Director of Concierge - Homesteads Caretaker Program

Duties and Responsibilities:

• Envision, develop, and execute world-class programming for The Homesteads property owners.
• Perform any, and all, tasks involved in The Homesteads concierge program.
• Lead, mentor, train, and develop the concierge team to provide consistent world class service for all owners, visiting family members, and guests of The Homesteads.
• Proactively communicate with The Homesteads owners on a regular basis to educate them on upcoming events on property.
• Build confidence, rapport, and positive relationships with The Homesteads owners through frequent communication, providing community updates, and providing a “white glove” experience.
• Make and confirm all reservations including tee times, dining, pontoons, shuttle, lodging, tennis, recreation, fitness, member events, etc. for The Homesteads owners.
• Answer and accurately document all calls and requests pertaining to The Homesteads owners in a professional and courteous manner.
• Create and maintain owner profiles in Seven Rooms, Pacesetter, Whistle, Frontsteps Dwelling, and V1 platforms.
• Continue to enhance the reservation systems / process for the concierge team to ensure seamless organization, tracking, execution, and follow-up of all owner requests.
• Serve as The Homesteads concierge team’s primary contact for the Reynolds Lake Oconee Properties team.
• Coordinate the arrangement and delivery of requested cottage amenities before owner arrivals, ensuring a comfortable stay.
• Maintain and accurately track sales incentive nights, owner requests, and concierge team metrics.
• Track and acknowledge birthdays, graduations, anniversaries, and other milestone moments of owners and their families, maintaining personalized relationships.
• Accurately document dietary restrictions and preferences in owner profiles and manage updates accordingly.
• Update and maintain an informative "cheat sheet" for owners, ensuring relevant internal departments are informed about new owners, their families, and preferences.
• Monitor and oversee gate access at Hatchers Run and The Homesteads, ensuring security and smooth operations including regularly updating contractor codes on a quarterly basis.
• Facilitating Waste Management trash pickup is scheduled once the owners have secured their CO.
• In partnership with culinary and events, plan and organize “First Dinner” events for new homeowners once they have secured their CO.
• Partner with local businesses to further expand the concierge program when necessary.
• Lead The Homesteads Social Committee in quarterly committee meetings to identify programing for the community and champion participation from The Homesteads families
• Oversee the Gathering House facility and operation including, but not limited to:
  • Ensure scheduled landscaping, pest control, pressure washing, and cleaning for the Gathering House amenity, maintaining its upkeep.
  • Manage the bookings of the Gathering House when members want to host an event, facilitating smooth event planning and execution.
  • Monitor Beverage Locker inventory, ensuring availability and restocking as needed.
  • Plan and organize owner meetings and private parties, facilitating productive gatherings.
• Partner with Ritz Carlton reservation staff to book and confirm reservations for The Homesteads property owners and their extended family members and generational family members.
• Oversee The Homesteads land and boat shuttle program utilizing both RLO resources and third-party resources as needed.
• Foster positive relationships and rapport with other department heads across Reynolds Lake Oconee and the Ritz Carlton Reynolds, Lake Oconee.
• Promote an environment of teamwork and collaboration while upholding all Company Service Standards and Policies.
• Build trust and mutual respect among co-workers, property owners, guests, shareholders, partners, and suppliers; passionately pursue exceptional quality in all aspects of our business.
• Demonstrate an unerring commitment to co-workers and property owner and the responsible stewardship of the environment.
• Communication of all pertinent information to the concierge team including policies, procedures, guidelines, performance reviews and other human resources processes.
• Submit POs and invoices to Accounting in a timely manner. Assist in annual budget and reviewing monthly P&Ls.
• Perform other duties as directed by Management.

 

Safety Responsibilities and Requirements:

• Actively demonstrates, encourages, trains and models safety rules and guidelines in accordance with company, OSHA, EPA, DNR and other state and federal law requirements.
• Demonstrates and documents safety training and orientation for all employees.  Investigates loss producing incidents and reviews prevention recommendations with all employees.
• Takes personal responsibility for safety every day.

 

Qualifications/Requirements/Experience/Education:

• Associates or bachelor’s degree in related field or equivalent work experience in the hospitality field.
• Minimum of 5 years of experience in hospitality management, private club or luxury concierge experience preferred.
• Prior experience with event planning or concierge services is preferred.
• Golf knowledge is preferred.
• Proficient in Microsoft Word, Excel, and aptitude to learn all software programs used.
• Excellent problem-solving, communication, organizational, and administrative skills.
• Exceptional people skills; must be a great conversationalist and possess skills of diplomacy and tact while serving property owners.
• Pleasant speaking voice and ability to project personality through telephone conversations.
• Valid driver’s license with good driving record
• Service orientation; must possess a passion to serve others and desire to create meaningful connections and relationships with The Homesteads owners, families, and visiting guests.

 

Skills and Competencies:

• Leadership: Ability to lead, train, and manage a concierge team that provides services to the highest standards and quality.
• Technical Knowledge: Expertise in event planning, Microsoft Office suite, company systems and procedures.
• Problem-Solving: Quick decision-making skills when facing service challenges.
• Communication: Strong written and verbal communication skills to collaborate with the team and communicate with Homestead members, management, service providers and the Ritz Carlton, Reynolds Lake Oconee.
• Attention to Detail and Organization: Focused on ensuring every detail of the Homesteader program and deliver a top-quality member experience.
• Budgeting and Forecasting: Skilled in managing budgets, tracking expenditures, and planning for future program improvements.

 

Work Environment:

This role requires working indoors and outdoors in all types of weather conditions. The Director may need to work early mornings, weekends, and holidays, particularly during peak season.

Physical Requirements:

• Ability to lift, push, or pull heavy objects (up to 50 lbs.).
• Regularly required to walk, stand, kneel, and bend.
• Capability to work in varying weather conditions, including heat, cold, and inclement weather.