Concierge Manager - RIVANI Class X

Class X by RIVANI is a revolutionary ultra-luxury office concept developed by Robert Rivani, transforming traditional workspaces into hospitality-driven, experiential environments. Located in the heart of Miami Beach, Class X is an incomparable sanctuary of ambition where hospitality, performance, wellness, and culture converge. Class X features true five-star amenities including a private speakeasy, world-class fitness, spa and wellness, valet, concierge, and high-end dining, all engineered to inspire its members through impeccable service in a world-class environment. We are looking for experienced, passionate, anticipatory hospitality professionals — the kind whose craft was forged in a five-star flagship hotel or resort, or a private club where the details mattered, and who are ready to put that training back to work in an environment built for it. Class X is operated by Black Briar Management, a foremost leader in luxury real estate management, and is held to the standards of the most decorated names in luxury hospitality — with Forbes Five-Star, AAA Five-Diamond, and Relais & Châteaux benchmarks anchoring the service culture. If you thrive in a fast-moving but never chaotic environment, want your craft on display, and take pride in service that is felt rather than announced, we want to hear from you. Apply today. POSITION OVERVIEW The Concierge Manager is a senior hospitality leader responsible for the full front-of-house operation at Rivani - from the moment a tenant walks through the door to the last touchpoint of their day. This is not a supervisory desk role. It is a strategic and deeply hands-on leadership position that sets the tone, holds the standard, and builds the culture of Rivani’s tenant-facing team. The Concierge Manager owns front-of-house service delivery, leads and develops the concierge team, manages the operational infrastructure of the lobby and reception environment, and serves as the primary bridge between Rivani’s tenants and the broader property team. This leader brings the instincts of a five-star hotelier, the discipline of an operator, and the warmth of someone who genuinely believes that hospitality is a craft worth mastering. CORE RESPONSIBILITIES Tenant Relationships: Serve as the primary relationship manager for Rivani’s tenants - learning names, preferences, business needs, and personal details that enable genuinely personalized service delivery at every interaction. Team Leadership: Recruit, onboard, train, schedule, and evaluate the Concierge team and front-of-house staff. Set clear performance expectations for every team member, deliver consistent coaching and feedback, and model the service behaviors you expect to see. Build a team culture rooted in excellence, accountability, and genuine hospitality - where the standard is understood, lived, and never negotiated. Training & Development: Ensure ongoing training and development to reinforce ultra-luxury service standards and build individual capability at every level of the team. Use regular one-on-ones, shift debriefs, and observed coaching moments to identify growth opportunities and close performance gaps before they become patterns. Invest in your team’s growth as deliberately as you invest in the guest experience. Service Standards: Set, model, and enforce the front-of-house service standard across all shifts and team members. Ensure that every tenant and guest interaction reflects Rivani’s Class X identity - not occasionally, but consistently. Anticipatory Service: Build systems and team habits that ensure tenant needs are anticipated before they are expressed. Train the team to read the room, know the tenant, and act with initiative and care. VIP & Complex Requests: Personally manage high-priority requests, sensitive tenant matters, and complex service arrangements with absolute discretion and flawless execution. Service Recovery: Lead all escalated service recovery situations with decisiveness, empathy, and ownership. Ensure every tenant leaves every interaction - including difficult ones - with confidence in Rivani’s care for them. Daily Operations: Oversee the full front-of-house operation including lobby management, desk operations, visitor and access protocols, communications management, package handling, and shift continuity documentation. Grooming & Protocol Standards: Enforce grooming, appearance, and service protocol standards across the team at all times. Ensure every team member is a credible and polished representative of the Rivani brand. Scheduling & Coverage: Manage team scheduling to ensure full coverage during all operational hours, events, and peak periods without compromising service quality or team sustainability. Vendor Stewardship: Build and manage relationships with premium service partners, on-site vendors, and third-party providers. Coordinate all vendor-supported services and ensure every external partner operates at Rivani’s standard. Event Support : Provide front-of-house infrastructure and team support for tenant events, programming activations, and VIP functions. Partner Accountability: Hold all third-party service providers to Rivani’s expectations for professionalism, quality, and delivery. Escalate performance concerns and manage vendor relationships proactively. Systems & Platforms: Oversee front-of-house technology platforms including visitor management, tenant communication tools, service request tracking, and operational reporting systems. Communications Management: Ensure all tenant communications are handled with the tone, accuracy, and responsiveness that Rivani’s standards require. Brand Presence: Act as one of Rivani’s most visible brand representatives. Maintain an impeccable personal presence and ensure the team reflects that standard in every interaction, every day. Reporting & Documentation: Maintain accurate operational records, shift reports, tenant preference logs, and performance documentation. Provide regular reporting to the Director of Hospitality on team performance and tenant experience metrics. WHAT YOU BRING 5+ years of progressive experience in 5-star luxury hospitality - five-star hotel management, private membership clubs, ultra-luxury residential, or a closely related environment with direct front-of-house leadership responsibility Demonstrated success leading and developing high-performing hospitality teams in a hands-on, tenant or guest-facing operational environment Deep familiarity with luxury service standards, tenant relations protocols, and the operational rhythms of a premium front-of-house environment Proven ability to manage complex, sensitive requests and escalated service situations with composure and decisive resolution Strong vendor and partner management experience with a track record of holding third parties to elevated service expectations Exceptional professional presence - polished, articulate, and commanding without ever losing warmth Proficiency with front-of-house technology platforms, visitor management systems, and Microsoft Office Suite Flexibility to support event-driven schedules, operational peaks, and evolving tenant needs Bilingual English/Spanish strongly preferred given Rivani’s community and Black Briar’s workforce Bachelor’s degree in Hospitality Management, Business, or a related field preferred; equivalent professional experience considered WHO YOU ARE A leader who sets the standard by living it - your presence on the floor raises the performance of everyone around you Deeply tenant-centric: you measure success by how tenants feel, not just by what the operational checklist says Calm under pressure and decisive when it matters - you don’t wait for someone else to solve problems that belong to you A developer of people: you give feedback directly and consistently, you coach in the moment rather than waiting for a review cycle, and you take genuine satisfaction in watching your team grow — not just perform Detail-oriented to the point of noticing what others miss - and disciplined enough to act on it immediately Energized by the complexity and pace of a living, breathing luxury environment where no two days are exactly alike Committed to the idea that front-of-house leadership is not a support function - it is the product WHAT MAKES US DIFFERENT Competitive benefits package provided. Details shared during the hiring process. Monday to Friday work schedule Onsite parking Rewards & Recognition program Black Briar Management is an equal opportunity employer committed to a diverse, inclusive, and high-performing workplace. Employment Type: Full Time Years Experience: 5 - 10 years Salary: $75,000 - $100,000 Annual Bonus/Commission: No