Description
COMPANY OVERVIEW:
We proudly represent a curated portfolio of the most exclusive luxury vacation rental homes and condominiums in Charleston and Palmetto Bluff, South Carolina. Each private residence is thoughtfully appointed with high-end amenities—from Sonos sound systems to stunning private pools—designed to elevate your stay.
Our commitment to excellence extends beyond the homes themselves. Guests enjoy unparalleled service from our dedicated concierge and hospitality teams, ensuring a seamless and personalized experience from arrival to departure.
Every property is meticulously maintained and impeccably prepared to meet the highest standards of comfort and sophistication. While we offer exceptional accommodations, our true specialty lies in creating once-in-a-lifetime experiences tailored to your unique lifestyle.
Our collection spans the finest coastal destinations in the region, including Isle of Palms, Kiawah Island, Folly Beach, Historic Charleston, and Palmetto Bluff.
POSITION SUMMARY:
The Guest Relations Associate & Concierge is responsible for managing daily guest communications, booking processes, and ensuring a seamless check-in and check-out experience. This role serves as the primary point of contact for guest inquiries, special requests, and service recovery, while also overseeing concierge inventory, guest experiences, and listing site management (e.g., Airbnb, VRBO). The Guest Relations Associate & Concierge ensures compliance with company policies and local regulations, responds to guest reviews, and supports the development of new service offerings. Weekend availability, occasional night shifts, and local travel using a personal vehicle are required.
RESPONSIBILITIES:
- Oversee all inquiries, booking requests and direct customer contact daily. Ensure all contracts are signed, payment card is updated and any money due is collected.
- Assist guests with all check-in and check-out procedures, answering any questions guests may have.
- Resolving problems arising from guest complaints, reservations, cancellations, and unusual requests and inquiries quickly and efficiently. Escalate to Vice President of Guest Relations when necessary.
- Manage and ensure proper inventory of concierge items, baby items, guest/owner welcome gifts, guest experience packages etc.
- Ensure guests are treated courteously before, during, and after checking out, and that guests' requests for special services are carried out in a timely manner.
- Implementing concierge service protocol and being fully aware and in compliance with all LSR policies and procedures. As well as County/City STR policies and procedures.
- Manage all guest reviews and respond accordingly within guidelines of the Review Management Policy.
- Assist in the development and deployment of guest concierge offerings and experiences. Identify new business and growth opportunities.
- Manage listing site like VRBO and Airbnb daily. Monitor LiveChat.
- Work with fellow guest relation team members to ensure all property information is accurate in Streamline, Breezeway, and all channel partner sites.
- Nights only as peak times or emergencies require.
- Rotating Weekends.
- Use of personal vehicle will be required to travel to and from rental houses.
QUALIFICATIONS:
- Proven experience in a customer-facing role is required (preferably in the hospitality or vacation rental industry)
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and attention to detail
- Ability to work well under pressure and maintain a professional demeanor
- Proficiency in using booking and property management software
- Flexibility to work weekends, holidays, and occasional nights as needed
- Valid driver's license and reliable transportation
COMPENSATION & BENEFITS:
Annual Salary: $40,000 - $45,000
Bonus:
Annual bonus is subject to company and personal performance.
Benefits:
- Paid time off such as PTO, sick days, and vacation days
Schedule:
- Full-Time
- Weekend Availability Required (Rotating Schedule)
- Holiday Availability Required (Rotating Schedule)
Location: Bluffton, SC