Lead Concierge (Overnights)

Job Description

Stratton Amenities, a premier provider of luxury front desk concierge services for high-end apartments and condominiums, is seeking a dynamic Lead Concierge to join our team. We are dedicated to creating an unparalleled hospitality experience for our associates, residents, and clients.

The Lead Concierge/Supervisor will be responsible for leading a dedicated team of concierge ambassadors, acting as the primary liaison between the property manager and the concierge team, and ensuring the delivery of exceptional service to our residents, guests, and prospects. The ideal candidate will have a passion for hospitality and a commitment to creating memorable experiences.

Key Responsibilities:

Act as the face of the property, leading by example

Facilitate communication between the property manager and the concierge team

Exceed expectations by providing anticipatory service and smooth accommodation

Address resident concerns and complaints promptly and professionally

Conduct weekly meetings with the property manager to identify areas for improvement

Manage team schedules and oversee weekly payroll

Hold monthly staff meetings and conduct one-on-one meetings with each associate to set performance goals

Implement and enforce accountability measures, disciplinary action, and performance coaching

Develop and implement new SOPs to continually improve concierge operations

Foster a positive work culture and environment

Enforce uniform and grooming standards

Participate in monthly regional director calls

Position Requirements:

A passion for delivering exceptional service and hospitality

Excellent verbal and written communication skills

Strong problem-solving and leadership abilities

Outstanding relationship-building skills

Ability to maintain confidentiality

A sense of pride and ownership in the position and property

Ability to respond quickly and genuinely to residents' and guests' requests

At least five years of hospitality experience

Exceptional interpersonal skills and guest service abilities

Organized, proactive, productive, and self-motivated with a positive attitude

Ability to maintain a neat and professional appearance

Ability to think clearly and make concise decisions under pressure

Secondary Responsibilities:

Build rapport and relationships with residents

Maintain professional telephone etiquette and message delivery

Log resident packages accurately, ensure timely delivery, and conduct package inventory audits

Monitor lobby and surveillance cameras and patrol property to ensure resident safety and security

Assist in scheduling and completing amenities' requests

Escort individuals as necessary

Walk the premises to ensure the highest standards are being met

Perform all other duties as assigned by the property manager or per property SOP's

Flexibility to work nights, weekends, and holidays

Experience Requirements:

• Leadership and supervisory skills and experience
• Training and development experience
• Exceptionally enthusiastic and positive individual
• 2 years' experience in Hospitality, Multifamily or Upscale Hotel
• 2 years' experience in a busy luxury retail environment
• Must have experience delivering exceptional service

Stratton Amenities is an equal opportunity employer. We believe in the power of diversity and inclusion in creating connections and fostering a culture of service.