HarborWalk Charters Sales & Operations Mgr.

Job Title: HarborWalk Charters Sales & Operations Manager

Reports To: HarborWalk Marina General Manager

Summary: HarborWalk Village offers waterfront shopping, boat, pontoon and jet ski rentals, world class fishing, aqua adventures, dolphin cruises, clubs and nightlife, weekly fireworks, seasonal festivals, live entertainment, and a variety of restaurants.

The HarborWalk Charters Sales & Operations Manager is responsible for driving charter sales and overseeing the operational aspects of the charter business, which is open 7 days a week. This includes managing the sales process, building relationships with resort guests, day visitors, and local patrons and ensuring a smooth and efficient charter operation. 

This role will require an entrepreneurial spirit, identifying and optimizing sales opportunities, while managing a team who will assist in the administrative tasks related to booking and coordinating fishing charters, including taking reservations, handling customer inquiries, maintaining client information, processing payments, and ensuring smooth communication between customers and charter boat captains and crew.

Compensation: Base salary plus sales commission - compensation commensurate with experience

Essential Duties and Responsibilities

• Sales: 

Generating leads and managing the sales pipeline, presenting sales materials and proposals, negotiating contracts and closing deals, developing and implementing sales strategies, and managing client relationships to ensure customer satisfaction.

• Operations:

Managing team of charter concierges to include scheduling, performance management, progressive discipline and employee recognition, assisting in employment recruitment efforts, overseeing charter scheduling and logistics, managing charter operations, including booking, payment, and customer relations, ensuring compliance with regulations and industry standards, monitoring and improving operational efficiency.

• Collaboration:

Team with departments, such as marketing and also the Village merchants on promotional efforts that can be utilized in community outreach. 

• Customer service:

Answering phone calls and emails from potential clients, providing information about available charters, pricing, fishing locations, and necessary equipment. 

• Reservation management:

Taking reservations, confirming details like dates, times, number of anglers, and desired fishing type, and recording information in the reservation system. 

• Payment processing:

Collecting deposits and final payments from clients, managing payment methods, and issuing receipts. 

• Boat and crew coordination:

Communicating with the fishing captains and crew to confirm availability, schedule charters, and relay customer preferences. 

• Data entry and recordkeeping:

Maintaining accurate customer data, including contact information, fishing license details, and trip history in a database. 

• Marketing and promotion:

Assisting with marketing initiatives by updating website information, creating promotional materials, and managing social media accounts. 

• Administrative tasks:

Handling office tasks like filing, creating reports, managing inventory of fishing gear, and maintaining cleanliness. 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty with confidence. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Knowledge, Skill, and Ability Requirements

• Employee management skills: Lead by example with effective communication, problem solving, decision-making, and the ability to foster a positive and inclusive work environment.
• Sales skills: Must possess strong product knowledge, negotiation skills, and excel at building relationships, active listening, and communication.
• Excellent communication skills: Ability to interact with customers professionally and clearly answer questions about fishing charters. 
• Organizational skills: Efficiently managing multiple reservations and client details, ensuring accurate recordkeeping. 
• Computer proficiency: Familiarity with reservation software, email, and standard office applications. 
• Customer service focus: Prioritizing customer satisfaction and addressing concerns promptly. 
• Knowledge of local fishing regulations: Understanding fishing laws and regulations in the area of operation. 
• Basic understanding of boating and fishing: Familiarity with fishing techniques and types of boats used for charters. 

Education and Experience

• High school diploma or general education degree (GED).
• A minimum of 1 years’ experience in sales required.
• A minimum of 1 years' experience in staff management required.
• A minimum of 3 years’ experience in customer service required.
• Reservations experience required.

Key Competencies 

Key Competencies include strong work ethic, attention to detail, problem solving, excellent communicator, and integrity. Adhering to our Core Values includes being guest-centric, teamwork, respect, pro-active, accountable, learning, and sustainable.

Language Skills 

Must be able to speak, read, write, and comprehend the English language. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. 

Mathematical Skills 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

Reasoning Ability 

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. 

Other Qualifications:

Availability 

Flexibility to work nights, weekends, and holidays.

License Requirements 

Valid driver’s license that has been in effect for at least three years, with no major violations and no more than two minor violations in the past three years.

Rules and Regulations 

All employees must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s Safety Policy. 

Work Environment

The work environment is primarily office/kiosk-based at the marina however it may require occasional outdoor work to greet customers at the dock or assist with boat preparation.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to stand for long periods of time frequently; reach with hands and arms; talk and hear. The employee will walk and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. The employee must be able to lift 5-25 pounds regularly and over 25 with assistance, as needed, as part of the daily responsibilities.