Concierge Manager

CONCIERGE MANAGER

Department: Concierge | Classification: Full-Time, Exempt | Reports to: SVP, Marketing

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POSITION SUMMARY

Walters Hospitality is in the business of helping people celebrate lifes 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.

Were looking for someone who will embody that belief and translate it into leadership across one of our most important customer-facing functions. The Concierge Manager will own the day-to-day operation of our Concierge Team from coaching to strategic CX optimization.

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 — while also providing support to existing customers who need help finding the right next step. This isnt about building a traditional call center focused on activity for activitys sake. Its about building a hospitality-led customer operation where great conversations lead to great outcomes.

If you obsess over systems and data, light up listening to client stories, and believe working in weddings and hospitality is a dream come true — youll feel right at home here.

THE DAY-TO-DAY

- Lead the Team: Manage, coach, develop, and hold accountable a team of Concierge Specialists handling inbound and outbound customer conversations.

- Run the Operation: Own staffing, scheduling, coverage, service levels, escalations, and the daily rhythms required to respond quickly, consistently, and with care.

- Own Performance: Track team and individual results, identify trends and coaching opportunities, and translate performance data into clear action.

- Improve Conversion: Continuously improve how the team follows up, handles objections, recovers missed opportunities, and converts leads into appointments and qualified opportunities.

- Protect the Experience: Ensure every interaction feels warm, helpful, personal, and unmistakably Walters. Every touchpoint should lead with hospitality.

- Own the Details: Ensure customer conversations, outcomes, and next steps are accurately documented in the CRM and reinforce consistency across the team.

- Strengthen the Journey: Partner closely with Marketing and Sales on lead routing, scoring, reporting, automation, and handoffs to create seamless customer transitions.

- Listen to the Customer: Surface recurring questions, objections, and friction points so we can continually improve the broader marketing and sales experience.

YOUR SUPERPOWERS

- You love coaching people, setting clear expectations, and helping a team get better week after week

- Youre willing to listen to calls, review conversations, role-play difficult scenarios, and give specific feedback — and youre equally willing to jump in and help when the team needs you

- You understand the fundamentals of running a customer-facing operation: staffing, scheduling, call quality, service levels, escalations, and performance management

- Youre comfortable in the numbers and know how to turn performance data into better coaching, workflows, and results

- You naturally notice broken processes, coverage gaps, unclear expectations, and messy handoffs — and you take ownership of fixing them

REQUIREMENTS

- 5+ years of experience in customer operations, contact centers, reservations, inside sales, customer service, or a similar customer-facing environment

- 2+ years directly managing and developing frontline teams

- Experience managing performance against service, quality, and conversion goals

- Experience with management, coaching, call monitoring, training, and scheduling

- Comfortable working in CRM, telephony and customer engagement platforms

- Experience in hospitality, weddings, travel, leasing, senior living, home services, or another high-consideration consumer business is a plus

WHAT YOU'LL GET

- Base Salary: $65,000–$75,000, depending on experience

- Performance Incentive: Target 20% of base salary with additional upside potential for exceptional team performance

- Rewarded for Results: Team performance incentives, including educational opportunities, bonuses, and team outings.

- Health & Well-Being: 85% employer-subsidized medical Insurance, plus dental & vision coverage

- Time to Recharge: Unlimited PTO

- 401(k) with 4% Company Match

HOW WE WORK

This is a hybrid role based in Dallas-Fort Worth, TX, with an expectation of working from our office in Hickory Creek at least three days per week. We believe this leader should be close enough to the team to coach, collaborate, and build culture in person, while still having flexibility to work remotely when needed.

ABOUT WALTERS

Walters 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.