Lead Concierge

Stratton Amenities; Austin (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

Stratton Amenities in Austin, TX seeks a Front Desk Supervisor to lead a concierge team and ensure exceptional service for residents and guests. You will coordinate with the Property Manager, maintain standards, and drive operational excellence through SOPs and proactive coaching.

We value hospitality experience, strong leadership, and excellent communication. This role requires hands-on supervision, discretion, and a polished appearance in a luxury residential setting.

Qualifications

• At least five years of hospitality experience.
• Excellent verbal and written communication.
• Strong leadership and problem-solving abilities.

Responsibilities

• Lead a concierge team and liaise with property manager.
• Ensure exceptional service to residents, guests, and prospects.
• Conduct weekly meetings and manage payroll.
• Develop SOPs and foster a positive work culture.
• Address resident concerns promptly.

Skills

Hospitality experience

Leadership abilities

Communication skills

Problem solving

Confidentiality

Professional appearance

Job description

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

The Front Desk 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 exemplary experiences.

Key Responsibilities

• Act as the face of the property and leading by example
• Facilitate communication between the property manager and the concierge team
• Exceed expectations by providing anticipatory service and smooth accommodations
• 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
• 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

Other Responsibilities

• Build rapport and relationships with residents
• 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

Qualifications

• 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

Austin, United States

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.