Wacca Wache Marina Job Description



Wacca Wache Marina

Unique Departmental Instruction

Counter Clerk Training Manual

The below aspects are detailed training instructions pertaining to counter clerks. This document expands on existing functions performed by this process workers This is the current training program executed by marina training staff to qualify personnel in this function. All trainees who perform this position will be qualified in these areas before entering the operations arena.

Index

Opening Routines…………….……………………………………………………...1

Tools…………………………………………………………………………………2

Communications……………………………………………………………………..3

Fuel Management…………………………………………………………………….4

Transient Dockage………....………………………………………………………...5

Closing Routines……………………………………………………………………..6

Special Notes ……..………………………………………………………………….7

Supporting Documents:

WWMP 2000.00

WWMP 2000.01

WWMP 2000.02

WWMP 2000.03

WWMP 2000.04

1 Opening Routines

Counter clerks are vital to the smooth operation of the marina. Interfacing with customers, telephone and VHF radio communication and relaying information to marina staff are the counter clerk’s main responsibilities. The below are detailed procedures for daily applications associated with the counter clerk position.

Opening the Retail Center

Opening routines for the retail center involves the following:

Phone Messages:

Switch to line one on phone.

Dial answering machine number and enter pass code.

Record any messages and ensure the proper person receives the message.

Making coffee:

Discard used grounds and insert new filter and fill with new coffee.

Ensure coffee pot is clean, if not clean with ice and cold water.

Place coffee pot under filter.

Power on coffee maker.

Press “BREW” and coffee will begin to perk.

Coffee machine will stop automatically.

Repeat if necessary.

VHF Radio:

Turn power knob to the on position.

Ensure channel is fixed to “16”.

Record time of power up in daily log book.

Transient Board:

Edit transient board to record departed boats from previous day.

Maintain check in receipts for boats still docked.

Prepare board for new arrivals and their suggested dockage using the transient dockage schedule form (WWMP 2000.04TD) Request dock master assistance for determining proper docking location for these scheduled arrivals.

Tour Boat Reservations:

Review reservation log for tour boat departures.

If bad weather exists, contact reservations to inform them that tour is cancelled.

Reschedule any reservations due to tour being cancelled.

Hand Held Radios:

Receive radio and switch on, monitor volume throughout the day.

This is for communication with marina personnel performing their job functions.

Keep this handy so transmissions are received.

Cleaning the Retail Center:

Make sure to sweep behind the counter, floor area and bathrooms.

Mop floor and clean with flooring cleaner to maintain hardwood flooring.

Restock coolers as needed. (Monitor daily)

Wipe down counters and refrigerator.

Clean windows when required and dust regularly.

Keep shelving items straight and reorder when required.

Ensure ice machine is full and maintain ice management.

Inform management when heavy lifting or deliveries require assistance.

*Monitor all of these items throughout the day and replenish and/or update as needed.

2 Tools

This section defines the tools used by counter clerks. Daily operation within the marina require many tools. Counter clerks will be responsible for the tools they use while performing their jobs. Misuse of these tools could result in damage to property or injury.

It’s important to use the proper tool for the job at hand. Basic tool descriptions are listed below:

Hand held radio for communication with marina personnel.

Ice machine for soda fountain and ice box.

Cash register.

Credit card machine.

LAN line telephone for receiving customer requests.

Microwave and grill for preparing employee lunches.

VHF Marine radio for communications with traveling vessels.

Writing utensils.

Fuel receipt book.

Brooms and mop to maintain retail center floors.

Rags or towels for cleaning.

Hand Held Radios:

Receive radio and switch on, monitor volume throughout the day.

This is for communication with marina personnel performing their job functions.

Keep this handy so transmissions are received.

Ice Machine:

The retail center possesses the ability to make ice. This eliminates the need for delivered ice and it’s our responsibility to maintain a good ice management plan. Always monitor the ice maker to ensure availability throughout the day. If ice machine is low on ice, switch machine on to keep supplies sufficient. As bagged ice is sold, restock ice machine to keep products available. Monitor the ice machine so when hopper is full we can switch off ice maker to save wear and tear on the machine. Clean machine when necessary.

Cash Register:

As expected, this is vital to be managed properly. Proper opening and closing procedures for this tool will be applied when undergoing training for this function. Office manager and/or general manager will train workers in proper management of this tool. Responsibility for this function will fall on the worker and needs proper attention and training to handle all aspects required.

Credit Card Machine:

Like the cash register, this tool also requires proper training. As listed above, office manager and/or general manager will train accordingly.

LAN Line Telephone:

Like most businesses, the marina has a multi line phone system. Proper understanding of its function will assist in processing customers and vendor communications. While receiving counter clerk training, proper applications in operating the phone system will be reviewed.

Microwave and Grill:

These tools are available to provide hot lunches for marina workers. Currently the marina offers its employees daily lunches. The microwave and grill allow this to happen. Proper usage and maintenance of these tools are the responsibility of counter clerks. Planning for lunches as well as preparing them are within the counter clerks function. Clean and monitor these tools to ensure adequate performance of these tools.

