Concierge

Banff Hospitality Collective; Town of Charleston (NY); On-site; USD 55,000 - 85,000; Full time

Job summary

The Charleston Place, a Banff Hospitality Collective property in Charleston, seeks a Concierge to deliver world-class guest service and craft tailored Lowcountry itineraries. You will liaise with guests, arrange dining, yachting, and bespoke experiences, and build strong local partnerships.

You will engage guests through events, manage itineraries, and collaborate with hotel departments to ensure a seamless, refined stay. Enthusiasm for hospitality and discretion are essential.

Qualifications

• Experience in a luxury hotel environment or concierge/guest relations.
• Outstanding communication skills in English; other languages a plus.
• Strong organization, multitasking, and attention to detail.
• Professional, upbeat demeanor with a customer-focused attitude.

Responsibilities

• Warmly welcome guests with attentive, personalized service.
• Communicate with guests via in-person, email, text, and phone.
• Recommend local attractions and experiences; build partnerships with local providers.
• Meet guests at hotel events and common areas to connect with them.
• Coordinate requests for dining, transport, spa, golf, excursions, and VIP arrangements.
• Maintain relationships with city partners—restaurants, tour providers, events.
• Assist with special occasions and ensure flawless guest experiences.
• Handle issues discreetly and resolve promptly to uphold service standards.
• Maintain records of guest preferences and services delivered.
• Collaborate across departments to ensure a seamless, luxurious experience.
• Stay informed about Charleston's hospitality scene and trends.
• Uphold proper grooming and etiquette; attend planning meetings.
• Track guest itineraries in the Concierge platform (Alliants).

Skills

Luxury hotel experience

Excellent communication

Organizational skills

Customer-focused

Discretion

Tools

Alliants

Hospitality software

Job description

As a Concierge at The Charleston Place, you will embody the warmth of Southern hospitality while delivering world-class guest service. You will be the key liaison between our guests and the best Charleston has to offer—ensuring each stay is memorable, refined, and tailored to individual needs. From arranging yachting experiences on the waterway to securing sought-after dining reservations, you will craft authentic Lowcountry itineraries with precision and care. Along the way, this role is encouraged to build relationships with our guests as well as local partners, oftentimes meeting with them in outlets and around the city of Charleston. This role is also responsible for attending internal planning meetings and communicating individual guest itineraries and details, taking a proactive role to guest engagement.

DUTIES & RESPONSIBILITIES:

• Extend a warm Southern welcome to guests, offering gracious, attentive, and personalized service at all times.

• Provide professional and timely communication with guests via face-to-face interactions as well as through email, text, and phone.

• Serve as a knowledgeable ambassador for Charleston, offering expert recommendations on historic sites, art galleries, plantation tours, culinary hotspots, festivals, and hidden gems.

• Take a proactive approach to getting to know guests by visiting events and areas of the hotel and introducing yourself.

• Coordinate guest requests including dining, transportation, spa treatments, golf tee times, yachting excursions, and bespoke local excursions.

• Understand who our top partners are within the city and maintain strong partnerships with those restaurants, tour providers, and event organizers.

• Assist with special occasions such as anniversaries, proposals, and VIP celebrations—ensuring every detail exceeds expectations.

• Handle guest issues with discretion, professionalism, and prompt resolution, maintaining the hotel’s standard of excellence.

• Maintain accurate records of guest details, preferences, requests, and services delivered.

• Collaborate with all departments to ensure a seamless and luxurious guest experience.

• Stay informed about seasonal events, culinary trends, and developments in Charleston’s hospitality scene.

• Uphold the hotel’s image and reputation through immaculate grooming, etiquette, and service excellence.

• Attend internal meetings and meet with key stakeholders to discuss guest itineraries.

• Track pending, completed, and canceled activities and itineraries within the Concierge platform (Alliants).

REQUIRED STRENGTHS, SKILLS, & EXPERIENCE:

• Proven experience in a luxury hotel environment, ideally in a similar concierge or guest relations role.

• Excellent interpersonal and communication skills in English; knowledge of additional languages is a plus.

• Strong organizational skills, multitasking abilities, and attention to detail.

• Maintains a professional, upbeat, and enthusiastic disposition during interactions with guests

• In-depth knowledge of local and regional attractions, events, and services.

• Familiarity with hospitality software systems.

• Professional appearance and demeanor, with a strong customer-focused attitude.

• Passion or involvement in hospitality or concierge associations preferred

• Passion for delivering memorable guest experiences with creativity and enthusiasm.

• Discretion and diplomacy in handling sensitive guest information and requests.

• Available to work varied shifts, including nights, weekends, and holidays

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Must be able to lift equipment, supplies, etc. of at least 30 pounds.

• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.

• The role may require extended periods of time on your feet, especially during peak hotel hours or events.

• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

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BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.