Senior Concierge Lead: Elevate Guest Experience

Aventura-Mall; Florida; On-site; USD 37,000 - 48,000; Full time

Job summary

Aventura Mall is seeking a Lead Concierge to serve as the primary leader at the Concierge Desk, overseeing day-to-day operations and guiding the concierge team. This role ensures services are delivered seamlessly in line with Turnberry’s standards and policies.

The Lead Concierge will supervise staff, coordinate workflows, and elevate the guest experience, setting the standard for excellence at the concierge desk.

Qualifications

• 1 year of customer service experience in a high-end retail store, hotel, or equivalent.
• Must be proficient in English; bilingual is a must and multilingual candidates preferred.
• Ability to multitask and handle pressure during busy times while maintaining service standards.
• Ability to handle cash/credit transactions.
• Maintain stamina and proper attitude while interacting with guests, management, and team members.

Responsibilities

• Supervise Concierge staff, coaching and guiding the team.
• Fill in for days off for Concierge Manager and related areas as needed.
• Follow standards and procedures to ensure adequate service per labor standards and occupancy.
• Maintain company programs and ensure service standards are met by the Concierge team.
• Assist with Concierge duties and guest requests, answer phones and emails.
• Communicate professionally with guests, team members, and other departments at the desk.
• Handle guest requests including gift cards, department orders, and directing guests to merchants.
• Maintain smooth communication across shifts and with Management, Corporate, and teams.
• Oversee inventory levels of supplies as needed.
• Complete projects in a timely manner as directed by the Concierge Manager.
• Assist with the gift card program as necessary.
• Assist with supervising Holiday Program activities.

Skills

Customer service

Bilingual

Multilingual

English proficiency

Job description

Aventura Mall is seeking a Lead Concierge to serve as the primary leader at the Concierge Desk, overseeing day-to-day operations and guiding the concierge team. This role ensures services are delivered seamlessly in line with Turnberry’s standards and policies.

The Lead Concierge will supervise staff, coordinate workflows, and elevate the guest experience, setting the standard for excellence at the concierge desk.