Activities Concierge/Retail Guest Experience Specialist

EOS•Austin, TX

3d•Onsite

About The Position

This role is more than just a sign-up desk position. The Activities Concierge is expected to actively engage with guests, understand their interests, and connect them to experiences that will make their stay meaningful and memorable. The ideal candidate is naturally warm, observant, organized, proactive, and able to anticipate guest needs. The Activities Concierge must maintain a strong awareness of daily resort activities, including guest participation, class schedules, instructor availability, private appointments, hikes, water activities, special events, and potential capacity issues. They are responsible for identifying opportunities to improve the guest experience, anticipating staffing or space needs, and communicating proactively with relevant departments. In addition to concierge duties, this position supports retail sales and merchandising within The Hub Boutique, ensuring an inviting and well-maintained environment for guests to shop, ask questions, discover products, and connect with resort experiences. A successful Activities Concierge knows the guests, not just the schedule, understanding their preferences to suggest relevant activities. They proactively manage capacity for popular activities and ensure guests are informed about schedule changes. They also address operational needs such as inventory, towel stations, signage, and voicemails. At the end of the day, The Hub is organized, the next day is prepared, outstanding guest needs are communicated, and the next team member can seamlessly continue the guest experience. The Activities Concierge ensures every guest feels welcomed, informed, connected, and cared for, enhancing the potential for a memorable stay.

Requirements

Guest-Focused: Always thinking, 'What does this guest need, and how can I make this easier or better for them?'
Proactive: Does not wait for a problem to happen before acting.
Engaging: Comfortable starting conversations and creating connections with guests.
Observant: Notices who is coming and going, which guests may need help, which classes are filling, and what is happening around the resort. Finds answers and solutions, even when the answer is not immediately obvious.
Polished: Understands that their appearance, workspace, communication, and presence contribute to the guest experience.
Flexible: Comfortable with changing schedules, weather, guest requests, staffing changes, and unexpected situations.
Team-Oriented: Works closely with all resort departments and understands that a seamless guest experience requires communication and collaboration.
Sales-Aware: Comfortable supporting retail sales and helping guests discover products and experiences they will enjoy.
Accountable: Takes ownership of responsibilities and ensures unfinished business is clearly communicated.

Nice To Haves

Previous experience in hospitality, luxury hospitality, concierge services, resorts, hotels, spas, wellness, recreation, guest services, or customer experience
Experience with retail sales or boutique operations preferred
Experience coordinating activities, events, appointments, or guest programming preferred
Experience working in a fast-paced, guest-facing environment
Knowledge or interest in wellness, fitness, outdoor recreation, culinary experiences, or lifestyle programming is a plus