Senior Concierge & Guest Experience Leader

Stratton Amenities; Fort Worth (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Stratton Amenities in Fort Worth, TX seeks an experienced Lead Concierge to oversee front desk operations and lead a dedicated concierge team. This role serves as the primary on-site leader and liaison between property management and the concierge team, ensuring service excellence and accountability.

The Lead Concierge will implement SOPs, coach staff, and maintain high presentation standards while coordinating with regional leadership.

Qualifications

• Minimum of five years of hospitality or luxury customer service experience.
• Experience in leading and training teams is preferred.
• Strong interpersonal and guest service skills.

Responsibilities

• Act as the on-site leader and face of the property, setting the standard for professionalism and service.
• Serve as the primary point of contact between the property manager and the concierge team.
• Deliver and model exceptional, anticipatory service for residents, guests, and prospects.
• Address resident concerns and complaints promptly and professionally.
• Conduct regular meetings with the property manager to review service levels and identify improvement opportunities.
• Log, track, and audit resident packages and deliveries.
• Monitor lobby activity, surveillance cameras, and conduct property walks to ensure safety and standards.

Skills

Leadership

Customer service

Communication

Problem solving

Discretion

Team management

Organization

Hospitality

Job description

Stratton Amenities in Fort Worth, TX seeks an experienced Lead Concierge to oversee front desk operations and lead a dedicated concierge team. This role serves as the primary on-site leader and liaison between property management and the concierge team, ensuring service excellence and accountability.

The Lead Concierge will implement SOPs, coach staff, and maintain high presentation standards while coordinating with regional leadership.