Personal touches make a difference
By Hannah Massen
Everything runs on your time when you're on Island Time – literally. Island Time Hilton Head, a vacation rental company with properties across Hilton Head Island, takes an ultra-personalized approach to hospitality – beyond clean sheets and working stove burners.
"Most companies just provide properties and rentals, not avenues for unique experiences to make those lasting memories on vacation," said Jen Moret, Island Time's director of concierge services. "Guests come to Island Time because they can get more out of their vacations with our level of service and attention, and they can vacation better, knowing any and all of their wants and needs are taken care of."
In addition to the gorgeous beachfront properties that Island Time is known for in some of Hilton Head's most popular locations, like Palmetto Dunes, Sea Pines, and Shipyard, Island Time guests can request concierge services that aren't typically part of rental home packages. Whether they're in need of airport transportation, grocery delivery, babysitting, chartered boats, a beach photographer or an in-home chef, guests can enjoy a variety of five-star quality services usually only found in major resorts.
Moret says she hasn't fielded many outlandish requests, but has taken on some urgent projects: she once had to orchestrate a next-day birthday party for 20 people at the height of Island Time's summer season, and it went off without a hitch.
According to Moret, Island Time's concierge philosophy stems from the company's business model.
"We also think about Island Time as an agency made up of consultants with the best qualifications," Moret said. "The skills are integrated into the company and the tasks are done in-house."
While Island Time Hilton Head already has an impressive portfolio of 106 properties, its expansion plans include acquiring 44 new beach houses to meet its critical size of 150 properties.
Jen Moret's advice for hospitality professionals
1. Be a resource. Understand what people are asking and, more importantly, what they are expecting. We've found that guests appreciate having someone to turn to for the inside scoop on the best restaurants, tours, and attractions. Stay up-to-date on local news and events so you can best advise your guests.
2. Stay on your toes. Realize that this is a 24/7 job that requires availability, responsiveness, connections/resources, and a lot of creativity. Put yourself in your guests' shoes: what would make your vacation extra special? Whatever you're picturing, do that, then take it one step further.
3. Be a people person. You must have a passion for pleasing people and curating exceptional experiences for your guests. Don't be shy about asking them for feedback – the best way to know how your hotel or rentals stand up to the competition is by talking to people who have stayed at both.
