Concierge

ESSENTIAL JOB DUTIES & RESPONSIBILITIES 

Guest Experience Management 

• Oversee and manage all guest-facing concierge interactions, ensuring requests and needs are met with efficiency, courtesy, and a personalized touch. 

• Anticipate guest needs — proactively offer suggestions for dining, entertainment, transportation, and local experiences tailored to each guest's preferences. 

• Ensure a seamless arrival, stay, and departure experience by assisting with special requirements, room preferences, and any last-minute requests. 

• Respond promptly and effectively to guest inquiries, ensuring all interactions align with Proper's service standards. 

• Handle special requests, including coordinating surprises such as birthday or anniversary celebrations, gifts, in-room amenities, and VIP arrivals. 

Administrative & Financial Tasks 

• Maintain organized records of guest requests, reservations, preferences, and special arrangements — keeping all information confidential and secure. 

• Process guest charges for services booked through the concierge desk, ensuring accurate billing and proper payment handling. 

• Prepare and distribute daily activity reports, including guest interactions, special requests, and items requiring follow-up. 

• Handle guest inquiries about hotel amenities, services, and policies in a clear and professional manner. 

• Manage concierge inventory (brochures, maps, local guides) and reorder supplies as needed. 

Local Expertise & Recommendations 

• Maintain current, in-depth knowledge of local attractions, dining, entertainment, shopping, events, and transportation options in Austin and surrounding areas. 

• Stay informed about seasonal events, promotions, and new openings to offer timely and relevant suggestions. 

• Build and maintain strong relationships with local businesses, restaurants, tour operators, and transportation services to secure the best experiences for guests. 

Reservations & Event Coordination 

• Assist guests in making reservations for dining, entertainment, tours, spa services, transportation, and other local attractions. 

• Coordinate group bookings, special events, and custom itineraries, ensuring all logistics are arranged and confirmed to the guest's satisfaction. 

• Manage and track all reservations, ensuring timely confirmation, communication, and follow-through. 

Guest Complaint Resolution 

• Address and resolve guest concerns or complaints related to concierge services promptly and professionally, ensuring satisfaction and appropriate follow-up. 

• Ensure all guest feedback — positive or constructive — is logged and communicated to management for continuous improvement. 

• Implement proactive strategies to prevent recurring issues, working collaboratively with department leaders and other teams to close service gaps. 

Interdepartmental Coordination & Communication 

• Act as a liaison between guests and hotel departments (housekeeping, food & beverage, engineering, front desk) to ensure requests are fulfilled and guest needs are met end-to-end. 

• Ensure guest preferences, special requests, and VIP details are recorded, communicated, and actioned by the relevant departments in a timely manner. 

• Maintain consistent communication with repeat guests and VIPs to foster loyalty and encourage return visits. 

Guest Services Standards & Procedures 

• Adhere to all guest services standards and procedures, including greeting protocols, reservation handling, and special request management. 

• Ensure consistency in service delivery and compliance with hotel policies at all times. 

• Contribute to the review and improvement of concierge procedures to keep them aligned with evolving guest expectations and industry trends. 

EDUCATION & EXPERIENCE 

• High School Diploma or equivalent required; Associate's or Bachelor's degree in Hospitality Management or a related field preferred. 

• 2+ years of experience in a concierge, guest services, or front desk role within the hospitality industry preferred. 

• Previous experience in a hotel or luxury resort environment strongly preferred. 

• Demonstrated knowledge of local Austin area attractions, dining, and services is highly preferred. 

• Experience using property management systems (e.g., Infor HMS, Opera, or similar) is a plus. 

SKILLS & SPECIALIZED KNOWLEDGE 

• Exceptional customer service skills with the ability to handle complex or difficult situations diplomatically and professionally. 

• Strong verbal and written communication skills, with the ability to interact effectively with guests, team members, and external partners. 

• Outstanding interpersonal skills with a naturally warm, guest-focused attitude and the ability to remain calm under pressure. 

• Excellent organizational and time management skills; ability to manage multiple tasks, requests, and priorities simultaneously. 

• Creative problem-solving ability — able to think on your feet and resolve guest concerns promptly and resourcefully. 

• Knowledge of hotel management software (e.g., Infor HMS, Opera) and standard office applications (Word, Excel). 

• Detail-oriented with strong follow-through and a commitment to delivering results even in fast-paced, high-pressure environments. 

PHYSICAL DEMANDS 

• Ability to sit or stand for extended periods of time. 

• Ability to occasionally lift or carry up to 25 pounds (e.g., guest items, supplies). 

• Frequent use of hands, fingers, and wrists for typing, handling materials, and operating phone or computer systems. 

• Occasional bending or stooping to retrieve items from low storage or assist with guest needs. 

• Flexibility to work varying shifts, including evenings, weekends, and holidays as required. 

WHY JOIN PROPER HOSPITALITY 

At Proper, we build experiences that move people — and that begins with the team behind them. As a best-in-class employer, we're committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together. 

Everything we do is grounded in the belief that hospitality is more than a profession — it's an opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper). 

We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career — and a life — that feels as inspiring as the experiences we create for our guests. 

Our Commitment: Building the Best Place to Work 

Our Best Place to Work initiative is a living commitment — a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically. 

At Proper, joining the team means more than finding a job — it means joining a community that believes in building beautiful experiences together, for our guests and for one another. 

Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category. We also consider qualified applicants with criminal histories in accordance with local Fair Chance Hiring Ordinances.