CLUB CONCIERGE SERVICE MANAGER

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Palmetto Bluff is nestled along the May River in the Lowcountry of South Carolina between Hilton Head Island and Savannah. As an award winning 20,000 acre development, the development encompasses a private member’s only club which includes a marina, restaurants, an equestrian center, a shooting club, a Jack Nicklaus Signature Golf Course, a lawn and racquet club, and more. In addition, Palmetto Bluff has an extensive nature preserve, walking trails, retail shopping, and a vibrant village, all which pay homage to the region’s rich heritage.

Job Summary:

The Concierge Services Manager will manage the Club Concierge team as well as coordinate, maintain and handle the homes owned by the managing partners which will include coordination of itineraries for ownership, VIP guests, and real estate Discovery guests. Will also refine the concierge reservation systems and work to create an enhanced membership experience through unparalleled member service. Will strive to create a strong team dynamic and organized communication strategy within the group.

Essential Job Functions:
Job duties include, although are not limited to:

  • Create concierge schedules and staffing plans.
  • Coordinate itineraries for VIP guests and managing partners.
  • Maintain reservations for the homes of managing partners for incoming guests, VIP arrivals and real estate experience guests.
  • Assign concierge team tasks and refine processes for time management.
  • Manage engineering requests, home stocking, preference database and all maintenance items in homes of managing partners.
  • Assist with creation of enhanced member services including grocery delivery, transportation and other relevant offerings.
  • Populate and maintain the member preference and interest database and establish property-wide communication for elevated experience.
  • Assist with card printing processes.
  • Execute member and guest amenity access processes and systems.
  • Make, confirm, and follow-up on all reservations to include but not limited to tee times, dining, marina, shooting club, stables, tennis, recreation, children’s activities, holiday activities, fitness, PB Conservancy, and member events, then follow up during peak event.
  • Answer calls and inquiries in a professional and courteous manner documenting the caller’s request.
  • Take messages or utilize voice mail using telephone or telephone switchboards.
  • Welcome and greet visitors to the membership office.
  • Assist with the distribution of member and guest access cards.
  • Assist with processing of arrival packets for outside third rental guests.
  • Retrieve reservation requests through email.
  • Interface with all staff to assist with reservations and questions.
  • Ability to listen and respond to member complaints or criticism in a professional and courteous manner documenting the member’s feedback
  • Confirm reservations through a standard series of email communication or printed itinerary.
  • Maintain records, reports, and files for all members and member guests.
  • Confirm same-day reservations with outlets as required.
  • Confirm space event reservations with members as required.
  • Maintain updated information on all outlets including pools, fitness classes, golf course, tennis court, shooting club, marina, equestrian center and restaurants due to maintenance, weather, scheduled outings, tournaments, etc.
  • Assist with registration and coordination at Member Events.
  • Be aware of local events and activities and have the ability to provide accurate descriptions of local restaurants and courses.
  • Review member website & master calendar daily, updating when needed.
  • Communicate general information regarding POA and Member activities.
  • Basic knowledge of member benefits and ability to discuss.
  • Knowledge of Member amenities (current and upcoming) as well as guest amenities and ability to discuss
  • General knowledge of property layout
  • Keep detailed records of member information to share with the membership. coordinator or assist with updates in Northstar as needed.
  • Performs other related duties as required.

Qualifications:

  • At least 3 years of hospitality experience required.
  • Bachelors degree preferred.
  • Prior experience with reservations or call center operations preferred.
  • Must be able to work flexible hours (weekends, holidays, evenings, and early mornings based on work and club needs).
  • Golf knowledge is beneficial.
  • Property management experience is beneficial.
  • Proficient in Microsoft Word, Excel, and aptitude to learn all website & software programs used.
  • Must possess customer service skills of diplomacy and tact while dealing with Members and Guests.
  • Strong organizational skills and must be detail oriented.
  • Must have excellent verbal & written communication skills.
  • Must be able to make good judgment calls in regards to sales and member requests.
  • Must be able to accomplish tasks in a timely manner and handle constant interruptions.
  • Pleasant speaking voice and ability to positively and enthusiastically project personality through telephone conversations.
  • Ability to handle multiple calls while maintaining a calm demeanor.
  • Ability to create internal and external correspondence.
  • Ability to enter and maintain accurate data entries.
  • Ability to use a camera and/or iPhone camera.

Physical Demands:

  • Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing.
  • Have frequent need to perform standing and walking activities related to inspecting property.
  • Constant need to perform the following physical activities: grasping, turning, finger dexterity.
  • Job requires sitting at desk (85%) / Job requires standing and greeting (15%)

Email your resume to Lesley Patterson at Palmetto Bluff.

Palmetto Bluff is proud to be an EEO Employer and participates in E-Verify.