VHF Marine Radio:

This is a required tool for area marinas. To receive transmissions from vessels and accommodating transient customers to requests for fueling is this tools function. This device is not a toy and is monitored my local authorities as well as the Coast Guard.

Proper usage of this tool is mandatory. Proper training will be provided.

Writing Utensils:

Having these tools available when needed shows organization and preparedness.

Recording telephone messages to signing credit card receipts will be performed during daily operations. Keep these tools handy and plentiful.

Fuel Receipt Book:

This tool will be vital when verifying payment of fuel took place on the fuel dock. Fuel dock hands will verify with fuel customers that bill has been paid and a correctly filled out receipt will expedite this process. Fuel customers will receive a written ledger from the fuel dock hand for fuel dispensed in their vessel. Customers will be directed to the retail center to pay for the fuel. After paying, stamp “PAID” on the customer’s ledger and provide a cash register receipt for the sale. This ledger will then be verified by the fuel dock hand when customer returns to the fuel dock. This validates the balance has been paid. Stamped ledger copy is kept by the fuel dock hand and verified against the fuel receipt book at the end of daily operation and provided to the counter clerk for filing.

Cleaning Tools:

Brooms, mops and rags or towels will be utilized in maintaining a clean and safe retail center. It’s the responsibility of all retail center workers to keep our marina presentable.

Straighten, dust, clean and mop any area that requires attention in a prompt and efficient way. This keeps the retail center a beautiful place to base operations. Take pride in this.

3 Communications

This section deals with correct communications with the retail center and other personnel working on the marina grounds. Radio communication (hand held) is vital for smooth operations, information sharing and assistance requests. All workers should have communications devices.

VHF radio communications fall within this section as well. Proper identification while using this radio is required.

Hand Held Radio:

Hand held radios are available for clear communication with fork lift drivers and spotters as well as other marina workers. Make sure to speak clearly and refrain from congesting the frequency. Deliver an accurate and concise message to personnel and await confirmation that message was received.

When transmissions occur, respond promptly so request is confirmed. Check to verify volume has not been lowered to break communication ability. Due to the nature of tasks, be aware that repeating messages could be required. Background noise can “drown out” transmission so ensure your message was received.

VHF Radio Transmissions:

This device is the primary communication tool between vessels on the water and marinas throughout the area waterways. Transmissions on the marine radio ranges from information gathering to security and safety concerns. Channel 16 is the primary monitored channel until communication between our marina and vessels have been established. We then advise the vessel to switch and answer channel 10 to resume transmissions about dockage, fueling and other topics.

The marina is obligated to monitor and maintain a radio log for the VHF marine radio. Training for this device will be provided and users will be qualified in procedures and transmissions. The Dock master will usually perform this qualification.

4 Fuel Dock Management

See “Fuel Receipt Book” in “Tools” section. (Above)

5 Transient Dockage:

Below are the procedure steps in receiving transmissions from transient customers and the subsequent directions in assisting transient customers for overnight dockage. These advisements will assist in handling situations associated with transient dockage. Most transient dockage will be reserved in advance (WWMP 2000.04 TD) but some boaters will decide to request dockage on the spot. The below will assist in either situation.

A “Hale” (call) on frequency (channel) 16 will be transmitted from vessels approaching the marina. Promptly reply to vessel and state:

“Wacca Wache Marina, WRD 769 back to the vessel calling, captain please switch and answer channel 10, one zero”.

Manually change the channel on the VHF marine radio to channel 10 and await vessel transmission. Usually these transmissions will consist of:

Obtaining the vessel size: length and beam (width) and draft (depth of boat under surface)

This will determine where the vessel will be placed on the transient docks.

Where the vessel will be docked. (per the above obtained information)

Which docking method (bow-in, stern-in, starboard or port line preparation, ect...) is best.

Advisement if fuel will be taken on before docking.

If any special needs are to be addressed.

After all communications and directions have been provided, tell the captain on the vessel that dock hands will be deployed to assist them in safe dockage and:

“Wacca Wache Marina, WRD 769 clear on channel 10, back to channel 16”.

Now proceed to inform dock hand(s) that docking assistance is required, and any other requests identified while transmitting with the vessel, using the hand held radio.

7 Special Notes

This section will address any special items in relation to the counter clerk position.

Common sense and a level head will result in a pleasant boating experience for all. Never get in a hurry to perform your duties. Remember your training and follow processes as they were intended. Some boaters are in a rush and will become impatient. Handle this with a cool head and proceed with your function. If a situation escalates to an uncomfortable level, contact management and allow them to direct the resolution. Never loose your temper with customers. No good could come from this.

Perform your duties efficiently and completely. Work done right the first time is work that doesn’t have to be revisited. So much activity exists while in peak season and focus on the task at hand is vital. Safety of workers and property is the main concern.

Be prepared for work each day and execute your job functions efficiently and with pride.

Customer satisfaction begins with you.

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