Lead Concierge

Lead Concierge / Supervisor

Company Overview

Stratton Amenities is a premier provider of luxury, hotel-style front desk concierge services for high-end apartment and condominium communities. We are committed to delivering a consistent, polished, and hospitality-driven experience for our associates, residents, and clients.

Position Summary

We are seeking an experienced, confident, and service-driven Lead Concierge to oversee front desk operations and lead a dedicated concierge team. This role serves as the primary on-site leader and liaison between property management and the concierge team, ensuring service excellence, accountability, and operational consistency.

Key Responsibilities

• Act as the on-site leader and face of the property, setting the standard for professionalism and service

• Serve as the primary point of contact between the property manager and the concierge team

• Deliver and model exceptional, anticipatory service for residents, guests, and prospects

• Address resident concerns and complaints promptly and professionally

• Conduct regular meetings with the property manager to review service levels and identify improvement opportunities

• Manage team schedules and oversee accurate weekly payroll submission

• Lead monthly staff meetings and conduct one-on-one check-ins focused on performance, expectations, and development

• Implement performance coaching, corrective action, and accountability measures as needed

• Develop, update, and enforce concierge SOPs to improve service quality and operational efficiency

• Ensure compliance with uniform, grooming, and presentation standards

• Foster a positive, professional, and service-focused team culture

• Participate in monthly regional leadership calls and initiatives

Position Requirements

• Strong passion for hospitality and service excellence

• Excellent verbal and written communication skills

• Proven leadership and team management abilities

• Strong problem-solving and decision-making skills

• Ability to build and maintain professional relationships with residents, clients, and team members

• High level of discretion and ability to maintain confidentiality

• Strong sense of ownership and accountability for the property and team

• Ability to remain calm and decisive under pressure

• Minimum of five years of hospitality or luxury customer service experience

• Exceptional interpersonal and guest service skills

• Highly organized, proactive, and self-motivated

• Professional appearance and demeanor at all times

• Flexibility to work nights, weekends, and holidays as required

Secondary Responsibilities

• Build rapport and maintain strong relationships with residents

• Maintain professional telephone etiquette and accurate message handling

• Log, track, and audit resident packages and deliveries

• Monitor lobby activity, surveillance cameras, and conduct property walks to ensure safety and standards

• Assist with coordinating amenity and resident service requests

• Escort residents, guests, or vendors as necessary

• Perform routine walkthroughs to ensure cleanliness, safety, and presentation standards

• Perform additional duties as assigned by the property manager or outlined in property SOPs

Experience Requirements

• Prior leadership or supervisory experience required

• Experience training, coaching, and developing team members

• Minimum of two years of experience in hospitality, luxury residential, multifamily, or upscale hotel environments

• Minimum of two years of experience in a fast-paced, customer-facing luxury retail or service environment preferred

• Demonstrated track record of delivering exceptional service

Equal Opportunity Statement

Stratton Amenities is an equal opportunity employer. We believe diversity and inclusion are essential to building strong teams, meaningful connections, and a culture rooted in service.