Concierge Specialist

About the role

Walters 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.

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.

Responsibilities

• Protect 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 efficiently.
• Listen to the Customer: Share recurring questions, objections, and friction points with your manager so we can keep improving the customer experience.

Skills

• You make people feel genuinely cared for through warmth, attention and detail
• You welcome coaching and feedback, and you continuously seek improving your skills
• You're a team player who jumps in to help when coverage gets tight
• You're just as comfortable picking up the phone as you are answering a text, sending an email, or sending a voice note
• You 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 others

Requirements

• 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 ie. 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

Benefits

• Health & Well-Being: 85% employer-subsidized medical insurance, plus dental & vision coverage
• Time to Recharge: Accrued paid time off
• 401(k) with 4% Company Match