Size and Scope of the RoleThe position is responsible for the overall efficient and sustainable operation & profitability in Montenegro. It is in charge of all operation activities regarding assistance to the customers (owners,
captains, crews and guests) from the yacht cruising to the port of destination. It will follow all the clearance activities, conciergerie, itinerary planning, event organization, provisioning, bunkering and the fulfilment of any other request made by our clients. Furthermore, this role ensures high quality services and offers prompt and accurate assistance in order to guarantee full customer satisfaction, in line with Acquera standards. Provides for the registration of all incurred expenses on behalf of ship owner/captain
in the yacht folder and verifies that all expenses are authorized by the captain. It’s expected to maintain and develop existing and new customers through appropriate propositions, ethical sales methods and relevant internal liaison, in order to optimize quality of service, business growth and customer satisfaction. The post holder must comply with the Acquera Yachting strategic objectives, business code of conduct and deliver the highest standards of service set, monitored and managed by corporate team.
Key Accountabilities
- Develop the Montenegro market and manage operations activities;
- Arrange berths for vessels coming, giving them the various options and providing them with quotations;
- Take care of all formalities and clearances, also informing the captains of rules and regulations that need to be followed;
- Assist our clients for any necessity, including giving advice on itineraries, locations, important viewing points for guests, best suitable restaurants, private tours, booking private car, ect.
- Meeting captains and key crew members upon arrival and welcoming them;
- Coordinate all deliveries to the yachts;
- Know the many and various suppliers we can use to help our clients;
- Get quotations for when yachts request them and make sure the end final price quoted is precisely what will be charged finally to the client;
- Add all information about the service delivering in the yacht folders in order to facilitate the
- Accountability for the invoices issuing and keep track of all yacht’s accounts;
- Oversee the quality of deliverables and effectively manage the team and day-to-day relationships to ensure exceptional performance and total customer satisfaction in all aspects to our clients;
- Maintain expertise in all areas pertaining to the Montenegro compliance regulations with port authorities relating to the Yachting Industry in this country;
- Ensure the effective execution and management of a professional and cost effective budget while implementing cost cutting strategies and to increase overall operational profitability;
- Responsibility of country budget management, monthly reporting, monitoring utilization, delivering against revenue and profit targets;
- Develop the area to support the demands and requirements of a super yacht to the highest standards;
- Strengthen the Acquera brand through participation in key industry associations, boat shows, events promoting Acquera World-wide, Acquera regions and focus on elevating Acquera’s overall position in the super yacht industry;
- Apply operations, commercial and finance/administration strategies established by Acquera Yachting;
- Responsible for the training of new staff;
- In collaboration with the Group HR Manager, establishes and manages effective programs to compensate, coach, appraise and train the department personnel;
- Fosters the application of corporate procedures and policies within the team and maintain thigh level of communications by encouraging also corporate initiatives;
- Gives the availability also out of working hours for business travels and any other contingency issues;
- Be available at all time for our clients by guaranteeing the availability also via mobile during and after working time, weekends as well.
Qualifications and Education Requirements:
- Degree/High School in Languages or Tourism or Maritime Sector or any other degree supported by proved minimum 2 years in depth experience in the field of yacht agency business.
Experience
- Experience in the yachting industry (dealing with captains, crews as well as yacht owners)
- Experience in bunkering, provisioning, custom clearance.
- Experience in business planning and operations including financial analysis and business care development experience preferably in the maritime sector;
- Experience in managing people and team work
Knowledges, Competencies and Skills
- Excellent knowledge of English both spoken and written;
- Driving license;
- Good knowledge of the Office package, Internet and social media;
- The ability to create and maintain and excellent office environment where the personnel work as a team;
- High level regulatory knowledge, keeping up with all entry, departure compliance requirement for this country;
- Proven problem-solving skills, analytical, creative and critical thinking skills, coupled with strong proficiency in reporting and analytics;
- Strong leadership and team building skills, negotiation, organization, communication and speaking skills;
- Project development, identify and implement new products/service, cost analysis and tracking;
- Detail-oriented, strong multi-tasking skills and the ability to both perform and delegate effectively under pressure in a rapidly changing environment;
- The skills and ability to nurture and grow employees, providing structure, direction and attention to the retention of employees;
- A problem and solution focused individual, willing to explore new and creative ways to improve the company overall;
- Ability to analyze finances, communicates professionally, identify legal issues and improve productivity.
- Initiative and positive attitude
- Degree of autonomy
- Leadership
- Collaboration and team work
- Confidentiality
- High stress tolerance
- Results orientation
- Flexibility
