Base Manager

At The Moorings, we plan and deliver fantastic yacht charter experiences 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 industry lies in our exceptional teams, we are united by the same purpose, to have fun while creating extraordinary experiences for our customers.**Summary**This role will lead a small team to deliver an exceptional yacht charter experience. Strong collaboration and flexibility are essential, the team will need to work seamlessly across various duties to ensure customer expectations are met, this could include but is not limited to cleaning yachts, performing technical work, and handling base administration.Charter activity week on week may vary, and therefore days off may change to meet operational requirements.**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 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 culture of customer excellence.- Utilisation of our customer relationship management system Hubspot.**Quality Assurance**- Monitor customer feedback scores through Key Peformance Indicaotors 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.- Coordinate 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.- 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