Concierge Manager at Walters Hospitality in Denton, TX - Denton, TX

Job description

• Salary Range
• $65,000.00 - $75,000.00 Salary/year
• Level
• Management
• Position Type
• Full Time
• Category
• Sales
• Department: Concierge | Classification: Full-Time, Exempt | Reports to: SVP, Marketing
• 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.
• We’re 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 isn’t about building a traditional call center focused on activity for activity’s sake. It’s 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 — you’ll feel right at home here.

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 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.

Requirements

• You love coaching people, setting clear expectations, and helping a team get better week after week
• You’re willing to listen to calls, review conversations, role-play difficult scenarios, and give specific feedback — and you’re 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
• You’re 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
• 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

Skills

Required

• Coaching and developing teams
• Setting clear expectations
• Role-playing difficult scenarios
• Giving specific feedback

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, 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