Pre-Arrival Concierge

Auberge; Dallas (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

The Knox Hotel Employer LLC is seeking a Pre-Arrival Concierge (Itinerary Designer) to craft thoughtful, personalized plans for guests before arrival. You’ll coordinate with concierge, front desk, and local partners to tailor dining, Wellbeing, spa appointments, transportation, shopping, and local attractions, ensuring accurate prep for a seamless welcome.

You will identify guest priorities, communicate timing and pricing, and record preferences in approved systems.

Qualifications

• High school diploma or equivalent required; hospitality or tourism education preferred
• Previous experience in hotel guest services, concierge, or customer service role preferred
• Strong knowledge of local area attractions, dining, entertainment, and transportation options
• Excellent communication, interpersonal, and problem-solving skills
• Ability to multitask and remain composed in a fast-paced environment
• Strong attention to detail and organizational skills
• Proficiency with hotel systems and reservation platforms is a plus

Responsibilities

• Review upcoming reservations to identify guests who may benefit from pre-arrival outreach, including repeat and notable guests, families, celebrations, and guests with preferences or special requests
• Contact guests and travel advisors through approved channels to introduce hotel services and learn about guest preferences, plans, and needs
• Develop a clear understanding of each guest’s priorities and provide useful, realistic recommendations
• Plan personalized itineraries, including dining, Wellbeing and spa appointments, transportation, shopping, local attractions, and events
• Make and confirm arrangements with hotel teams and external providers; accurately communicate timing, pricing, policies, deposits, and cancellation terms
• Record preferences, requests, itineraries, confirmations, and correspondence in approved systems for use by operating teams
• Coordinate welcome amenities, celebrations, accessibility preparations, and other special arrangements with the appropriate departments
• Monitor changes and outstanding items, resolve timing conflicts, and confirm updates with guests, departments, and providers
• Review arrangements before arrival and provide the Concierge and Front Desk with a clear handoff, including preferences, confirmed plans, outstanding items, and details requiring discretion
• Follow through on commitments, respond to questions promptly, protect guest privacy, and involve a manager when a request requires an exception or decision beyond the role’s authority

Skills

Guest services

Communication

Multitasking

Attention to detail

Organizational skills

Problem solving

Interpersonal skills

Education

High school diploma

Tools

Hotel reservation systems

Job description

Company Description

In the heart of Knox Street, a bold new way of life is taking shape. A revolutionary destination that will transform Dallas forever, The Knox, Auberge Collection will debut as the city’s most captivating new address, a tapestry of bold design envisioned by the internationally acclaimed Martin Brudnizki Design Studio. The hotel offers 140 artfully imagined guest rooms and suites, each layered with texture, glamour, and character. Guests drift between four distinctive dining and drinking venues, from an all-day salon and terrace to the magnetic hum of a hidden cocktail lounge and lively pool garden. A collection of beautifully appointed event spaces each designed for intimate gatherings and grand celebrations alike—offers an elegant backdrop to host the city’s most memorable moments. The hotel will introduce a signature Wellbeing by Auberge concept, where skin-health rituals meet cutting-edge therapies in a convivial yet serene setting.

For more information: https://auberge.com/the-knox/

Follow The Knox on Instagram @theknoxauberge

Job Description

The Pre-Arrival Concierge (Itinerary Designer) creates a thoughtful, well-organized start to each guest’s stay by managing personalized planning and communication before arrival. This role learns what matters to each guest, coordinates requested arrangements across the hotel and local partners, and ensures details are accurately recorded and ready for the on-property team. Working closely with the Concierge, Front Desk, and other departments, the Pre-Arrival Concierge helps turn guest preferences into a seamless arrival and a stay that feels personal from the first conversation.

• Review upcoming reservations to identify guests who may benefit from pre-arrival outreach, including repeat and notable guests, families, celebrations, and guests with preferences or special requests.
• Contact guests and travel advisors through approved channels to introduce hotel services and learn about guest preferences, plans, and needs.
• Develop a clear understanding of each guest’s priorities and provide useful, realistic recommendations.
• Plan personalized itineraries, including dining, Wellbeing and spa appointments, transportation, shopping, local attractions, and events.
• Make and confirm arrangements with hotel teams and external providers; accurately communicate timing, pricing, policies, deposits, and cancellation terms.
• Record preferences, requests, itineraries, confirmations, and correspondence in approved systems for use by operating teams.
• Coordinate welcome amenities, celebrations, accessibility preparations, and other special arrangements with the appropriate departments.
• Monitor changes and outstanding items, resolve timing conflicts, and confirm updates with guests, departments, and providers.
• Review arrangements before arrival and provide the Concierge and Front Desk with a clear handoff, including preferences, confirmed plans, outstanding items, and details requiring discretion.
• Follow through on commitments, respond to questions promptly, protect guest privacy, and involve a manager when a request requires an exception or decision beyond the role’s authority.

Qualifications

• High school diploma or equivalent required; hospitality or tourism education preferred
• Previous experience in hotel guest services, concierge, or customer service role preferred
• Strong knowledge of local area attractions, dining, entertainment, and transportation options
• Excellent communication, interpersonal, and problem-solving skills
• Ability to multitask and remain composed in a fast-paced environment
• Strong attention to detail and organizational skills
• Proficiency with hotel systems and reservation platforms is a plus

Additional Information

About Auberge Collection
Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.
For more information: auberge.com
Connect with Auberge Collection on Instagram, TikTok, Facebook, and LinkedIn @Auberge and #AlwaysAuberge
About Friedkin
Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports.
Founded in 1969 and headquartered in Houston, Texas, the company is led by Chief Executive Dan Friedkin, and united by a mission to build breakthrough brands that redefine the status quo.
The Friedkin portfolio includes Gulf States Toyota, 30WEST, Accelerated Solutions Group, AS Roma, Ascent Automotive Group, Auberge Collection, Congaree, Copilot Capital, Diamond Creek, Everton Football Club, GSFSGroup, Imperative Entertainment, Legendary Expeditions, NEON, Northside Lexus, Pursuit Sports, The Friedkin Group International, USAL and Westside Lexus.
For more information, please visit www.friedkin.com

The Knox Hotel Employer LLC is an Equal Opportunity Employer, M/F/D/V. The Knox Hotel Employer LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, The Knox Hotel Employer LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training