ORGANIZATION CHART BASIC ORGANISATION CHART FOR THE MANAGEMENT OF A MARINA OR YACHTING HARBOUR 0 BOARD OF DIRECTORS MANAGEMENT COMMITTEE 1 DIRECTOR - MANAGER 2 ADMINISTRATION DIRECTOR HARBOURMASTER OPERATIONS DIRECTOR SPORTS DIRECTOR 3 HEAD OF ADMINISTRATION HARBOUR FOREMAN MAINTENANCE SUPERVISOR DRY DOCK SUPERVISOR CUSTOMER SERVICE MANAGER SPORTS MANAGER 4 ADMINISTRATIVE STAFF EXPERT SAILOR MAINTENANCE OPERATIVE DRY DOCK OPERATIVE COMMERC. REPRESEN. RECEPTIONIST SPORTS SECRETARY 5 AUXILIARY ADMINISTRATIVE SAILOR AUXILIARY MAINTENANCE AUXILIARY DRY DOCK AUXIL. SALES AUXILIARY RECEPTIONIST MONITOR
COMMERCIAL REPRESENTATIVE Definition, Job Description COMMERCIAL REPRESENTATIVE DEFINITIO TION His tasks are to be in direct commercial relation with clients and Port users. JOB DESCRIPTION IDENTIFICATION OF THE POSITION: DEPARTAMENT: REPORTS TO: COMMERCIAL REPRESENTATIVE CUSTOMER SERVICE CUSTOMER SERVICE MANAGER EDUCATION AND PREVIOUS VOCATIONAL TRAINING IS VALUABLE EXPERIENCE: SALES REPRESENTATIVE HIGH LEVEL OF ENGLISH. OTHER LANGUAGES VALUABLE. 3 YEARS IN SIMILAR POSITION SPECIFIC TRAINING: SALES REPRESENTATIVE OR RECEPCIONIST REQUESTED ABILITIES: o Social abilities o Work in teams. o Respect o Patience o Prudence SPECIFIC KNOWLEDGES: o Languages o User s level computing o Customer service o Company protocol o Nautical terminology 2
COMMERCIAL REPRESENTATIVE Definition, Job Description PHYSICAL EFFORT / MENTAL EFFORT: The position requires moderate psychic effort and low physical effort. OTHERS: o Work tools: Computer, transceiver, phone, and office material. o Medium responsibility o Low autonomy Observations: In small ports assumes also the tasks of Administrative. 3
COMMERCIAL REPRESENTATIVE Duties and Responsabilities DUTIES AND RESPONSIBILITIES Receive the general requests about the harbour and about prices and mooring reservations by phone and email. Communication with accounting department relating to the payment and file of invoices. Mooring sales and credit control. Control of the ship s listing, in and outs, changes in order to make the invoices. Request of maintenance tasks, transmitting the clients petitions to the deck boatswain. Attention to the clients of passing ships and usual clients: homing leaf, invoicing of the supplies and services. Monthly invoicing of the rent of commercial premises, sending of invoices, communication and charge control. Control and quarterly invoicing of the consumptions made by the boats when they stay for a long time and invoicing to the other ships when they leave the port. 4
MODULAR OUTLINES OF THE TRAINING 1).- INTRODUCTION TO THE TOURISM 1.1) Tourism history 1.1.1) Origins of the Tourism. The Grand Tour. 1.1.2) The romantic travellers. 1.1.3) End of XIX century and beginning of XX. 1.1.4) Tourism in XX century. 1.1.5) Great figures of the Tourism. (Thomas Cook, Cesar Ritz). 1.1.6) Mass Tourism. 1.2) Concept and definitions 1.3) Organization of the companies of the sector 1.4) Generalities 1.4.1) Tourist and harbour vocabulary. 1.4.2) Organization chart of a Leisure Port 2).- DEPARTAMENTS OF A LEISURE PORT 2.1) Management 2.2) Exploitation 2.3) Administration and Accounting 2.4) Reception 2.5) Commercial 2.6) Sportive area 2.7) Crew 5
2.8) Maintenance 2.9) Technical Area 3).- RESERVATION DEPARTMENT 3.1) Definition and functions 3.2) Overbooking 3.3) Diagram of a port reservation 3.4) Reservation book 3.5) Arrivals registration 3.6) Planning or occupation list 3.7) Reservation book 3.8) Listing of planned arrivals 3.9) Planning 3.10) Interdepartmental Relations 4).- DEPARTAMENT OF ACCOUNTING REPORTS 4.1) Definition and functions 4.2) Invoicing accounts 4.3) Invoicing systems 4.4) Forms of the Department of Accounting Reports 4.5) Interdepartmental Relations 6
