Member Services Specialist (Administrative)
Safe Harbor Marinas, LLC (SHM) is the largest owner and operator of marinas in the world. As a fast-growing company, SHM cultivates a team dynamic of passionate individuals led by the sharpest minds in the industry in order to serve the vibrant boating community that encompasses the SHM network. SHM teammates are committed to thinking critically, providing outstanding service and building relationships with all whom we serve. SHM offers professional education and training opportunities and the chance to work with – and learn from – highly experienced marina professionals. In addition, SHM offers eligible employees benefits such as:
- Full Benefits Package Including 401(k) Plan
- Orthodontic Coverage
- Paid Time Off
- Paid Holidays
- Paid Parental Leave
- Fertility Assistance
- Relocation Opportunities
- Paid Uniforms
- Boating Discounts
We are seeking a dynamic and motivated individual to join our team as a Member Service Specialist at Safe Harbor Lauderdale Marine Center. This role is multifaceted, combining concierge services, event coordination and social media/email marketing for our property. The ideal candidate is highly organized, personable, creative, and possesses excellent communication skills.
Concierge Services:
- Act as the primary point of contact for Crew Members, providing exceptional customer service and assisting with any inquiries or requests.
- Maintain a deep understanding of the property's amenities, services, and local area to offer personalized recommendations and enhance the member experience.
- Conduct daily walk-throughs in the gym and around the crew lounge area.
- Maintain and monitor Crew Lounge and request maintenance/updates when necessary.
- Maintain a secure and welcoming environment by ensuring the amenities area is used appropriately by authorized individuals, and promptly alert security if any unauthorized use is observed.
- Answer and direct marina requests including pump outs, rafts, fuel, billing, etc. to Marina office.
- Answer all crew requests including accommodations, car rentals, medical needs, grocery stores, transportation, shopping, salons/spas, travel, local activities, etc.
- Update and grow vendor list (referrals and relationships with local businesses) by listening to guests' feedback and responding accordingly.
- Stay informed on local events/activities and general local knowledge for referrals.
Event Coordination:
- Plan, organize, execute and attend a diverse range of events at property.
- Collaborate with various teams to conceptualize event ideas, secure necessary resources, and execute event logistics from start to finish.
- Analyze event outcomes and gather feedback to continually improve event offerings.
-
Coordinate and attend all Safe Harbor Lauderdale Marine Center events (most are weeknights, some weekends included).
- This includes organizing event sponsors, securing vendors and coordinating set up with property facilities teams and existing member service specialists.
- Generate monthly calendar of events.
Social Media and Email Marketing:
- Manage and curate our social media presence across various platforms, creating engaging content that reflects our brand and engages our target audiences.
- Regularly capture content from the property and design eye-catching graphics, write compelling copy, and schedule posts to maintain a consistent and active online presence.
- Develop and implement social media strategies to drive member engagement, attract new Members, and enhance community visibility.
- Work with Central Services Team to develop content and execute effective email marketing campaigns to communicate upcoming events, promotions and important updates to Members.
- Work with Central Services team to design and distribute printed marketing collateral for upcoming events.
Essential Duties and Responsibilities
- Developing and maintaining effective and friendly working relationships with staff, members, guests and dealing with conflict effectively, courteously, and tactfully
- Responding to member questions and needs via phone, email and in person
- Providing excellent customer service
- Dealing with conflict effectively, courteously, and tactfully
- Accepting and reconciling daily cash, credit and check payments, and following up with past due balances
- Routine administrative tasks including office leasing
- Provide information on marina products and services
- Available to work overtime when required
- Other duties as assigned by Manager
Safety and Environmental Responsibilities
- Follow SHM Safety and Environmental rules and complete required related training
- Wear proper personal protective equipment as required for the task or work area
- Report all accidents, injuries, spills and near misses immediately
Technical and Physical Requirements
- High school diploma or equivalent preferred
- Prior marina experience preferred
- Previous customer service experience preferred
- Proficient in Microsoft Office
- Ability to sit for long periods of time
- Ability to lift 10 pounds
- Any skills considered standard that a Member Services Specialist should possess
Minimum Soft Skill Qualifications
- Eagerness to engage in a growing, fast paced, and industry-leading company
- Consistently treats others with dignity and respect
- Genuinely serves others with humility and a positive attitude
- Frequently demonstrates a bias toward action
- Always communicates effectively and courteously with fellow teammates and members
- Continuously follows policies and procedures while seeking out new and better ways of accomplishing duties
- Shows resolve and overcomes difficulties in a positive and productive manner
- Gladly provides responsive, and high level of service to our teammates and members
- Eagerly puts forth the extra effort to accomplish duties
- Adapts quickly and efficiently to changing priorities in order to meet teammate or member needs
Safe Harbor Marinas provides equal employment opportunities (EEO) to all employees and applications for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Safe Harbor complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Additional disclosures available at https://shmarinas.com/hr-disclosures/.
