Membership Experience Attendant (PT- Seasonal Weekends Only)

MEMBERSHIP EXPERIENCE ATTENDANT

FREEDOM BOAT CLUB OF WILMINGTON

BACKGROUND:

Freedom Boat Club of Wilmington is a service-oriented business that emphasizes a hassle-free membership experience. We are designed for anyone who wants to access a versatile fleet of boats on a regular basis, at an affordable cost of entry. FBC members have unlimited access to the club fleet but do not own them and never incur any service or storage fees. Reservations are made through a proprietary online system. A boat club makes its fleet available to its membership and its management handles all aspects of service and maintenance. It's Boating Made Simple!

RESPONSIBILITIES:

The primary responsibility of the Membership Experience Attendant is to meet and greet all members, guests, and persons with a warm friendly salutation and smile. You are the first FBC representative that a member interacts with. You will be monitoring the 'Dock Phone' which is the main form of communication between members who have a reservation and the Operations team.

A successful Membership Experience Attendant will 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. World class customer service and excellent member relations are a must. This position requires a constant positive attitude and outlook with a friendly disposition. Assisting members from the welcome area to their vessel and ensuring 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.

Required Hours: 16-24 per week

This is a part time position, WORKING WEEKENDS ONLY, FRIDAY - SUNDAY. All staff
members begin on a probationary employment period for 90 days. We are a Drug-Free Workplace
requiring negative drug screening prior to offer of employment and all candidates are required to
consent to full criminal and credit background screening.

Membership Experience Attendant's Typical Day:

• Arrive for work in at the scheduled time, set up the welcome kiosk (if not done by
  staff) and ensure that the daily grid (list of vessels going out that day) is accurate and complete.
• Set up the 'Welcome Kiosk' and update the tide chart with daily information.
• Ensure your company tablet and dock phone are fully charged and connected to the internet. Review with co-workers
  & club manager if anything needs to be updated or if there is any way in which you might assist
  them
• Monitor the local club (dock) phone for any information regarding member issues or reservation times.
• Welcome all members & guests with a smile and introduce yourself asking how you can assist
  them. Verify the members photo ID and radio to the dock staff that "Member 'Mr. Smith' is
  here for vessel Take a Bow."
• Offer to assist the member with their gear and walk them to the dock staff employee that will
  be checking them out or to their reserved vessel if the dock staff has been delayed with another
  member. Safely assist the member on the vessel, and then inform the member that "Dock Staff
  'Zach' will be right over to help get you underway."
• Field all phone calls coming into the local club (dock) phone. 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.
• Print out the reservation grid for the following day. After 1pm, reach out to the members doing
  a courtesy contact reminding them they have a reservation tomorrow: "Good Afternoon 'Mr.
  Smith' this is 'Zach' from Freedom Boat Club at Carolina Beach Yacht Club and I am contacting
  you to confirm you are on 'King Mac' a Cobia 220 Offshore fishing boat, leaving out of our
  Carolina Beach Yacht Club location at 7:30am tomorrow. If any of that information has changed,
  please give us call, otherwise we look forward to seeing you tomorrow. Have a great day!" Then
  complete a grid for tomorrow's reservations indicating you left a voicemail.
• 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 vehicle.
• At end of shift ensure that everything is ready for tomorrow, setting the team up for success
  the following day. Communicate with your co-workers & club manager of anything that might
  be outstanding or noteworthy that needs to be accomplished. Store all items away and stow
  'Welcome Kiosk' by end of shift.

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

• Welcome and acknowledge all guests according to company standards,
• Anticipate and address guests' service needs,
• 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,
• 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 team to maintain the company's high level of member service and satisfaction,
• Interact and communicate with members and co-workers with high levels of positive and
  exciting energy,
• Assist members from their vehicle to their vessel aiding with carrying their supplies/gear, and
  vice versa,
• Ensure 3 point & wrist to wrist boarding techniques are utilized while assisting members,
• Additional Duties as assigned.