Concierge Account Manager

Security Concierge Account Manager

Department

Operations

Reports To

COO

Work Location

Field based (multi site portfolio)

FLSA Status

To be determined (Exempt recommended for multi site leadership role)

Direct Reports

Onsite Security Concierge Leads (by site);

Position Summary

The Security Concierge Account Manager is a field-based operations leader responsible for supervising and scaling concierge style security operations across multiple client sites. This role owns service quality, post order compliance, staffing stability, training consistency, and client satisfaction for the concierge portfolio.


The Account Manager is the primary manager for onsite concierge leads and ensures every site runs to standard through coaching, audits, performance management, and strong relationships with property management teams. This resource will work at different locations 1-2 days a week to help with this new division/pilot and process mapping as well as training of concierge staff. After scale and consistency has been proven in the Atlanta market, this position will then only supervisor the concierge staff and concierge clients, similar to field ops account managers.

Core Responsibilities

Concierge leadership across multiple sites

• Own day to day execution and performance of the concierge security portfolio.
• Set operational standards for appearance, customer service, access control, reporting, and professionalism.
• Ensure each site has clear coverage plans, escalation paths, and consistent shift leadership.

Lead and manage onsite concierge leads

• Manage onsite concierge leads as direct reports and hold them accountable to performance expectations.
• Provide coaching, corrective action, and recognition based on measurable performance.
• Run recurring check ins with each lead and maintain clear action items and follow up.
• Ensure leads are training their teams correctly and sustaining standards beyond site visits.

Quality assurance and compliance

• Conduct routine site audits, both scheduled and surprise, to verify post order compliance.
• Review required site documentation including daily activity reports, incident reports, and operational logs.
• Identify recurring issues and implement corrective plans with timelines and ownership.
• Ensure licensing and compliance requirements are met for all assigned sites.

Client relationship management

• Serve as the primary operational point of contact for property management and building stakeholders.
• Attend client meetings, handle service concerns, and deliver solutions quickly.
• Proactively communicate risks, incidents, staffing updates, and improvement plans.
• Maintain a service culture aligned with luxury hospitality expectations.

Staffing and coverage ownership

• Partner with scheduling and recruiting to ensure sites are staffed correctly and consistently.
• Build and maintain a bench plan for call outs, high risk shifts, and peak demand periods.
• Approve and coordinate emergency coverage and escalations when needed.
• Reduce turnover through strong leadership, training, and performance expectations.

Training and onboarding systems

• Own onboarding for new concierge leads and ensure they can run their site independently.
• Standardize training for front desk etiquette, access control procedures, de-escalation, and reporting.
• Ensure refresher training occurs on a set cadence and is documented.
• Implement coaching tools such as scripts, checklists, and shift brief templates.

Reporting and performance management

• Track site performance metrics and report trends to leadership.
• Maintain documentation for coaching, policy violations, and corrective plans.
• Provide weekly and monthly performance summaries across the portfolio.
• Support incident investigations and after-action reviews when needed.

Required Qualifications

• 5 plus years in security operations, concierge security, hospitality leadership, or related operations roles.
• 2 plus years managing supervisors or onsite leads across multiple posts or locations.
• Strong client facing communication and ability to manage escalations professionally.
• Proven ability to train, coach, and improve team performance.
• Strong reporting and documentation skills.
• Comfort using workforce tools such as scheduling software, mobile reporting apps, and Microsoft or Google tools.
• Reliable transportation and ability to travel between sites as needed.
• Ability to work outside standard hours when incidents or staffing issues require it.

Preferred Qualifications

• Experience managing luxury residential, high rise, corporate lobby, or mixed use concierge environments.
• CPR and First Aid certification.
• Experience with access control systems and camera monitoring workflows.
• Experience building SOPs, training programs, and audit programs.

Work Environment and Schedule

Field based role with frequent site visits across the assigned market. Nights and weekends may be required based on coverage needs, audits, client meetings, or incident escalations.

Key Performance Metrics

• Client satisfaction and retention within the assigned portfolio.
• Post order compliance scores and audit results.
• Staffing stability, attendance, and reduction in call outs.
• Quality and timeliness of incident reporting and daily reporting.
• Reduction of repeated issues through corrective action plans.
• Lead effectiveness measured by team performance and site consistency.

First 60 Day Success Targets

• Build strong relationships with each property management team and each onsite concierge lead.
• Implement clear standards across sites and improve audit performance.
• Stabilize coverage and reduce recurring staffing gaps.
• Improve reporting quality and ensure timely escalation with solutions.
• Confirm onsite leads are operating independently with consistent service delivery.