Guest Experience Lead — Concierge

The St. James Group; Springfield, Northern (VA, KY); Hybrid; USD 2,066,000 - 3,168,000; Full time

Benefits offered by this job

Complimentary membership

Opportunities for advancement

Dynamic work environment

Employee discounts

Job summary

The St. James in Springfield, VA seeks a Concierge Shift Lead to guide the concierge team and serve as the primary contact for members, guests, and staff.

This full-time, on-site role focuses on delivering a smooth, high-quality guest experience in a dynamic, hospitality-driven environment. You’ll lead a team during your assigned shift, ensure service standards, handle guest concerns with professionalism, and collaborate with other departments during events and peak times.

Qualifications

• GED required.
• 2+ years of experience in a customer service leadership or supervisory role.
• Background in hospitality, sports/recreation, or fitness/wellness environments preferred.
• Excellent communication and interpersonal skills; ability to lead a team in a fast-paced setting.

Responsibilities

• Serve as the lead point of contact for all guest interactions during your shift.
• Deliver top-tier customer service to members, guests, and prospective clients.
• Oversee and support the concierge team in managing daily operations.
• Resolve guest concerns and complaints with empathy, urgency, and professionalism.
• Ensure attendance, uniform, and service standards are adhered to by team members.
• Maintain a safe, clean, and welcoming front-of-house environment.
• Collaborate with other departments during high-traffic times and major events.
• Monitor schedules, shift coverage, and escalate staffing concerns as needed.

Skills

Customer service leadership

Team motivation

Communication skills

Problem solving

Attention to detail

Education

GED

Job description

The St. James in Springfield, VA seeks a Concierge Shift Lead to guide the concierge team and serve as the primary contact for members, guests, and staff.

This full-time, on-site role focuses on delivering a smooth, high-quality guest experience in a dynamic, hospitality-driven environment. You’ll lead a team during your assigned shift, ensure service standards, handle guest concerns with professionalism, and collaborate with other departments during events and peak times.