Manager, Building Experience & Standards

PBS Facility Service; New York (NY); On-site; USD 85,000 - 110,000; Full time

Job summary

PBS Facility Service in Brooklyn, NY seeks a Manager of Building Experience & Standards to lead concierge and front‑of‑house teams with a hospitality‑first mindset. You’ll set service expectations, coach staff, and ensure consistent, professional interactions across our residential portfolio.

You will oversee concierge, doormen, and amenity staff, implement SOPs, and collaborate with PBS leadership on resident experience initiatives and seasonal programs.

Qualifications

• BA in Hospitality Management or related field.
• 3–5 years of experience in residential concierge, luxury hotel operations, or hospitality-focused property management.
• Ability to lead frontline service teams and maintain consistent standards.
• Experience training concierge and doorman staff on service and building protocols.
• Bilingual English and Spanish preferred.
• Proficiency with Microsoft Office and basic property management/visitor software.
• Willingness to travel across the tri-state area and occasional evenings/weekends.

Responsibilities

• Supervise concierge, front desk, doormen, and amenity staff for white-glove service.
• Train frontline staff on hospitality protocols, tone, and problem-solving.
• Conduct site visits to assess service quality and resident satisfaction.
• Create and maintain hospitality SOPs, checklists, and communication protocols.
• Support daily concierge tasks including guest management and package rooms.
• Liaise between PBS management, property owners, and site teams.
• Provide real-time coaching to staff to correct issues.
• Lead onboarding and refresher training across the portfolio.
• Build a culture of professionalism, warmth, and PBS Service Code adherence.
• Partner with leadership on resident experience initiatives and brand-aligned improvements.

Skills

Frontline leadership

Hospitality operations

Staff training

Customer service standards

Bilingual English/Spanish

Microsoft Office

Property management systems

Site travel

Evening/weekend availability

Education

BA in Hospitality Management

Tools

Microsoft Office

Property management systems

Visitor management software

Job description

PBS Facility Service | Brooklyn, NY | Full-Time | On-Site

About The Role

At PBS Facility Service, we believe that exceptional resident experiences start with exceptional people. As Manager of Building Experience & Standards, you will lead the charge in delivering a hospitality-first culture across our residential portfolio. This role focuses on the daily execution of concierge and front‑of‑house services, ensuring every resident interaction reflects professionalism, warmth, and the high standards that define the PBS brand. You will oversee concierge, doormen, and amenity staff; implement hospitality-driven protocols; and act as the key link between site‑level service and executive‑level expectations. If you have a background in luxury service and a passion for building high‑performing teams, this role offers an opportunity to shape how residents experience home.

What you will do

• Supervise concierge, front desk, doormen, and amenity staff across assigned buildings to ensure consistent white‑glove service and professional presentation.
• Train frontline staff on hospitality protocols, tone of voice, resident interaction, uniform standards, and problem‑solving approaches.
• Conduct regular site visits to assess service quality, staff performance, resident satisfaction, and adherence to PBS standards.
• Create, implement, and maintain hospitality-focused SOPs, checklists, and communication protocols for all front‑of‑house staff.
• Monitor and support the daily execution of key concierge tasks such as guest management, package room, and resident and building management concerns.
• Serve as a liaison between PBS management, property owners, and site‑level concierge teams to align service goals and ensure a unified building experience.
• Provide real‑time coaching and feedback to staff to correct service issues and reinforce positive performance.
• Lead onboarding for new concierge and front desk hires and oversee recurring refresher training sessions across the portfolio.
• Build and maintain a culture of professionalism, warmth, and attention to detail in all resident interactions in adherence to ‘The PBS Service Code’.
• Partner with PBS leadership to launch resident experience initiatives, seasonal engagement programs, and brand‑aligned service enhancements.

What it takes to be successful

• BA in Hospitality Management, 3–5 years of experience in residential concierge, luxury hotel operations, or hospitality‑focused property management.
• Demonstrated ability to lead frontline service teams and maintain consistent customer experience standards.
• Experience training concierge and doorman staff on service, communication, and building protocols.
• Strong interpersonal and leadership skills — able to inspire, coach, and correct professionally.
• Bilingual in English and Spanish preferred.
• Proficient with Microsoft Office and basic familiarity with property management systems or visitor software.
• Ability to travel to multiple sites across the tri‑state area as needed.
• Availability for occasional evening or weekend site visits and service support.

Why Work at PBS Facility Service?

PBS Facility Service is redefining front‑of‑house building operations by blending professional facility services with elevated hospitality standards. As Manager of Building Experience & Standards, you will play a key role in shaping the way residents experience their homes, through service consistency, staff excellence, and a strong hospitality‑first culture.