Guest Experience Concierge (Events)

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

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.