Concierge

Key Responsibilities

• Create a Warm, Personalized Guest Connection: Welcome guests with genuine warmth and hospitality and build a personal connection from the moment they arrive. Learn guest preferences, interests, and occasion details and use that information to make their stay feel thoughtful and personalized.

• Be the Guest’s Trusted Resource: Serve as a knowledgeable and engaged point of contact throughout the guest experience. Anticipate needs, offer thoughtful suggestions, answer questions, and make recommendations that enhance the guest’s stay rather than simply responding to requests.

• Connect Guests to Camp Lucy Experiences: Proactively introduce guests to Camp Lucy’s restaurants, spa, activities, events, and other property experiences based on their interests. Help guests discover what is available and encourage them to experience more of the property.

• Drive Internal Referrals and Reservations: Identify opportunities to connect guests with our outlets and services and confidently make reservations for dining, spa treatments, activities, and other experiences. Work closely with outlet leaders and teams to ensure guest needs are communicated and reservations are handled seamlessly.

• Sell the Camp Lucy Experience: Develop a strong understanding of the property, its offerings, and the surrounding Hill Country so you can confidently sell the experience. Recommend experiences that are appropriate for each guest and help increase utilization of our outlets and amenities.

• Create Seamless Cross-Department Communication: Build strong working relationships across Lodging, Food & Beverage, Spa, Activities, Sales, Housekeeping, and other departments. Share guest preferences, requests, celebrations, and opportunities so the entire team can deliver a connected experience.

• Make Reservations and Arrangements: Arrange reservations, appointments, transportation, activities, dining, and special requests both on and off property. Follow through on details and confirm that arrangements are completed accurately.

• Offer Local Recommendations: Maintain strong knowledge of the Hill Country and surrounding Austin area, including restaurants, attractions, activities, events, and seasonal experiences. Be able to make recommendations based on what each guest is actually looking for.

• Create Memorable Guest Experiences: Look for opportunities to surprise and delight guests through thoughtful recommendations, personalized touches, special arrangements, and connections to experiences that fit their interests or occasion.

• Resolve Requests and Concerns: Respond to guest questions, concerns, and service issues with confidence, ownership, and professionalism. Work with the appropriate departments to resolve issues quickly and follow up with the guest.

• Maintain Strong Guest Communication: Handle in-person, phone, text, email, and other guest communications with warmth, professionalism, and timely follow-through.

• Capture Guest Preferences and Opportunities: Pay attention to guest feedback, preferences, celebrations, and interests and communicate relevant information to the appropriate teams to help create a more personalized experience.

• High school diploma or equivalent; hospitality, tourism, or related education is a plus.

• Previous experience in luxury hospitality, concierge, guest services, reservations, sales, or a similarly guest-facing role.

• Strong interpersonal skills and a natural ability to connect with people, build relationships, and make guests feel genuinely welcomed.

• A highly hospitable personality with the ability to be warm, engaging, confident, and professional with a wide range of guests.

• Strong sales and recommendation skills, with the ability to naturally introduce guests to property outlets, experiences, and services without making the interaction feel transactional.

• Excellent communication skills and the ability to build effective relationships across multiple departments.

• Strong knowledge of Camp Lucy, its outlets, experiences, and amenities, with the ability to confidently speak about and sell the property.

• Strong organizational skills and attention to detail, with the ability to manage multiple guest requests, reservations, and follow-ups at the same time.

• Proactive and resourceful approach to guest service, with strong judgment and problem-solving skills.

• Ability to anticipate guest needs and take initiative without always being asked.

• Comfortable making reservations, coordinating arrangements, following up with internal teams, and ensuring details are completed accurately.

• Proficiency with computers, reservation systems, email, and other hospitality technology; experience with CRM or guest-management systems is a plus.

• Ability to work collaboratively in a fast-paced environment and maintain a positive, team-oriented attitude.

• Flexibility to work evenings, weekends, holidays, and varying schedules based on business needs.

Camp Lucy is a premier destination that combines the beauty of nature with exceptional hospitality, providing guests with unforgettable experiences in a serene and luxurious setting. This role is not simply about answering guest questions — it is about creating relationships, anticipating needs, connecting guests with the people and experiences across Camp Lucy, and actively helping create a memorable stay.

We are dedicated to personalized service and are looking for a Concierge who can enhance our guests' stays by offering tailored recommendations and exclusive experiences. The Concierge is responsible for delivering outstanding guest service and ensuring a memorable experience at Camp Lucy. A proactive approach to anticipating guest needs, a deep knowledge of local attractions and activities, and the ability to curate exceptional experiences for our guests, including high-profile individuals and special events, are required.