Concierge Manager

POSITION SUMMARY

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.

• 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.

• 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…