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.
