Concierge and Planning Manager

Position: Concierge and Planning Manager

Who We Are

Stay Charlottesville Management Group is a leader in boutique hospitality in the Charlottesville, Albemarle, and Nelson County areas. SCMG is expanding quickly each year within each associated business and beyond into other related hospitality fields. Our current businesses are Stay Charlottesville vacation homes, Rockfish Ranch, Old Metropolitan Hall, Monticello Wine Tour & Coach Co, amongst management of smaller boutique hotels. We are looking for individuals with great enthusiasm, work ethic, sales & hospitality experience, and desire to please in customer service. As a small business, we are very team-oriented and seek to assist our cohorts in order to maximize our resources and facilitate the best possible guest and client experience. 

Curated |Trust | Local

Here’s what a member of our team has to say about working with us:

“Working for Stay is rewarding and fun. It is a highly collaborative environment where we all enjoy what we are doing and love the challenges and coming up with solutions. Having access to what guests dream about makes the work that much more special.”

Robert Reed - Operations Manager

What makes you tick:

The work involves driving toward results by enrolling the commitment and buy-in of others. While the job requires strong initiative and self-direction, results are only achieved with and through people. A sincere appreciation for people and how they are each uniquely motivated is the foundation for designing and implementing interactive communication and decision-making processes. Knowledge and skill in how to successfully influence and persuade others by understanding how their individual needs and motivations link to goals is essential.  The job has a variety of tasks and is dynamic and changing. Because goals and desired results can quickly change, the job requires regularly meeting and pro-actively establishing relationships with new groups. 

The amazing things you will do:

The Concierge and Planning Manager has responsibility for various events, including wedding and corporate groups, community events, and the building and/or curation of leisure programs. Lead the effort to build and oversee all aspects of concierge services, including building partnerships, policies & procedures, sales, collecting payments, planning, and execution of events, upholding positive client relationships, along with overseeing and managing the concierge team.

• Answer incoming and create outgoing telephone calls and email inquiries in accordance with Stay Charlottesville Management Guidelines
• Convey enthusiasm to customers and have a genuine desire to be of service
• Proactively recommend experiences or add-ons that will enhance the customer’s vacation experience – know how to best serve the customer
• Build itineraries for Monticello Wine Tour and make sure appropriate staff is scheduled. 
• Create and send Introduction Email, Guest Arrival Form, and final documentation to confirmed clients
• Gather and document all arrival and departure information from each Stay Charlottesville client and relay this information to the supplier
• Document and confirm any client requests related to their booking including but not limited to: Car rentals, grocery pre-stocking, chef requests, ground transportation, horseback riding, fly fishing, helicopter tours, etc…
• Work with suppliers to confirm availability of additional services and invoice the customer if services must be pre-paid
• Ensure comprehensive and accurate collection of all appropriate customer information, input additional services using the Company invoicing system, and send invoices and documents to the customer
• Provide documentation to Accounting and load additional service lines into the booking system when these services are added to a previously confirmed booking
• Follow-up on past due client arrival information
• Make amendments to existing bookings in accordance with Company guidelines

Key Traits That Will Make You A Success In This Position

• Must have a minimum of 3-5 years travel sales/concierge/wedding planning industry experience and knowledge of luxury vacation destinations
• Experience in Luxury Travel preferred
• The ability to build strong customer and supplier relationships is vital
• Deep knowledge of Charlottesville and surrounding areas 
• Strong written and verbal communication skills and a personable phone presence are essential
• Must be highly organized and proficient with Microsoft Office software
• Available to work full time 40 hours a week; Hours of operations: Monday-Friday 9 am-8 pm EDT and Saturday 9 am-6 pm EDT

Benefits & Compensation

• Paid time off for mental health and sick days because we all need those
• 401 k matched by us because your retirement matters too
• Health Insurance
• Dental Insurance
• Company-paid cellphone

Annual Salary: 45k-60k w/ commission creating no ceiling in earning