Concierge & Front Desk Operations Manager (Multi-Site)

PBS Facility Services; New York (NY); Hybrid; USD 65,000 - 105,000; Full time

Job summary

PBS Facility Service is seeking a Concierge & Front Desk Operations Manager for a multi-site portfolio in the Brooklyn and Tri-State area. You will lead doormen and concierge teams, ensuring exceptional service, safety, and adherence to PBS standards across properties.

The ideal candidate brings 3–5 years of supervisory experience in hospitality or residential property management, plus related union experience and a valid driver’s license.

Qualifications

• Minimum 3–5 years in a supervisory or management role within hospitality, building services, or residential property management.

Responsibilities

• Manage and motivate a team of doormen and concierge staff across properties, with regular site visits and coaching.
• Create biweekly schedules and manage attendance, ensuring coverage and prompt responses to emergencies.
• Train new hires on PBS service standards and SOPs to project a professional image and effective communication.
• Build relationships with property managers, supers, and residents; address complaints promptly and professionally.
• Review daily shift reports and CCTV events; document issues and escalate to Operations or HR as needed.
• Enforce Local 32BJ contract requirements and PBS policies; ensure safety, security, and confidentiality.
• Utilize scheduling and HR platforms; maintain records of communications, disciplinary actions, and site observations.
• Conduct building walkthroughs to ensure lobby presentation and guest interaction meet PBS standards.

Skills

Leadership

Team Management

Communication

Scheduling

HR Systems

Customer Service

Union Experience

Driver's License

Vehicle Ownership

Safety & Security

Tools

Scheduling software

CCTV systems

Job description

Job Description

Concierge & Front Desk Operations Manager– (Multi-Site)

Company:PBS Facility Service

Location:Brooklyn, NY (Tri-State Area Portfolio)

About the Role

The Doorman Supervisor plays a key leadership role within PBS Facility Service, overseeing multiple luxury residential properties across the tri-state area. This positionis responsible forensuring that every building’sdoormanand concierge team delivers exceptional service, adheres to PBS’s operational standards, andmaintainsthe highest level of professionalism.

This role requires a confident, hands-on leader who thrives in fast-paced environments, can make critical decisions under pressure, and understands the balance between hospitality and security. The ideal candidate will serve as both a mentor and an enforcer-developing team members through coaching and training, while also holding them accountable to PBS’s expectations and client requirements.

What You Will Do

• Manage and motivate a team ofdoormenand concierge staff across assigned properties. Conduct regular site visits tomonitorperformance, ensure coverage, and provide coaching where needed.
• Create and distribute biweekly schedules.Manage daily attendance, missed punches, and emergency coverage requests, ensuring all sites remain staffed without interruption.
• Train new hires and conduct refresher sessions using PBS service standards, including the Concierge Smile Guide and building-specific SOPs. Ensure that all employees project a professional image, communicate effectively, and follow building policies.
• Build strong relationships with property managers, supers, and residents. Address complaints promptly and professionally, ensuring quick resolution and client satisfaction.
• Review daily shift reports, incident summaries, and CCTV events. Document issues accurately and expedite them asappropriate toOperations or HR.
• Enforce adherence to Local 32BJ contract requirements, prevailing wage rules, and PBS policies. Ensure compliance with safety, security, and confidentiality standards.
• Utilizecompany’sdigitalplatforms for scheduling, attendance audits, and reporting. Maintain up-to-date records of employee communications, disciplinary actions, and site observations.
• Conduct building walkthroughs to ensure lobby presentation, uniform standards, and guest interaction meet PBS’s service expectations. Provide regular feedback to the Operations team to continuously improve service quality.

What It Takes to Be Successful

• Proven ability to lead by example, inspire professionalism, and foster accountability across a diverse team.
• Strong verbal and written communication skills, with the ability to manage sensitive conversations and convey professionalism in all interactions.
• Exceptional time management and follow-through skills, with the ability to balance multiple sites,shiftingschedules, and high-priority client requests.
• Calm and resourceful under pressure. Able to resolve personnel,tenant, or operational issues quickly while maintaining PBS’s reputation for reliability and service.
• Proficiency with scheduling and HR systems. Comfortable with reporting tools and digital communication platforms.
• Minimum of 3–5 years in a supervisory or management role within the hospitality, building services, or residential property management industry. Experience in union environments (Local 32BJ preferred) is a plus.
• Must own avehicle and possessavaliddriver'slicense.
• Flexibility to work evenings, weekends, and respond to emergencies asrequired.

Why PBS Facility Service

At PBS, we believe that every interaction at the front door sets the tone for the resident experience. Our supervisors play a key role in maintaining that standard of excellence-ensuring every doorman represents our brand with professionalism, warmth, and integrity. If you take pride in leadership, service, and accountability, we invite you to join our team.

Company Description

If your property looks good, you do too – and so do we. That’s what drives us and inspires us and pushes us to stay on top, as we bring our A game to every project. We’re acutely aware of how important your image is to y