Dockhand
Dockhands are responsible for providing exceptional customer service to all waterfront customers through fueling, renting, tying boats, and customer engagement.
Essential Duties and Responsibilities
Fuel
• Properly and safely fuel all boats that come to the gas dock according to SOPs, policies, and training
• Perform accurate gas and rental charges through the processing system
• Properly record fuel sales through established processes and procedures
Public Docks
• Using docking lines, spin all boats on all docks so the bow is facing toward the lake
• Quickly assist all boats coming in or out of the marina to ensure customers receive proper assistance upon arrival and departure
Boat Rentals
• Understand and properly inform customers of rental department basics, including what we rent, how to rent, pricing, and policies
• As assigned by supervisor, properly answer the telephone, take rental deposits, and accurately place customers on the rental calendar, following up with a confirmation email
• Provide thorough boat rental orientations, answer customer questions, conduct driver’s tests, and ensure customers are comfortable and safe prior to handing over the keys
• Follow rental return processes and communicate any boat damages to management immediately
• Assist with the rental area, ensuring the site is always presentable and organized
• Thoroughly clean rental boats upon each return
• Uncover and cover all rental boats daily
General Responsibilities
• Assist with customer checkout, opening and closing procedures, inventory, and general procedures in the convenience store and pro shop at Lake Charlevoix
• Honestly report all tips and place them into the tip pool at the end of each shift
• Greet all customers and engage in conversation to ensure they feel welcomed and appreciated
• Maintain the cleanliness of the marina and docks
• Document and communicate to the Rental Manager any customer needs, accidents, or other occurrences requiring management knowledge or action
• Stay busy at all times during the shift by consistently finding productive tasks
• Go above and beyond with customer service and make all customers feel welcomed and appreciated
• Perform other tasks as requested by supervisor
Knowledge, Skills, and Abilities
To perform this job successfully, an individual should demonstrate the following competencies:
Communication
Ability to interact professionally with colleagues, clients, and company personnel. Clearly and effectively communicates information both orally and in writing.
Customer Service
Ability to serve customers respectfully and efficiently. Understands that the customer is the priority and that serving them drives success.
Humility
Ability to honestly and openly communicate mistakes or mishaps and learn from them.
Swimming
Ability to swim and tread water is required.
Running
Ability to run throughout the waterfront and marina, including on docks, to ensure customers are attended to promptly as they approach the dock, rental area, or other waterfront areas.
Schedule Flexibility
Understands that the position is dependent on weather and traffic. Shifts may be adjusted or canceled accordingly.
Have Fun
Recognizes the excitement of the job and comes to work ready to learn, teach, and build connections with customers and partners.
Qualifications
The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
• Basic knowledge of Microsoft Excel preferred
• Must pass a thorough background check
• Ability to trailer and launch different types and sizes of boats as assigned by supervisor preferred
• Valid boater’s license preferred
• CPR certification preferred
• Knowledge and experience with boats and watersports preferred
• Ability to properly trailer and launch wake boats and pontoons preferred
• Ability to swim and tread water required
Work Environment and Physical Demands
The work environment and physical demands listed below are representative of those an employee encounters while performing essential job functions. Reasonable accommodations may be made to enable individuals with disabilities.
Work Environment
The noise level ranges from quiet to moderately loud. Work is performed in an office, on boats, and on docks. Most duties are performed outside and on the water in varying weather conditions including rain, wind, sun, and other elements.
Physical Demands
The employee is regularly required to stand, walk, and run. Frequent use of hands and fingers to touch, feel, and handle objects is required. The employee regularly stoops, kneels, bends at the waist, and reaches. The ability to speak and hear is required. Must be able to lift up to 30 pounds occasionally.
Schedule
Dockhand schedules are released on a weekly basis. Shifts are dependent on traffic and weather. Flexibility is required, as shifts may be modified or canceled due to poor weather or low traffic. Dockhands may occasionally be scheduled at both waterfront locations within the same week, including Walloon Lake and Lake Charlevoix.
