Equity Estates
Director of Member Services
Atlanta, GA
Job Description
Who We Are: Equity Estates is a luxury residence fund that owns vacation homes around the world for the private use and financial gain of its members. We currently have properties in major cities and resort destinations, including New York City; Los Cabos, Mexico; Turks and Caicos; Florence, Italy; Hilton Head, SC; Telluride, CO and Deer Valley, UT. The first fund will ultimately have over 40 luxury, multi-million dollar homes. Our investors enjoy five star concierge services when they travel to these homes with family and friends, and have the added benefit of appreciation of their membership interests over time as the fund grows—ultimately sharing in the profits upon sale of all the residences.
Our Culture: Equity Estates fosters a creative and energetic work environment where people look forward to coming to work everyday to have fun while making improvements to quality, growth and efficiency. We value passionate people who love to be challenged and desire the freedom to contribute to the overall success of our company as we build best practices working together as a team. We are smart, aggressive, ambitious, hard-working, and operate with the highest level of integrity.
Job Title: Director of Member Services
Job Description: This role will be responsible for creating outstanding vacation experiences for our owner members. Best practices must be created to deliver five star concierge support services to high net worth individuals, families, businesses and their guests. Systems must be developed and implemented to manage and maintain high touch experiences.
There are three main areas of responsibility for this position:
1) Owner Member Experience- Be a player on the Personal Travel Concierge (PTC) team in delivering outstanding, hassle free and memorable vacation experiences to our owner members.
2) PTC growth and mentoring- Be a coach to our PTC and Local Host teams. Drive our level of service, with proactive and detail oriented planning of all trips.
3) Destination Management- Manage and execute the resources of Local Hosts and key destination vendors needed to support a well maintained home and vacation experience for owner members.
Responsibilities include:
• Recruiting, training and managing a team of full time employees (Personal Travel Concierges) at our corporate headquarters in Atlanta and numerous independent contractors (Local Hosts) in our portfolio destinations
• Conducting orientation phone calls with someone from the PTC team and a new investor so they learn how to leverage the services we offer including reservations
• Executing and supervising our reservation process and timely delivery of itinerary planning and other logistics for traveling members including dinner reservations, entertainment activities, stocking the fridge, etc.
• Building relationships with our investors in order to surface “must see or do” activities in our destinations as well as individual member preferences in order to consistently surprise and delight them
• Creating and implementing surveys to monitor perceived service standards
• Overseeing and contributing to creation of destination “books” created for each residence that reviews local restaurants, activities, and home equipment instructions
• From time to time, and working with our Operations Coordinator, participating in each property whereby homes must be brought up to standards and vendor relations established to provide local host services and property repair and maintenance needs. Sometimes this is referred to as property set-up
• Working with Operations Coordinator to secure and manage daily housekeeping services for our properties and creating checklists and systems to ensure cleaning services meet standards during and between stays
• Anticipating needs and fulfilling them seamlessly and training staff to do the same while setting feedback and monitoring practices to ensure quality services are being delivered
Qualifications:
- Bachelor’s degree from an accredited institution
- Ideally, a minimum 5 years experience in hospitality, customer service and/or property management (including hiring, training and managing of others in these rolls or ability and confidence to be responsible for this)
- Ability to travel internationally, which may include overnight and/or weekend travel.
- PC proficiency, including MS Outlook, Word, Excel and database such as Salesforce.com or other organizational database or contact manager
- Extremely detailed, organized and diligent about note taking and follow-up
- Effective listening skills are critical along with strong communication skills including writing
- Self-motivated and self-directed
- Experience working with and servicing high net-worth individuals
- Ideally, experienced customer service training at a nationally recognized hospitality organization such as The Ritz Carlton, St. Regis, Intercontinental, etc. a big plus.
- Ability to hire, train and manage others
We offer competitive compensation packages, including base salary, bonuses, benefits, luxury travel, and more. Compensation commensurate with experience for this position with upward potential as company grows. The right candidate who is process oriented with the ability to design and implement best practices can develop this position into a Vice President role with higher compensation. We offer a fun atmosphere and a passionate group of people to work with in a very exciting industry.
Application process:
Within your cover letter, please reference how you learned of our search, along with your salary requirement minimum and target goal. Please send cover letter and resume via email to
Attn: Fund Manager
equityestatescareers@gmail.com
- Location: Atlanta, GA
- Compensation: commensurate with experience
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.