thank guests with genuine appreciation.  Encourage members to add an online review.
• Field and address telephone calls using appropriate etiquette and provide accurate information.
• Correspond with members on preliminary dock-related issues or concerns.
• Develop and maintain positive working relationships with others and support the team to maintain the company’s high member service and satisfaction level.
• Provide tours to prospective members and collect their contact names and phone numbers when the sales executive is unavailable.
• Ensure that both offices and bathrooms in Belmont Bay are clean and well-maintained daily. Refill hand soap, paper towels, and toilet paper as necessary to ensure ample supplies.
• Refill and maintain drinking water machines and cups for members and staff to use in both offices.
• Assist dock masters in preparing boats as needed.
• Interact and communicate with members and co-workers with high positive and exciting energy levels.
• Assist members from their vehicle to their vessel, carrying their supplies/gear, and vice versa.
• Additional Duties as assigned.