Guest Experience Lead — Concierge Supervisor

Caruso; Los Angeles (CA); On-site; USD 32,000 - 36,000; Full time

Job summary

Caruso is seeking a hands-on Concierge Supervisor in Los Angeles to lead the Concierge team, support the Concierge Manager, and ensure exceptional guest experiences across the property. The role demands managing daily operations, training Ambassadors, and stepping in as Manager on Duty during weekends and peak times.

The successful candidate will demonstrate initiative, strong problem-solving skills, adaptability, and uphold Caruso policies and standards in a high-volume, luxury environment.

Qualifications

• Minimum 3 years of experience in hospitality, property management, or related field.
• Proven ability to manage and motivate a team.
• Strong organizational and time-management skills.
• Ability to handle escalations professionally and tactfully.
• Flexibility to work varied schedules, including weekends and holidays.
• Self-manage with initiative and follow-through.

Responsibilities

• Supervise and lead the Concierge team by example, ensuring adherence to service standards.
• Oversee day-to-day Concierge operations, including scheduling and desk flow.
• Train, mentor, and coach Ambassadors on service delivery and brand standards.
• Provide timely feedback, document concerns, and escalate issues per procedures.
• Conduct regular one-on-one meetings to address concerns and development goals.
• Assume Concierge Manager duties in absence of Manager; provide direction as needed.
• Regularly serve as Manager on Duty (MOD) on weekends for operational issues.
• Oversee the WOW Card program and ensure participation; complete WOW moments to lead by example.
• Prepare and submit the monthly WOW Program report to Property Management.
• Manage holiday activations staffing and sales for events portfolio-wide.
• Be on-site and available by 10:00 AM daily to support Concierge Desk operations.
• Divide time between Desk and back office to meet business needs.
• Monitor Concierge Desk via camera and radio to identify guest flow and gaps.
• Monitor desk staffing levels and adjust coverage as needed.
• Conduct signage audits and report damages or updates needed.
• Escalate complex guest/tenant inquiries and resolve issues to completion.
• Collect guest feedback and communicate it to the Concierge Manager.
• Attend property, department, and leadership meetings and relay updates to the team.
• Coordinate with property departments, tenants, service providers, and partners to deliver seamless experiences.
• Partner with local businesses to curate exclusive guest experiences.
• Maintain knowledge of the property and Los Angeles hospitality landscape.
• Maintain and update property information, logs, SOPs, and operation trackers.
• Handle administrative tasks including reporting, payroll oversight, and deposits.
• Ensure uniform/grooming compliance and monthly inventory reviews.
• Uphold policies, safety standards, and guest confidentiality; promote professionalism.
• Collaborate with Concierge Manager on service enhancements and team development.
• Provide regular recognition for high performance and foster collaboration.

Skills

Team leadership

Guest service

Conflict resolution

Communication

Adaptability

Tools

MS Office Suite

Property management systems

Job description

Caruso is seeking a hands-on Concierge Supervisor in Los Angeles to lead the Concierge team, support the Concierge Manager, and ensure exceptional guest experiences across the property. The role demands managing daily operations, training Ambassadors, and stepping in as Manager on Duty during weekends and peak times.

The successful candidate will demonstrate initiative, strong problem-solving skills, adaptability, and uphold Caruso policies and standards in a high-volume, luxury environment.