5).- COMMUNICATION 5.1) Communication corporative image 5.2) Golden Rule of Communication 5.3) Communication channels: Mailing 5.4) Communication channels: Phone 5.5) Communication channels: Visits 5.6) Written communication. Acknowledgment of receipt 5.7) Different kinds of media 5.8) Phone communication 5.9) Nonverbal communication: gestures 5.10) Attitude and empathy 6).- BASIC PHONE SERVICE 6.1) Use of the phone in the company 6.2) Knowledge of the phone features 6.3) General rules of phone assistance 6.4) Attitude in the phone 6.5) Qualities of the phone operator, effectiveness and agility 6.6) The phone reception and its phases 6.7) Use of correct expressions 7
6.8) Management of the calls 6.9) Silence and pauses. Active listening 7).- SALES OPERATIONS 7.1) Basic aspects of the sale 7.1.1) Client s needs and tastes: reasons related to the needs 7.1.2) Variables that condition or determine the client s interest in his consume acts 7.1.3) Motivation, frustration and defence mechanisms 7.2) Maslow theory 7.2.1) Needs are the conducts: psychological profile of the different clients 7.2.2) Grid, psychological profile of the clients and the hierarchy of the Maslow needs 7.3) Salesman 7.3.1) Qualities of a good salesman 7.3.2) Flairs to sale and its development: psychological concepts related with communication 7.4) Relations with clients 7.4.1) Essential characteristics of the products and/or services that the salesman has to know 8
7.5) Communication 7.5.1) Process of communication Transmitters. Channels, messages Receivers, decoder 7.5.2) Written communication Communication rules and written expression Communication models Commercial letters Memos. Brief communications Request, official note and certify 7.5.3) Oral communication Reception and transmission techniques of verbal messages: Concrete and adequate interpretation of the questions. Accurate and precise language Adequate application of gestures and facial expression. Verification of the message comprehension. 7.5.4) Communication means and equipments Evolution of the communication systems: Telematics. Modem. Email. 7.6) Sales techniques. 7.6.1) Sales steps. 7.6.2) Planning the negotiation 7.6.3) Sales practices ad equated to the kinds of client Knowledge of the client. Clients typology. Approach to the client, Communication. 7.7) Techniques to refute objections 7.7.1) Classification of the objections. 7.7.2) Different rules to treat the objections 9
7.8) Close the deal 7.8.1) Transition from the sales pitch to the deal 7.8.2) Techniques to close deal 7.9) Development of the buy and sale contract 7.9.1) Clauses. 7.9.2) Regulations of the buy and sale contracts 7.9.3) Writing the document 7.9.4) Standard format 7.9.5) Rules for writing the document. 7.10) Presentation and demonstration of a product and/or service 7.10.1) Objectives of the demonstration 7.10.2) Items to emphasize in the presentation or demonstration 7.10.3) Process and methods of wrapping. Techniques of application 7.11) Sales organization. 7.11.1) Structure/organization chart of sales department 7.11.2) Planning of sales visits: Analysis of the sales zone and the objectives Programming the visits and routes Sales pitch. 7.11.3) Treatment of the derived commercial information Mistakes and solutions in the sales organization 7.11.4) Application of the commercial calculation in the sale 7.11.5) Simple interest. 7.11.6) Price calculation: commercial discount. «Rappels». Margins. 10
8).- QUALITY OF THE SERVICE AND CUSTOMER ATTENTION 8.1) Treatment to the client 8.1.1) Who s the client 8.1.2) Internal client and external client 8.1.3) Relationship with internal clients. 8.1.4) Quality of service and client attention 8.1.5) Customer loyalty 8.2) Types of clients 8.2.1) The fastidious client. How to treat him 8.2.2) The insecure client. How to treat him. 8.2.3) The aggressive client. How to treat him. 8.2.4) The conservative client. How to treat him. 8.2.5) The passive client. How to treat him 8.2.6) The impatient client. How to treat him 8.2.7) The moaning client. How to treat him 8.2.8) The exaggerated client. How to treat him 8.2.9) The absentminded client. How to treat him 8.2.10) The overbearing client. How to treat him 8.3) Attention to claims and complaints 8.3.1) How to treat claims and complaints 8.3.2) Written complaints 8.3.3) How to manage the difficult situations 8.4) Complaints book 11
