Lead Concierge

Stratton Amenities; Plano (TX); Hybrid; USD 45,000 - 62,000; Full time

Job summary

Stratton Amenities, based in Plano, United States, seeks a dynamic Lead Concierge to lead a team of concierge ambassadors and to serve as the primary liaison between the property manager and staff, ensuring top-tier service for residents, guests, and prospects.

The ideal candidate has at least five years in hospitality with leadership experience, outstanding communication, and a passion for creating memorable experiences.

Qualifications

• Minimum five years of hospitality experience.
• Proven leadership and supervision abilities.
• Excellent verbal and written communication.
• Strong problem-solving and decision-making.
• Ability to maintain confidentiality and professional appearance.
• Customer-focused with superb interpersonal skills.

Responsibilities

• Lead a concierge team and coordinate with the property manager to deliver exceptional service.
• Oversee scheduling, payroll, and performance coaching.
• Develop SOPs and implement improvements to concierge operations.
• Address resident concerns promptly and professionally.
• Attend monthly regional calls and participate in staff meetings.
• Flexibility to work nights, weekends, and holidays.

Skills

Leadership

Communication

Problem-solving

Confidentiality

Ownership

Customer service

Interpersonal skills

Organized

Professional appearance

Decisiveness

Job description

Plano, United States

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

The Lead Concierge/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 memorable experiences.

Key Responsibilities:

• Act as the face of the property, 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
  

Secondary 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
  

Experience Requirements:

• 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
  

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.