Position: Assistant Base Manager (tourism industry)
Location: Invergarry - Laggan Loch, Highland, United Kingdom (Scotland)
Department: Operations
Start Date: 1st February 2025
Contract type: Permanent
Line Manager: Base Manager
At a glance
Reporting to the Base Manager of Le Boat Laggan Base, as the Assistant Base Manager you will be responsible for the good functioning of the customer-facing operations, customer satisfaction, the quality of the services delivered, the boats' condition according to the company standards, and the well-being of the team.
What you will be doing
* Work closely with the Base Manager daily to organise the base and plan each working week accordingly.
* Instruct the team to carry out the interior cleaning & sanitizing of our fleet as per company standards.
* Manage the local income of the base and optimize revenue opportunities to meet sales targets.
* Help prepare boats for winter storage & organise team and fleet for season opening in spring.
* Ensure all boats pre-departure are provisioned with the necessary supplies/customer requests.
* Provide feedback to the Base Manager and Head Technician of any deficiencies observed while customers are onboard.
* Train reception staff and assist with reception duties throughout the season.
* Be reliable, able to multi-task, and help the Base Manager to meet key KPIs for the business.
* Able to work a flexible week (weekends and holidays).
Customer service
* Maintain onsite premises and ensure services provided are organised and efficient – ensure all customers are perfectly welcomed by you or your team.
* Control the process and application of best practices of the pre/post-departure procedure.
* Deal with all customer demands/requests and claims until they are resolved in collaboration with the Base Manager and Regional Manager when serious/major accidents/incidents occur.
* Collect key customer feedback at the end of each holiday to meet business-critical NPS targets which must improve YoY.
Finances and administrative
* Maintain accounts of the base, management of the accounting documents, and manage base reception cash system in alignment with Base Manager needs.
* Manage the variable elements of wages for each team member and work with the Base Manager to plan working hours for part-time/full-time staff.
* Control the budget of the base and its optimization.
* Global administrative management of the base and ensure good relationships with different partners and suppliers.
* Manage relations with the local community.
* Work with the Base Manager to review monthly reporting.
Fleet/Base
* Ensure all identity documents for boats are in compliance.
* Control the good condition and maintenance of the fleet/interior as per company standards as well as the overall cleanliness of the boats.
* Adhere to company processes and notify the business of any accidents at the base.
* Maintain the base and cleanliness, ensuring it’s welcoming and organised at all times.
* Assist with breakdown planning during the season.
Staff
* Ensure staff correctly carry out their functions and are well presented at all times.
* Train base reception staff and operational staff on all tasks and procedures.
* With the Base Manager, be responsible for planning the team according to bookings & departures.
* Ensure staff wear the correct uniform and always follow health & safety guidelines.
* Manage staff conflict and development in collaboration with the Base and Regional Manager.
What we are looking for:
Skills, experience, knowledge, qualifications, and training
* Customer-oriented.
* Sales focused.
* Good communication skills.
* Good organizational skills.
* Flexible, able to meet challenges, and show initiative.
* Good computer skills – internal training will be provided for cash system and bookings system.
* Motivated to succeed and create a high-performing team culture.
* Knowledge of the inland waterways industry and boats (an advantage).
* Boat License (an advantage).
What we offer:
* Competitive salary based on experience. Annual salary review and increase.
* Comprehensive training and development opportunities. Career progression.
* Annual bonus based on Company’s target and individual performance.
* Le Boat uniform.
* Referral program and bonuses from £250 up to £500 equal to local currency/referral.
* Access to Travelopia group benefits (holiday discounts).
* Exciting work environment with the No.1 provider of houseboat vacations in Europe and Canada.
Le Boat, part of Travelopia, is the world’s leading provider of inland waterway boating holidays. Currently operating 37 bases in 9 countries, with a fleet of 950 charter boats, we attract more than 120,000 customers from all over the world each season. A global business working in 45 source markets around the world with 6 sales offices (UK, Canada, Germany, France, South Africa & Australia). We have been established for over 50 years and are passionate about providing outstanding quality and service.
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