Manager, Experience Planning

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 adriverof our success.

The Opportunity: Southworth Clubs is seeking a dynamic and service-obsessed Manager, Experience Planning to lead a high-touch concierge-style reservations and itinerary team. This role is responsible for crafting seamless and highly personalized experiences for our private club Homeowner Members, International Members, Prospective Members, and their guests-from the moment of inquiry to pre-arrival handoff. Based in Charleston, SC, the Manager will lead and develop a team of Experience Planners, ensuring each Experience Journey is applied appropriately, creating the experiences that represent a life well lived across Southworth Clubs.

Duties and Functions

Leadership & Team Management

• Lead, coach, and inspire the Experience Planning team to deliver exceptional service and personalized planning.
• Build a culture of accountability, hospitality, and operational excellence within the team.
• Oversee staffing, training, and performance management to ensure consistency and quality in all guest interactions.

Reservations & Itinerary Planning

• Serve as the strategic leader overseeing all reservation requests-regardless of entry point-for Members, Prospects, and Guests.
• Ensure timely coordination with the on-site Homeowner Ambassador to secure rental accommodations in accordance with the Rental Pool Agreement.
• Oversee the full lifecycle of a reservation-from inquiry and booking through pre-arrival planning.

Pre-Arrival Concierge Services

• Direct the team in crafting personalized itineraries, including:
  
  
  
  • Ground and air transportation
  • Dining, golf, spa, and activity reservations
  • Celebratory or special requests
  • Rental agreements and payment coordination
  
  
  
  
• Maintain detailed guest dossiers with up-to-date preferences, ensuring tailored experiences and continuity across stays.

Sales Partnership & Prospect Journey

• Receive notification from Sales of verified prospects and align itinerary details with sales goals, ensuring visits are designed to support interest and engagement in real estate and membership.
• Complete handover back to sales of prospect experience post-stay.

Handoff & Collaboration with On-Site Teams

• Conduct and manage pre-arrival briefings with the Hospitality Services and Homeowner Services team to ensure a seamless guest handover pre and post-stay.
• Ensure tools and communication channels are optimized to deliver smooth operational execution and continuity of care.

Standards & Systems

• Continually refine planning workflows, tools, and documentation systems for efficiency, consistency, and personalization.
• Develop SOPs and quality standards that reinforce luxury and high-touch service at every interaction.
• Collaborate cross-functionally with operations, marketing, and sales to support integrated service delivery.
• Use our Human Resource Information Systems (HRIS) to complete and manage a variety of team-related tasks, including payroll, time-off requests, handling hiring activities such as reviewing applications, scheduling interviews, and collaborating on candidate selection.
• Utilize the Integrated Learning Management System (LMS) to assign and monitor employee training, complete performance reviews, and ensure timely completion of other HR-related tasks to support team development and operational efficiency.

Qualification Standards

• Minimum 3-5 years of experience in high-end hospitality, luxury travel planning, or concierge/reservations leadership
• Proven ability to lead and mentor teams with a service-first mindset
• Deep understanding of luxury guest expectations and service delivery
• Strong organizational skills and a keen attention to detail
• Exceptional communication and interpersonal skills
• Experience working with CRM or itinerary planning systems (e.g., JONAS, Chorum, ONQ, SevenRooms, Resy, Salesforce, etc.)
• Ability to travel occasionally to our Club sites (USA and international locations) as needed for team immersion and collaboration
• Bachelor's degree preferred; hospitality, business, or related field a plus

This is a unique opportunity to create world-class experiences that reflect the essence of Southworth's lifestyle and hospitality. If you're passionate about luxury service, team leadership, and meticulous planning, we invite you to join our team and elevate the guest journey from start to finish.

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.