Experience Planning Agent

Job Details
Job Location:    Charleston, SC
Position Type:    Full Time
Education Level:    High School
Salary Range:    $ $19.00 Hourly
Travel Percentage:    None (Designated in-person/on location)
Job Category:    Customer Service

Description

Celebrate Life, the Southworth Way

The Company: Welcome to Southworth. We own and operate a growing portfolio of premier private communities, each offering inspired environments and locations. Our dedication to hospitality and endless activities for the entire family ensures our members experience a world at play like never before.

With a solid reputation for stability, integrity, and innovation, Southworth's clubs and communities provide exceptional locations where our members can truly live life at ease. Our dedicated team members play a crucial role in elevating the experience for our members, residents, guests, and fellow team members. We encourage all our team members to be and belong by providing a wide array of benefits, engagement programs, unique perks, discounts, and, of course, a lot of fun

The Benefits: We are proud of our "family company" roots and understand everyone has a unique set of needs: we want to support you as best we can so you can live your best life with us. We offer a comprehensive benefits package that includes competitive options for medical, physical, and mental health and wellness, life insurance, 401k matching, paid time off, and more.

Grow with us The sky is the limit for talented, driven individuals. With our ever-expanding portfolio, we offer opportunities to learn, grow, and thrive. We look forward to growing together.

Be YOU with us At Southworth, we are working to redefine the country club. We seek talent from a diverse range of backgrounds, experiences, and cultures to ensure an innovative edge. Here, diversity is a driver of our success.

The Opportunity: The Experience Planning Agent is a key liaison and curator of personalized stays for Members, Guests, and Sales Prospects. This role serves as the central hub for all bookings and itinerary planning, ensuring seamless coordination, high-touch service, and tailored experiences that reflect the club's luxury standards. Working cross-functionally with Sales, Homeowner Services, and Hospitality teams, the Experience Planning Agent oversees every step of the guest journey—from initial inquiry through post-departure follow-up—supporting real estate and membership goals while reinforcing the club's brand promise.

Duties and Functions

Bookings & Itinerary Planning

• Coordinate the management of booking inquiries and bookings, regardless of entry point or guest type.
• Collaborate with the on-site Homeowner Ambassador to secure accommodations within the Rental Pool Agreement framework.
• Manage the full booking lifecycle, from inquiry and confirmation to itinerary execution and departure coordination.

Pre-Arrival Concierge Services

• Direct team efforts in crafting bespoke itineraries, including:
  • Air and ground transportation
  • Dining, spa, golf, and recreational activity bookings
  • Celebratory and special occasion requests
  • Rental agreement management and payment coordination
• Maintain detailed and dynamic guest dossiers to ensure consistency and personalization across multiple visits.

Sales Partnership & Prospect Journey

• Coordinate with Sales to receive verified prospect notifications and align itinerary planning with engagement goals.
• Design experiences that support real estate and membership interest.
• Facilitate post-stay experience handoff back to the Sales team for follow-up.

Handoff & Collaboration with On-Site Teams

• Conduct thorough pre-arrival briefings with the Hospitality Services and Homeowner Services teams.
• Ensure seamless transitions and continuity of service before, during, and after guest stays.
• Optimize tools and communication systems to support smooth interdepartmental coordination.

Standards & Systems

• Refine planning tools, workflows, and documentation to increase personalization, efficiency, and consistency.
• Develop and maintain standard operating procedures (SOPs) that align with high-touch service expectations.
• Partner with Operations, Sales, and Marketing to ensure cohesive service delivery across all guest touchpoints.
• Leverage HRIS platforms to support team operations, including scheduling, time-off management, hiring tasks, and application reviews.
• Utilize the LMS to manage employee training, monitor compliance, conduct performance reviews, and support overall team development.

Qualification Standards

• Experience in luxury hospitality, concierge services, or experience planning.
• Demonstrated expertise in high-end itinerary planning and guest personalization.
• Excellent interpersonal, communication, and problem-solving skills.
• Strong organizational skills and attention to detail; ability to manage multiple bookings and guest journeys concurrently.
• Comfortable navigating HRIS, LMS, and other technology platforms to manage team workflows.
• Proven ability to collaborate cross-functionally and maintain operational continuity.
• Knowledge of real estate, private club culture, or member-based organizations is a plus.
• Professional demeanor and commitment to delivering a superior member and guest experience.

The Experience Planning Agent plays a vital role in shaping memorable and meaningful stays for every individual who visits the club. By combining personalized service with operational excellence, this position reinforces our brand values and supports growth in real estate and membership. We are looking for a service-minded professional who thrives in a fast-paced, luxury-driven environment and is passionate about exceeding expectations at every turn.

Apply today to start your new career, the Southworth Way

Note: This job description is intended to convey information essential to understanding the scope of this position. It is not an exhaustive list of responsibilities, and additional tasks may be assigned based on operational needs.

Qualifications

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