9).- VISITS ATTENTION 9.1) Visits reception. Meetings and appointments 9.2) Listen and talk 9.3) Details to have into account attending visits 9.4) Visits selection 9.5) What to do if the boss is late 9.6) How to treat unexpected visits 9.7) How to treat personal visits 9.8) How to treat visits from the same company 9.9) Several forms of reception 9.10) Protocol in the reception of visits 10) RELATIONS IN THE WORK PLACE 10.1) Communication in the company. 10.1.1) Documents with the job description of any member of the team 10.1.2) Verbal communication of the instructions to achieve the objectives 10.2) Kinds of communication 10.2.1) Oral/Written. 10.2.2) Formal/informal. 10.2.3) Ascendant /descendent/horizontal. 12
10.3) Steps of a communication process 10.3.1) Addresser, transmitter. Channels, messages. Addressee, decoders. «Feedback». 10.4) Communication nets, channels and means 10.5) Difficulties/barriers in the communication: 10.5.1) Distortion arch. 10.5.2) Filters. 10.5.3) Persons. 10.5.4) Rationality code. 10.6) Resources to " manipulate the perception data: 10.6.1) Stereotypes. 10.6.2) Halo effect. Projection. 10.6.3) Expectations. 10.6.4) Selective perception. 10.6.5) Perceptive defence 10.7) Communication as behaviour generator 10.8) Communication as growth source. 10.9) Information control. Information as a function of direction 10.10) Negotiation: 10.10.1) Concept and elements. 10.10.2) Strategies of negotiation. 10.10.3) Influence styles. 10.11) Solution of problems and taking decisions. 10.12) Resolution of conflictive situations as consequence of the relations in the work place 13
10.13) Process to solve problems: 10.13.1) Wording. 10.13.2) Specification. 10.13.3) Differences. 10.13.4) Changes. 10.13.5) Hypothesis, possible causes. 10.13.6) Cause more probable. 10.14) Factors that influence in a decision 10.14.1) Topic difficulties. 10.14.2) People attitudes that intervene in a decision 10.15) Most usual methods to take decision in group 10.15.1) Consensus 10.15.2) Majority. 10.16) Steps in taking decisions 10.16.1) Wording. 10.16.2) Objectives, classification. 10.16.3) Alternative searching. Evaluation 10.16.4) Tentative election. 10.16.5) Adverse consequences, risks. 10.16.6) Probability, seriousness 10.16.7) Final election. 10.17) Command styles. 10.18) Direction and/or leadership: 10.18.1) Definition. 10.18.2) Direction paper. 10.19) Direction styles: 10.19.1) «Laissez-faire». 10.19.2) Paternalist. 10.19.3) Bureaucratic. 10.19.4) Autocratic. 10.19.5) Democratic. 14
10.20) Theories, leadership focuses 10.20.1) Theory of big man 10.20.2) Theory of the features 10.20.3) Situational focus Functional focus. 10.20.4) Theory of Paul Heresy s situational leadership 10.21) Commandment/direction of work teams 10.22) Application of groups motivation and direction 10.22.1) Meeting steps. 10.22.2) Types of meetings 10.22.3) Techniques of group motivation and direction 10.22.4) Typology of participants. 10.22.5) Preparation of the meeting 10.22.6) Development of the meeting 10.22.7) Problems in the meetings 10.23) Motivation in the work place. 10.23.1) Definition of motivation. 10.23.2) Main theories of motivation: Mc Gregor. Maslow. Stogdell. Herzberg. Me Clelland. Equity Theory 10.23.3) Diagnostic of motivational factors: Achievement motive. «Locus control». 15
11).- BASIC PUBLIC RELATIONS 11.1) Corporative communication 11.1.1) Organization and Public Relations field 11.1.2) Organizations 11.1.3) Communication and the organization 11.1.4) Formal e informal communication 11.2) Introduction to the RR.PP 11.2.1) Public Relations: its origins 11.2.2) PP.RR. : History goes on. 11.2.3) Definitions of. PP. RR 11.2.4) Public Relations in our country 11.2.5) Differences similitude between advertising and. PP.RR 11.2.6) Functions of PP.RR. 11.3) Types of publics 11.3.1) Publics: general aspects. 11.3.2) Publics: definition. 11.3.3) Publics: provider. 11.3.4) Publics: distribution. 11.3.5) Publics: client. 11.3.6) Publics: government. 11.3.7) Publics: shareholder. 12).- TRAINING IN THE WORK PLACE 16
