Charter Concierge

Job Description This is a remote position. POSITION: The Charter Concierge plays a vital guest-facing and behind-the-scenes role in ensuring a smooth, enjoyable, and luxurious experience for our charter clients. This position supports the Sales Representatives, General Sales Manager, and Director of Marketing & Sales, and reports directly to the General Sales Manager. The Charter Concierge steps in after a charter is booked, acting as a travel advisor, guest liaison, and logistics coordinator—the go-to person for pre-trip planning, and guest & crew communication. RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO: Guest Services & Concierge Support ○ Serve as the main point of contact for guests after booking hand-off from Sales Reps ○ Answer questions and provide planning assistance related to: ▪ Hotels, flights, taxis, itinerary suggestions ▪ Water toys, yacht amenities, and land tours ○ Confirm scheduled pre-charter emails at 8, 6, 3, and 1 week before departure ○ Collect and organize preference sheets and waivers; ensure timely submission to crew ○ Review preference sheets and flag concerns to Sales Rep and Crew (e.g., dietary restrictions, excessive alcohol, allergies, unrealistic requests) ○ Send introductory email connecting the guest with their crew ○ Perform check-ins with the crew: ▪ Day before charter ▪ Day 2 of charter ▪ End of Charter ○ Monitor and report charter issues (mechanical, crew, or guest-related) to Sales Rep and General Sales Manager Team Collaboration o Attend and contribute to weekly team meetings and any monthly trainings or seasonal boat shows, as needed. o Communicate clearly and professionally with team members and management. o Offer constructive feedback and ideas to improve workflows, tools, and systems. Process & Calendar Management o Use a calendar to stay on top of deadlines, meetings, and follow-ups. o Use CRM tasks and personal organization to keep up with guest due date interactions o Conduct independent research on local knowledge, itineraries, and client questions before escalating issues to management. o Actively participate in developing and refining sales strategies and marketing efforts. Industry Engagement o Keep a pulse on industry trends by following competitive websites, newsletters, and groups such as BVI Crew Charter Chat. o Provide insights and new marketing ideas based on industry movements and guest preferences. o Continually assess and benchmark all programs and practices to comparable companies, industries and markets. Requirements ▪ Live our core values: Honor, Integrity, Seek Knowledge, and Have Fun. ▪ 2+ years of hospitality or the luxury travel sector is preferred. ▪ Familiarity with the Virgin Islands is preferred. ▪ Understands own behavioral style and how to adapt selling style to others’ behaviors. ▪ Strong analytical, organizational, and problem-solving abilities. ▪ Exceptional communicator with warm, professional customer service skills ▪ Detail-oriented and proactive with strong organizational habits ▪ M anaging logistics and timelines independently ▪ Working knowledge of yacht operations, maintenance, or marine logistics preferred. ▪ Comfortable in a fast-paced, dynamic environment. ▪ Proficiency with computer skills such as, but not limited to Gmail, Zoho's CRM and related apps: Zoho Voice's Z-Dialer, Zoho Sales IQ, Microsoft Office, Word, Excel, ManyChat, WhatsApp. ▪ US Work Authorization required. Benefits Be part of a passionate, fun, and supportive team Hybrid work-life balance with flexibility during slower seasons Opportunity to work closely with the luxury yacht charter industry