Activities Concierge/Retail Guest Experience Specialist

EOS Hospitality Lake Austin Employee LLC•Austin, TX

4d•Onsite

About The Position

This is not simply a sign-up desk position. The Activities Concierge is expected to actively engage with guests, get to know them, understand their interests, and help 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 before being asked. The Activities Concierge must maintain a strong awareness of what is happening throughout the resort each day, including guest participation, class attendance, instructor schedules, private appointments, hikes, water activities, special events, and potential capacity concerns. They are responsible for identifying opportunities to improve the guest experience, anticipating when additional staffing or space may be needed, and communicating proactively with the appropriate departments. In addition to activities concierge responsibilities, this position supports retail sales and merchandising within The Hub Boutique, helping create an inviting and well-maintained environment where guests can shop, ask questions, discover products, and connect with the resort's experiences. A successful Activities Concierge does not simply know the schedule. They know the guests. They know that a guest who loved morning yoga may enjoy meditation that evening. They notice when someone is looking for connection and introduce them to a social activity. They see that tomorrow's hike is nearly full and arrange for additional support before guests are disappointed. They know when a class has been moved before the first guest arrives at the wrong location. They notice low inventory, an empty towel station, a missing sign, or an unanswered voicemail-and act. At the end of the day, The Hub is organized, the next day is prepared, outstanding guest needs are clearly communicated, and the next team member can seamlessly continue the experience. The ideal Activities Concierge is: 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. THE ACTIVITIES CONCIERGE HELPS ENSURE THAT EVERY GUEST FEELS WELCOMED, INFORMED, CONNECTED, AND CARED FOR-AND THAT EVERY STAY HAS THE POTENTIAL TO BECOME A MEMORABLE EXPERIENCE.

Requirements

Previous experience in hospitality, luxury hospitality, concierge services, resorts, hotels, spas, wellness, recreation, guest services, or customer experience
Experience working in a fast-paced, guest-facing environment
Due to the nature of hospitality, this role will requires some evenings and one weekend day each week

Nice To Haves

Experience with retail sales or boutique operations preferred
Experience coordinating activities, events, appointments, or guest programming preferred
Knowledge or interest in wellness, fitness, outdoor recreation, culinary experiences, or lifestyle programming is a plus