STUDY PROGRAM TO BE COMMERCIAL REPRESENTATIVE THEORY PRACT. 1).- INTRODUCTION TO THE TOURISM 10 1.1) Tourism history 1.2) Concept and definitions 1.3) Organization of the companies of the sector 1.4) Generalities 2).- DEPARTAMENTS OF A LEISURE PORT 60 2.1) Management 2.2) Exploitation 2.3) Administration and Accounting 2.4) Reception 2.5) Commercial 2.6) Sportive Area 2.7) Crew 2.8) Maintenance 2.9) Technical Area 3).- RESERVATION DEPARTMENT 60 3.1) Definition and functions 3.2) Overbooking 3.3) Diagram of a port reservation 3.4) Reservation book 3.5) Arrivals registration 3.6) Planning or occupation list 3.7) Reservation book 3.8) Listing of planned arrivals 3.9) Planning 3.10) Interdepartmental Relations 4).- DEPARTAMENT OF ACCOUNTING REPORTS 30 4.1) Definition and functions 4.2) Invoicing accounts 4.3) Invoicing systems 4.4) Forms of the Department of Accounting Reports 4.5) Interdepartmental Relations 17
STUDY PROGRAM TO BE COMMERCIAL REPRESENTATIVE THEORY PRACT. 5).- COMMUNICATION 60 5.1) Communication corporative image 5.2) Golden Rule of Communication 5.3) Communication channels: Mailing 5.4) Communication channels: Phone 5.5) Communication channels: Visits 5.6) Written communication. Acknowledgment of receipt 5.7) Different kinds of media 5.8) Phone communication 5.9) Nonverbal communication: gestures 5.10) Attitude and empathy 6).- BASIC PHONE SERVICE 60 6.1) Use of the phone in the company 6.2) Knowledge of the phone features 6.3) General rules of phone assistance 6.4) Attitude in the phone 6.5) Qualities of the phone operator, effectiveness and agility. 6.6) The phone reception and its phases 6.7) Use of correct expressions 6.8) Management of the calls 6.9) Silence and pauses. Active listening 7).- SALES OPERATIONS 160 7.1) Basic aspects of the sale 7.2) Maslow theory 7.3) Salesman 7.4) Relations with clients 7.5) Communication. 7.6) Sales techniques 7.7) 7.7) Techniques to refute objections 7.8) Close the deal 18
STUDY PROGRAM TO BE COMMERCIAL REPRESENTATIVE THEORY PRACT. 7.9) Development of the buy and sale contract 7.10) Presentation and demonstration of a product and/or service 7.11) Sales organization 8).- QUALITY OF THE SERVICE AND CUSTOMER ATTENTION 30 8.1) Treatment to the client 8.2) Types of clients 8.3) Attention to claims and complaints 8.4) Complaints book 9).- VISITS ATTENTION 60 9.1) Visits reception. Meetings and appointments 9.2) Listen and talk 9.3) Details to have into account attending visits 9.4) Visits selection 9.5) What to do if the boss is late 9.6) How to treat unexpected visits 9.7) How to treat personal visits 9.8) How to treat visits from the same company 9.9) Several forms of reception 9.10) Protocol in the reception of visits 10).- RELATIONS IN THE WORK PLACE 65 10.1) Communication in the company 10.2) Kinds of communication: 10.3) Steps of a communication process 10.4) Communication nets, channels and means 10.5) Difficulties/barriers in the communication: 10.6) Resources to " manipulate the perception data 10.7) Communication as behaviour generator 10.8) Communication as growth source. 10.9) Information control. Information as a function of direction 19
STUDY PROGRAM TO BE COMMERCIAL REPRESENTATIVE 10.10) Negotiation: 10.11) Solution of problems and taking decisions. 10.12) Resolution of conflictive situations as consequence of the relations in the work place 10.13) Process to solve problems: 10.14) Factors that influence in a decision 10.15) Most usual methods to take decision in group THEORY PRACT. 10.16) Steps in taking decisions 10.17) Command styles. 10.18) Direction and/or leadership: 10.19) Direction styles: 10.20) Theories, leadership focuses 10.21) Commandment/direction of work teams 10.22) Application of groups motivation and direction 10.23) Motivation in the work place. 11).- BASIC PUBLIC RELATIONS 30 11.1) Corporative communication 11.2) Introduction to the RR.PP 11.3) Types of publics 12).- TRAINING IN THE WORK PLACE 275 SUMM HOURS: 625 275 TOTAL HOURS: 900 20