The Charter Operations Manager is the principal support operator for Marquis Charters' day-to-day lead handling, charter administration, crew administration and general business flow.
Role starts with core/baseline administrative flows expanding to added scope based on demonstrated success.
Primary Responsibility Buckets
1) Front Desk and Business-Hours Communications
• Answer the company phone during business hours Monday through Friday
• Serve as the first human point of contact for routine inbound inquiries
• Monitor and respond across inbound channels including phone, website forms, email, and messaging sources (DMs, WhatsApp, SMS, etc)
• Review each morning all after-hours and weekend messages and call inquiries captured by Posh
• Pull Posh-captured leads into the active lead management flow
• Ensure no legitimate lead or client request is lost, delayed, or left floating
2) Standing Administrative and Executive Support
• Maintain general administrative order across the business
• Triage assigned company inboxes, messages, reminders, and open loops
• Track tasks, deadlines, follow-ups, and outstanding items
• Organize files, documents, templates, and operational records
• Follow up clients, vendors, crew, vessel contacts, and service providers on routine matters
• Manage invoicing, payment and general administrative follow-up
• Reduce the miscellaneous administrative load that would otherwise consume Owner's time
3) Systems, CRM, and Workflow Hygiene
• Maintain accurate, current, and usable information across the company's operating stack, including Wix, Google Workspace, Zapier, Wix Automations, Wix Pipelines, Wix Contacts, Wix Forms, Posh, Square, Stripe, PayPal, Quickbooks and DocuSign.
• Keep records current and clean
• Ensure inquiries, contacts, and opportunities are properly entered and updated
• Maintain workflow consistency
• Reduce duplication, missed follow-up, and data disorder
• Support simple automations and reliable handoff between systems
4) Lead Funnel Management and Appointment Setting
Lead Intake and Qualification
• Review, contact and triage new inquiries instantly (during business hours)
• Capture source, basic fit, and relevant details
• Distinguish viable prospects from low-value or poor-fit inquiries
• Ensure proper logging and routing of each lead
Appointment Setting
• Schedule consultation calls and google meets for Owner with prospects
• Maintain response cadence and follow-up rhythm
• Re-engage warm or aging leads where appropriate
• Keep prospects moving toward a clear next step
Proposal and Quote Coordination
• Prepare and send proposals and quotations based on Owner’s inputs
• Use, create and continuously improve our proposal/quote templates for ease and success
• Track quote and proposal delivery and follow-up sequence
• Help Owner drive the opportunity toward decision
Contracting Support
• Support paperwork, signatures, deposits, and administrative closeout once Owner has made the sale
• Ensure the file is complete and ready to transfer into booked-charter execution
5) Book-to-Board Charter Operations
Client Onboarding and Detail Capture
• Gather guest counts, itinerary details, timing, dietary needs, preferences, special requests, transportation details, and related client inputs
• Ensure all necessary information is collected accurately and on time
Coordination and Readiness
• Coordinate with crew, vendors, vessel contacts, and internal stakeholders
• Support guest logistics and planning details
• Send reminders, confirmations, and prep materials
• Keep charter files current and operationally usable
• Help ensure the voyage is organized well before boarding day
Client-Facing Support Positioning
• Communicate with clients in a polished and service-oriented manner
• Always reinforce that Owner remains the primary relationship owner
• Provide support, follow-through, and organization without making the client feel passed off
6) Voyage Run Sheets, Cost Tracking, and Bookkeeping Handoff
Voyage Run Sheet Ownership
• Maintain a run sheet for each voyage including charter date and key logistics, client and guest operational notes, vessel assignment and core voyage details, crew assignments and rates, vendor assignments and rates, budgets and projected costs, actual costs and committed expenses, fees, timing, logistical dependencies, and key operational milestones and readiness notes
Financial Admin Support
• Organize voyage financial information in a clean, consistent structure
• Help build and maintain a tool or process that allows charter data to be entered efficiently into QuickBooks by a separate bookkeeper
• Improve clarity and accuracy of source data before bookkeeping handoff
7) Vessel Operations Administration
Vessel Scheduling and Availability Support
• Maintain current awareness of vessel availability, holds, and prospective scheduling
• Coordinate communications related to vessel schedules and tentative bookings
• Help keep vessel availability information current and usable for charter planning
• Support clean communication flow with vessel owners or vessel representatives regarding scheduling logistics
Vessel Charter Readiness Templates
• Create and maintain a standard provisioning checklist template for each vessel used by Marquis Charters
• Ensure each vessel has a practical vessel-specific baseline provisioning framework that can be used repeatedly for future charters
• Maintain operational notes and reference materials that improve repeatability and readiness by vessel
Vessel Broker / Agent Contract Administration
• Track and administer broker, agent, or vessel-related contract paperwork as needed
• Maintain files, renewal awareness, and document organization
• Support completion and follow-through of lightweight but important vessel-side administrative obligations
8) Crew Operations Administration
• Maintain crew files and documents of record
• Track licenses, credentials, contracts, due dates, renewal dates, and expirations
• Support onboarding of new crew members
• Track expiring crew contracts and renewal timing
• Support crew scheduling administration
• Support trip bid administration and staffing coordination
• Help maintain crew readiness and compliance visibility across upcoming operations
9) KPI Dashboard and Reporting
• Create and maintain a Charter Dashboard of upcoming, yet to be fulfilled charters include date holds for charters for which a contract has been issued but not signed.
• Create and maintain a monthly KPI dashboard across leads, bookings, voyages, crew compliance, and financial metrics
• Track response times, lead progression, appointment-setting flow, proposals, contract conversion, charter status, crew document compliance status, and key revenue and cost indicators
• Surface open risks, overdue items, bottlenecks, and slippage points
• Prepare concise management reporting for owner review
10) Content and Social Media Operations
• This role does not own brand voice or high-level creative strategy, but does own operating cadence and content flow.
• Manage the cadence of outbound social content across channels through Blaze.ai
• Curate incoming raw content and organize it for use
• Prepare and maintain the Blaze content repository
• Manage week-to-week Blaze content focus so the content engine remains active and organized
• Help ensure content is consistently being developed, scheduled, and pushed out
• Support orderly handoff between raw media, content planning, and outbound production
11) Tech Contractor Coordination and Systems Development Support
• Work with Owner to codify desired system functionality, workflow goals, and practical operating requirements
• Help translate business needs into clear project scope for outside tech contractors
• Source appropriate contractors for integration, automation, or systems-development work
• Coordinate with and manage contractors performing approved projects
• Track deliverables, timelines, and completion against specification
• Help ensure that implemented tools or integrations align with actual business process needs
• Serve as the administrative and project-management bridge between Owner and technical contractors
