Concierge

Proper Hospitality; Austin, Northern (TX, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Proper Hospitality seeks a proactive Concierge to oversee guest-facing interactions and tailor experiences for each guest in Austin. You will anticipate dining, entertainment, transportation, and local experiences aligned with guest preferences, ensuring a seamless stay from arrival to departure.

Join a team dedicated to warm, personalized service, managing requests, coordinating reservations, and maintaining confidentiality while contributing to Exceptional guest satisfaction in a luxury

Qualifications

• Strong customer service and guest-relations focus.
• Excellent communication skills, both verbal and written.
• Ability to manage multiple requests with discretion and care.
• Knowledge of hospitality software like Infor HMS and Opera is a plus.

Responsibilities

• Oversee all guest-facing concierge interactions with efficiency and courtesy.
• Anticipate guest needs and offer tailored recommendations.
• Coordinate special requests and VIP arrangements with departments.
• Respond promptly to inquiries and maintain service standards.

Skills

Customer service

Verbal & written communication

Interpersonal skills

Organizational skills

Creative problem-solving

Hotel software knowledge

Detail-oriented

Education

High School Diploma or equivalent

Hospitality management degree preferred

Tools

Infor HMS

Opera

Job description

• Oversee and manage all guest-facing concierge interactions, ensuring requests and needs are met with efficiency, courtesy, and a personalized touch.
• Anticipate guest needs — proactively offer suggestions for dining, entertainment, transportation, and local experiences tailored to each guest's preferences.
• Ensure a seamless arrival, stay, and departure experience byassistingwithspecial requirements, room preferences, and any last-minute requests.
• Respond promptly and effectively to guest inquiries, ensuring all interactions align with Proper's service standards.
• Handle special requests, including coordinating surprises such as birthday or anniversary celebrations, gifts, in-room amenities, and VIP arrivals.
• Maintain organized records of guest requests, reservations, preferences, and special arrangements — keeping all information confidential and secure.
• Process guest charges for services booked through the concierge desk, ensuringaccuratebilling and proper payment handling.
• Prepare and distribute daily activity reports, including guest interactions, special requests, and items requiring follow-up.
• Handle guest inquiries about hotel amenities, services, and policies in a clear and professional manner.
• Manage concierge inventory (brochures, maps, local guides) and reorder supplies as needed.

Local Expertise & Recommendations

• Maintain current, in-depth knowledge of local attractions, dining, entertainment, shopping, events, and transportation options in Austin and surrounding areas.
• Stay informed about seasonal events, promotions, and new openings to offertimelyand relevant suggestions.
• Build andmaintainstrong relationships with local businesses, restaurants, tour operators, and transportation services to secure the best experiences for guests.

Reservations & Event Coordination

• Assistguests in making reservations for dining, entertainment, tours, spa services, transportation, and other local attractions.
• Coordinate group bookings,special events, and custom itineraries, ensuring alllogisticsare arranged and confirmed to the guest's satisfaction.
• Manage and track all reservations, ensuringtimelyconfirmation, communication, and follow-through.
• Address and resolve guest concerns or complaints related to concierge services promptly and professionally, ensuring satisfaction andappropriate follow-up.
• Ensure all guest feedback — positive or constructive — is logged and communicated to management for continuous improvement.
• Implement proactive strategies to prevent recurring issues, working collaboratively with department leaders and other teams to close service gaps.
• Act as a liaison between guests and hotel departments (housekeeping, food & beverage, engineering, front desk) to ensure requests arefulfilledand guest needs are met end-to-end.
• Ensure guest preferences, special requests, and VIP details are recorded, communicated, and actioned by the relevant departmentsin a timely manner.
• Maintain consistent communication with repeat guests and VIPs to foster loyalty and encourage return visits.

Guest Services Standards & Procedures

• Adhere to all guest services standards and procedures, including greeting protocols, reservation handling, and special request management.
• Ensure consistency in service delivery and compliance with hotel policies at all times.
• Contribute to the review and improvement of concierge procedures to keep them aligned with evolving guest expectations and industry trends.

EDUCATION & EXPERIENCE

• High School Diploma or equivalent required; Associate's orBachelor's degree in Hospitality Managementor a related field preferred.
• 2+ years of experience in a concierge, guest services, or front desk role within the hospitality industry preferred.
• Previousexperience in a hotel or luxury resort environmentstronglypreferred.
• Demonstrated knowledge of local Austin area attractions, dining, and services is highly preferred.
• Experience using property management systems (e.g., Infor HMS, Opera, or similar) is a plus.

SKILLS & SPECIALIZED KNOWLEDGE

• Exceptional customer service skills with the ability to handle complex ordifficult situationsdiplomatically and professionally.
• Strong verbal and written communication skills, with the ability to interact effectively with guests, team members, and external partners.
• Outstanding interpersonal skills with a naturally warm, guest-focused attitude and the ability to remain calm under pressure.
• Excellent organizational and time management skills; ability to manage multiple tasks, requests, and priorities simultaneously.
• Creative problem-solving ability — able to think on your feet and resolve guest concerns promptly and resourcefully.
• Knowledge of hotel management software (e.g., Infor HMS, Opera) and standard office applications (Word, Excel).
• Detail-oriented with strong follow-through and a commitment to delivering results even in fast-paced, high-pressure environments.

PHYSICAL DEMANDS

• Ability to sit or stand for extended periods of time.
• Ability to occasionally lift or carry up to 25 pounds (e.g., guest items, supplies).
• Frequent use of hands, fingers, and wrists for typing, handling materials, and operating phone or computer systems.
• Occasional bending or stooping to retrieve items from low storage orassistwith guest needs.
• Flexibility toworkvarying shifts, including evenings, weekends, and holidays asrequired.

At Proper, we build experiences that move people — and that begins with the team behind them. As a best-in-class employer,we'recommitted to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together.

Everything we do is grounded in the belief that hospitality is more than a profession —it'san opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper).

We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career — and a life — that feels as inspiring as the experiences we create for our guests.

Our Commitment: Building the Best Place to Work

Our Best Place to Work initiative is a living commitment — a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically.

At Proper, joining the team means more than finding a job — it means joining a community that believes in building beautiful experiences together, for our guests and for one another.

Proper Hospitality is anequal-opportunityemployer. Weprovideemployment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category. We also consider qualified applicants with criminal historiesin accordance withlocal Fair Chance Hiring Ordinances.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.