[Hiring] Charter Concierge @Paradise Yacht Management

Role Description

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

• 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
  • Attend and contribute to weekly team meetings and any monthly trainings or seasonal boat shows, as needed.
  • Communicate clearly and professionally with team members and management.
  • Offer constructive feedback and ideas to improve workflows, tools, and systems.
• Process & Calendar Management
  • Use a calendar to stay on top of deadlines, meetings, and follow-ups.
  • Use CRM tasks and personal organization to keep up with guest due date interactions
  • Conduct independent research on local knowledge, itineraries, and client questions before escalating issues to management.
  • Actively participate in developing and refining sales strategies and marketing efforts.
• Industry Engagement
  • Keep a pulse on industry trends by following competitive websites, newsletters, and groups such as BVI Crew Charter Chat.
  • Provide insights and new marketing ideas based on industry movements and guest preferences.
  • Continually assess and benchmark all programs and practices to comparable companies, industries and markets.

Qualifications

• 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.
• Managing 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.