Pre-Arrival Concierge

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. This 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 helps turn guest preferences into a seamless arrival and a stay that feels personal from the first conversation.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.Develop a clear understanding of 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.