Concierge Manager

About the role

Walters Hospitality helps people celebrate life’s most momentous occasions across a portfolio of 45+ wedding and event venues and vendor services. The Concierge Manager will own the day‑to‑day operation of the Concierge Team, coaching staff and optimizing the customer experience at the critical moment between a prospect raising a hand and walking through a venue’s doors. This role blends hospitality‑led service with data‑driven performance management.

Responsibilities

• 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 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 follow‑up, objection handling, missed‑opportunity recovery, and conversion of leads into appointments and qualified opportunities.
• Protect the Experience: Ensure every interaction feels warm, helpful, personal, and unmistakably Walters, with hospitality leading each touchpoint.
• Own the Details: Accurately document customer conversations, outcomes, and next steps 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 to continually improve the broader marketing and sales experience.

Your Superpowers

• You love coaching people, setting clear expectations, and helping a team improve week after week.
• You’re willing to listen to calls, review conversations, role‑play difficult scenarios, give specific feedback, and jump in to help when needed.
• You understand the fundamentals of running a customer‑facing operation: staffing, scheduling, call quality, service levels, escalations, and performance management.
• You’re comfortable with numbers and can 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.

Compensation & Benefits

• 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, 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 the Hickory Creek office at least three days per week. The leader should be close enough to coach, collaborate, and build culture in person while retaining 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.