Base Manager

At The Moorings and Sunsail, we plan and deliver fantastic yacht charters across the world.

We have an abiding passion for sailing, taking yachting holidays to the next level across the most spectacular destinations worldwide which keep our customers coming back again and again! From independent sailing holidays to fully catered crewed and power yacht charters we offer our customers a range of product options, and most importantly an unforgettable experience.

The secret to our success within the yacht industry lies in our exceptional teams, we are united by the same purpose, to have fun while creating extraordinary experiences on the water.

Summary

We are currently recruiting an Base Manager who is responsible for the daily management of a charter base. Through exceptional leadership and high standards, the Base Manager will ensure the customer expectations are exceeded, and that safety and compliance standards are met in line with company guidelines.

What you will be doing

Maintenance

• Ensure the correct maintenance, operation, and readiness of all yachts for charter, including onboard systems, rigging, inventory, and hull structures, in accordance with company policies and procedures.
• Manage routine and preventative maintenance (A3, B6, C12) through our digital maintenance platform.
• Meet key performance indicators (KPIs) across technical metrics
• Implement refit plans and maintenance/repair programs to enhance yacht performance.
• Assist in securing boats and property in advance of a weather event.

Safety and Compliance

• Maintain strict compliance with all Standard Operating procedures and ensure that the team remains consistently up to date with company policies and procedures.
• Maintain relationships with relevant licensing and governing authorities to ensure compliance.
• Ensure strict adherence to health and safety standards, promptly reporting any issues to management and the safety team, using the incident reporting process.
• Complete all risk assessments on time and comprehensively.
• Ensure all crew meet licence and compliance requirements.

Customer Service

• Provide exceptional customer service, including warm welcomes, on charter support, and warm goodbyes.
• Role model our five-star customer service framework and provide continuous embedding and training to the team.
• Recovery of any issues during charter to ensure feedback scores and service targets are met, and that our NPS meets targets.
• Respond to customer feedback reports to continuously improve the quality of our products and foster a service-oriented culture.
• Utilisation of our customer relationship management system Hubspot.

Quality Assurance

• Monitor customer feedback scores through KPIs and take proactive actions to address identified issues.
• Maintain the cleanliness of the base and ensure all team members adhere to cleanliness standards.
• Conduct quality checks to ensure yachts are charter-ready, with all systems functioning correctly.
• Generate and implement ideas to enhance the quality of our charter products.
• Monitor external contractor performance against agreed service standards.

Financial Management, Insurance, and Warranty

• Monitor and control expenditure, using P&L document, highlighting concerns or issues immediately.
• Manage cash allocation and control expenses within established guidelines.
• Ensure timely submission of insurance claims and warranty requirements.
• Oversee the purchase and receipt of local and international marine inventory within budget constraints.
• Verify invoice accuracy and ensure timely payments.
• Prepare and submit financial budgets and adjust forecasts to meet monthly and yearly targets.
• Drive local revenue and work toward specific revenue targets.
• Generate ideas to increase revenue and reduce operational costs.

Leadership and Team Development

• Management of the base operations team
• Ensure SMART performance evaluations are completed in a timely manner.
• Collaborate with the HR partner to deal with any employee relations matters, and review of structure or team changes.
• Handle performance concerns and involve the HR partner to ensure adherence to company procedures.
• Collaborate with the recruitment team to secure high-quality candidate selections, strictly adhering to authorisation processes, and actively contributing to interviews and the onboarding process.
• Maintain accurate and complete employee records, ensuring compliance with local labour laws and immigration processes.
• Recognise and identify the learning and development requirements of the team, collaborating with the People team to coordinate and provide suitable training programs that enhance team performance. Additionally, develop direct reports to enhance their skills in alignment with business needs.
• Communicate company policies and procedures to staff, ensuring adherence and understanding.
• Cultivate a friendly and helpful attitude amongst base personnel, extending the same courtesy to customers and business partners.
• Continuously pursue self-development and take ownership of personal growth.

The ideal candidate will have the following:

• Strong leadership skills with a proven track record of successfully leading teams
• Exceptional customer service skills
• Proficiency in yacht equipment and technical boat mechanics
• Previous experience in the marine industry
• Experience of bareboat yacht management is advantageous.
• Experience in preparing financial reports and managing budgetary responsibilities.
• Ability to handle customer emergencies, employee issues, and property situations.
• Able to meet deadlines under pressure.
• Strong analytical, communication, and interpersonal skills
• Ability to adapt to different working styles and cultures.
• Flexibility regarding working hours and days to meet business demands, including evenings, weekends, and public holidays.
• Proficiency in computer software programs such as Microsoft Word, Excel, Outlook, reservation systems, and internet-based data centres.
• Willingness to travel as required.

Our Commitment to Diversity, Equity, and Inclusion

We believe people perform best when they can be their true selves, and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.