Guest Experience Lead: Concierge & Operations

SPS; New York (NY); On-site; USD 28,000 - 37,000; Full time

Benefits offered by this job

Career growth

Learning & Development

Bonuses

Paid time off

Benefits package

Job summary

SPS is seeking a Client Services Supervisor to lead the Lobby Concierge team and backfill Messenger Center operations in a fast-paced environment in New York, NY. You will supervise staff, coordinate schedules, and ensure exceptional tenant and visitor experiences.

The role requires strong customer service, excellent communication, and the ability to manage multiple priorities while maintaining policy compliance.

Qualifications

• 3+ years in client services, hospitality, or operations
• Supervisory experience managing 5–10 employees
• Strong customer service and relationship-building
• Excellent written and verbal communication
• Highly organized, detail-oriented, and able to multitask in a high-volume setting
• Strong computer proficiency

Responsibilities

• Lead, train, and coach Client Service Associates and backfills
• Manage team schedules, PTO, coverage, and after-hours staffing
• Conduct performance reviews and provide feedback
• Ensure accurate timekeeping and policy compliance
• Oversee daily Lobby Concierge operations and assist Messenger Center as needed
• Serve as liaison between tenants, visitors, management, and internal teams
• Greet VIP guests and support high-profile visits
• Maintain updated operations manuals and continuity plans
• Prepare quarterly reports and support business reviews
• Oversee uniform standards and related logistics

Skills

Customer service

Leadership

Communication

Organized

Detail-oriented

Multitask

Computer proficiency

Education

High School Diploma

Bachelor’s Degree preferred

Job description

SPS is seeking a Client Services Supervisor to lead the Lobby Concierge team and backfill Messenger Center operations in a fast-paced environment in New York, NY. You will supervise staff, coordinate schedules, and ensure exceptional tenant and visitor experiences.

The role requires strong customer service, excellent communication, and the ability to manage multiple priorities while maintaining policy compliance.