Concierge Specialist

Walters Hospitality; Texas; Hybrid; USD 22,000 - 31,000; Full time

Benefits offered by this job

Commission for tours

Team incentives and bonuses

Employer-subsidized health, dental, &/

Vision insurance

Job summary

Walters Hospitality is seeking a Concierge Specialist in the Dallas-Fort Worth area. This full-time, non-exempt hourly role places you as the first point of contact for couples and event clients, guiding them through venue options and services with warmth and precision.

You will manage inquiries via phone, email, and text, document interactions in the CRM, and maintain follow-up cadences to convert leads into tours while upholding our exceptional hospitality standards.

Qualifications

• 1+ years of experience in customer service, hospitality, reservations, concierge, inside sales, or a similar customer-facing role.
• Warm, confident communication skills across phone, email, and text.
• Comfortable working toward performance goals (response time and conversion rates).
• Strong organizational skills and attention to detail.
• Comfortable working in CRM, scheduling, and phone systems.
• Ability to work flexible shifts, including mornings, evenings, and select weekends as needed.
• Experience in weddings, events, hospitality, travel, or another high-consideration consumer business is a plus.

Responsibilities

• Protect the Experience: Make every interaction feel warm, helpful, personal, and unmistakably Walters.
• Welcome Every Inquiry: Respond quickly and warmly to inbound calls, emails, and texts, and turn interested leads into booked venue tours.
• Document The Details: Accurately document every conversation, outreach attempt, outcome, and next step in the CRM with speed and precision.
• Match the Right Venue: Share helpful information about our venues, offerings, and availability so every customer is pointed toward the space that fits their vision.
• Follow Through: Work a consistent follow-up cadence by phone, email, and text so no lead or booked tour slips through the cracks.
• Recover Missed Opportunities: Spot at-risk bookings early, offer to reschedule cancellations, and follow up on no-shows promptly and with care.
• Unreasonable Hospitality: Treat customer service moments with as much care as any other conversation, and work towards resolving questions or issues efficiently
• Listen to the Customer: Share recurring questions, objections, and friction points with your manager so we can keep improving the customer experience.

Skills

Customer service

Hospitality

Reservations

Concierge

Inside sales

CRM

Scheduling

Phone systems

Communication

Tools

CRM software

Job description

CONCIERGE SPECIALISTDepartment: Concierge | Classification: Full-Time, Non-Exempt (Hourly) | Reports to: Concierge ManagerPOSITION SUMMARYWalters Hospitality is in the business of helping people celebrate life's most momentous occasions. Across our growing portfolio of 45+ wedding and event venues and vendor services, we show up for customers at a moment that matters more than almost any other, and everything we do is built around earning that trust.We believe great hospitality and great customer service share the same foundation: attention, consistency, and genuine care for the person on the other side. That experience begins long before a customer walks through the doors of a venue and is carried through every human interaction along the way.The Concierge Specialist is often the very first voice a customer hears from us. You'll help couples and event clients understand our unique values and services, answer their questions, and ensure they show up to their first appointment feeling like someone has been looking forward to meeting them. Because someone has.The Concierge Team sits at a critical moment in the customer journey: the space between raising a hand and walking through the doors of a venue. And sometimes, everywhere in between. This is a hospitality-led team where great conversations lead to great outcomes.If you light up talking with people, take pride in the details, and believe working in weddings and hospitality is a dream come true, you'll feel right at home here.THE DAY-TO-DAYProtect the Experience: Make every interaction feel warm, helpful, personal, and unmistakably Walters. Every touchpoint should lead with hospitality.Welcome Every Inquiry: Respond quickly and warmly to inbound calls, emails, and texts, and turn interested leads into booked venue tours.Document The Details: Accurately document every conversation, outreach attempt, outcome, and next step in the CRM with speed and precision.Match the Right Venue: Share helpful information about our venues, offerings, and availability so every customer is pointed toward the space that fits their vision.Follow Through: Work a consistent follow-up cadence by phone, email, and text so no lead or booked tour slips through the cracks.Recover Missed Opportunities: Spot at-risk bookings early, offer to reschedule cancellations, and follow up on no-shows promptly and with care.Unreasonable Hospitality: Treat customer service moments with as much care as any other conversation, and work towards resolving questions or issues efficientlyListen to the Customer: Share recurring questions, objections, and friction points with your manager so we can keep improving the customer experience.YOUR SUPERPOWERSYou make people feel genuinely cared for through warmth, attention and detailYou welcome coaching and feedback, and you continuously seek improving your skillsYou're a team player who jumps in to help when coverage gets tightYou're just as comfortable picking up the phone as you are answering a text, sending an email, or sending a voice noteYou can keep a high volume of leads and follow-ups organized without letting anyone fall through the cracks.You're motivated by goals, friendly competition, and serving othersREQUIREMENTS1+ years of experience in customer service, hospitality, reservations, concierge, inside sales, or a similar customer-facing roleWarm, confident communication skills across phone, email, and textComfortable working toward performance goals ie. response time and conversion ratesStrong organizational skills and attention to detailComfortable working in CRM, scheduling, and phone systemsAbility to work flexible shifts, including mornings, evenings, and select weekends as neededExperience in weddings, events, hospitality, travel, or another high-consideration consumer business is a plusWHAT YOU'LL GETHourly Rate: $19 per hourCommission: Additional commission for each scheduled tourRewarded for Results: Team performance incentives, including educational opportunities, bonuses, and team outingsHealth & Well-Being: 85% employer-subsidized medical insurance, plus dental & vision coverageTime to Recharge: Accrued paid time off401(k) with 4% Company MatchHOW WE WORKThis is a hybrid role based in Dallas-Fort Worth, TX, with an expectation of working from our office in Hickory Creek periodically. You must have a home office setup for remote work with fast wifi and a quiet environment. Being together in person helps our Concierge Team learn from each other, get real-time coaching, and build a strong team culture, while still offering flexibility to work remotely when scheduled.ABOUT WALTERSWalters Hospitality is a growing portfolio of wedding and event venues dedicated to making life's most important celebrations feel effortless and unforgettable. What started as a family business is now one of the fastest-growing hospitality businesses in the country.Walters Hospitality is an equal-opportunity employer. We welcome and consider all qualified applicants regardless of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other category protected under applicable law.