FRONT COUNTER JOB DESCRIPTIONS, TRAINING, & PROCEDURES
- Mar 8, 2023
- 6 min read
Updated: Feb 20
Job Descriptions for Both Front Counter Team Member & Team Leader
FRONT DESK TEAM LEADER JOB DESCRIPTION
Customer Experience
•Creating an environment that is welcoming for customers from the
moment they walk in the building until they leave.
•Providing Excellent Customer Service
•Assists customers by answering questions about the different services we
offer, products we sell and fulfills customers needs to ensure customer
satisfaction
Shift Supervisor
• Leading the front counter team the days you are working
• Delegating responsibilities to other team members for the day
• Directly reporting daily operations and issues to Meghan
• Handling disgruntled customers
• Front Counter Trainer
Front Desk Team Member
•Assisting Customers with their reservations
•Communication with Customers & Team Members of utmost importance
•Communication amongst dock and front desk (slack)
•Answering All questions, texts & emails in a timely fashion
•Has a knowledge of our vast boat inventory for both rental and boat club
•Cross-trained at all locations (Stutts Marina, CS Boat Rentals and Midway)
•Assisting Customers with merchandise and check outs
•Daily Store Maintenance / Housekeeping
•Boat Rental Delivery and Pick up
Boat Club
•Boat Club Tours
•Follow Up with Prospects / Sales
•Club Sign-ups/Account Set-up
•Providing Excellent Customer Service
• Answering All Questions, Phone Calls, Texts & Emails that pertain to Boat
Club
Rentals
•Assisting Customers with their reservations and self check-ins (Daily,
multiple day or weekly)
•Overseeing ALL Weekends, Deliveries, Pickups (ensuring in your absence
ALL is covered) Will need to plan ahead and make sure tasks are delegated
•Answering All Questions, Phone Calls, Texts & Emails that pertain to
Rentals
•Communication amongst Dock and Front Desk in reference to Boat
Rentals
•CS Rentals would require a designated team member daily
Merchandising
•Store ordering per designated team member
•Store inventory management
•Merchandising (ensuring all inventory is in appropriate placing and kept
orderly)
•Receiving inventory.
•Re-stocking inventory
FRONT DESK TEAM MEMBER JOB DESCRIPTION
Customer Experience
•Creating an environment that is welcoming for customers from the
moment they walk in the building until they leave.
•Providing Excellent Customer Service
•Assists customers by answering questions about the different services we
offer, products we sell and fulfills customers needs to ensure customer
satisfaction
Front Desk Team Member
•Assisting Customers with their reservations (Boat Rentals, Boat Club)
•Communication with Customers & Team Members of utmost importance
(email, text)
•Communication amongst dock and front desk (slack)
•Answering All questions, texts & emails that pertain to boat rentals, boat
club and marina in a timely fashion
•Has a knowledge of our vast boat inventory for both rental and boat club
•Cross-trained at all locations (Stutts Marina, CS Boat Rentals and Midway)
•Assisting Customers with merchandise and check outs
•Daily Store Maintenance / Housekeeping
•Boat Rental Delivery and Pick up
Boat Club
•Providing Excellent Customer Service / Checking Boat Club members in
• Answering All Questions, Phone Calls, Texts & Emails that pertain to Boat
Club
•Communication amongst Dock and Front Desk in reference to Boat Club
Members
Rentals
•Assisting Customers with their reservations and self check-ins (Daily,
multiple day or weekly)
•Answering All Questions, Phone Calls, Texts & Emails that pertain to
Rentals
•Communication amongst Dock and Front Desk in reference to Boat
Rentals
•CS Rentals would require a designated team member daily
Merchandising
•Merchandising (ensuring all inventory is in appropriate placing and kept
orderly)
•Receiving inventory.
•Re-stocking inventory
EDUCATION & TRAINING DOCUMENTS:
Below are some important training documents that we would ask that you would read over, take notes and study. We would be more than glad to answer any questions that you may have! Please never hesitate to ask for clarity or ask questions if you do not understand. If we do not know the answer, we will figure it out together. We are better together!
We take training very seriously and want you to be educated about what you are
representing. We have a process and will make sure you are fully trained before letting you loose. There will always be a Team Leader on every shift to help you.
REQUIRED TRAINING FRONT COUNTER
LAKE EFFECTS FRONT COUNTER TRAINING LINKS:
We are thankful you are a part of our team! We want to make sure you are adequately trained and have the proper education while a team member at Lake Effects. We take safety and education very seriously so that our customers and team members can have the very best experience possible.
We require the following training to be completed to be employed as a Lake Effects Team Member. There will also be one-on-one training that will be completed on site directly with your supervisor once you begin working physically at our facility. Until then, feel free to begin your training as listed below:
A. NC BOATER EDUCATION
This training is required for the purpose of adhering to the law of boating. Anyone that is born on January 1, 1988 or after is required to have a boaters education card for the purpose of operating any boat over 10 HP. (The boater education fee will be reimbursed $34.95)
Please complete the NC Boater Education course. Upon completion of this course, you will be able to print a temporary Boaters Education card. A permanent card will be sent to you in the mail. Please just forward a copy of your Boat Education card to me once completed.
B. ABC TRAINING
This training is required for the purpose of educating yourself with the ABC laws in reference to selling alcohol in a retail store.
Click on Seller / Server Training Program
Search for “a business that I represent that currently holds permits”
Trade name: “Recreational Products Group”…search
Click on “Lake Effects Marine”
Fill in information about yourself, create password and click on register
Then you can login with your email and password to begin
Click on Start Seller course
PLEASE STUDY THE FOLLOWING INFORMATION REGARDING BOAT RENTALS:
C. MAKING RESERVATIONS | LAKE EFFECTS (MAIN POINTS)
You must be 21 with a valid drivers license. If a customer is from out of the country, we would accept an International drivers license.
The NC State law requires anyone born on January 1,1988 or after to have a boaters license (ilearntoboat.com)
We require a security deposit that is refunded to you in 7-10 business days, assuming the boat returns in the same condition it leaves our docks.
Get their personal information (Name, phone, email)
Ask for the credit card information they would like to use for their security deposit.
Explain all balances due are charged 2 days prior to reservation
Confirm all information is correct
Tell the customer they will be receiving a confirmation email within the next few minutes that goes over our cancellation policy, our weather policy, and includes the pre-checkin process.
Explain that all operators need to watch the safety video and complete the pre-check in process before arriving for their reservation.
10.Once they complete the pre-checkin process they will receive a QR code.
11. Once they arrive at Lake Effects, please report to the Front counter Customer kiosk station and scan QR code and then they will be ready to head on down to dock. Once they have completed this step, the Monday board will slack down to the dock. We will not have to manually slack like we use to.
12.Team members are on hand to assist if needed.
D. PRE- CHECK IN SAFETY CHECKLIST POINTS
All children 13 and under MUST wear a life jacket all time, it is the law. We recommend that everyone wears one in the water.
No drinking and driving, there are sheriff and wildlife patrolling the lake.
Look out for white/black diamond shoal signs, STAY 150 ft AWAY
NO BEACHING, you may anchor out.
Stay away from all bridges other than the 150 bridge. It is a clearance issue with the Bimini top.
Show them how to share their location with us and how to drop a pin on Apple maps or Google maps. (MAKE SURE SOMEONE KNOWS HOW TO DO THIS IN THEIR PARTY BEFORE THEY LEAVE)
We take a 360 video of the boat and email it to you and if the boat comes back in the same condition you will receive your deposit back within the next 7-10 business days
Please TEXT US if you need anything (same number as pre-check in)
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