Pre-Arrival Concierge

Auberge Collection•Dallas, TX

About The Position

The Pre-Arrival Concierge (Itinerary Designer) creates a thoughtful, well-organized start to each guest’s stay by managing personalized planning and communication before arrival. The role learns what matters to each guest, coordinates requested arrangements across the hotel and local partners, and ensures details are accurately recorded and ready for the on-property team. Working closely with the Concierge, Front Desk, and other departments, the Pre-Arrival Concierge turns guest preferences into a seamless arrival and a stay that feels personal from the first conversation.

Requirements

High school diploma or equivalent required.
Strong knowledge of local area attractions, dining, entertainment, and transportation options.
Excellent communication, interpersonal, and problem-solving skills.
Ability to multitask and remain composed in a fast-paced environment.
Strong attention to detail and organizational skills.

Nice To Haves

Hospitality or tourism education.
Previous experience in a hotel guest services, concierge, or customer service role.
Proficiency with hotel systems and reservation platforms.

Responsibilities

Review upcoming reservations to identify guests who may benefit from pre-arrival outreach, including repeat and notable guests, families, celebrations, and guests with preferences or special requests.
Contact guests and travel advisors through approved channels to introduce hotel services and learn about guest preferences, plans, and needs.
Understand each guest’s priorities and provide useful, realistic recommendations.
Plan personalized itineraries, including dining, Wellbeing and spa appointments, transportation, shopping, local attractions, and events.
Make and confirm arrangements with hotel teams and external providers; accurately communicate timing, pricing, policies, deposits, and cancellation terms.
Record preferences, requests, itineraries, confirmations, and correspondence in approved systems for use by operating teams.
Coordinate welcome amenities, celebrations, accessibility preparations, and other special arrangements with the appropriate departments.
Monitor changes and outstanding items, resolve timing conflicts, and confirm updates with guests, departments, and providers.
Review arrangements before arrival and provide the Concierge and Front Desk with a clear handoff, including preferences, confirmed plans, outstanding items, and details requiring discretion.
Follow through on commitments, respond to questions promptly, protect guest privacy, and involve a manager when a request requires an exception or decision beyond the role’s authority.