Lead Concierge
Stratton AmenitiesJobsCloseBy Editorial Insights
Stratton Amenities is seeking a dynamic Lead Concierge to guide a team of concierge ambassadors on site at luxury properties in Plano, Texas, acting as the main liaison between the property manager and staff while delivering anticipatory service to residents, guests, and prospects. The role emphasizes leading by example, managing schedules and payroll, conducting weekly manager meetings, developing and enforcing SOPs, coaching for performance, maintaining confidentiality, and upholding a polished, professional guest experience. Ideal candidates have at least five years in hospitality or upscale settings, strong communication and problem solving abilities, and a proven track record of relationship building under pressure. To apply, tailor your resume to highlight supervisory experience, concrete service outcomes, and include a thoughtful cover letter outlining how you would elevate our properties.
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
- Outstanding relationship-building skills
- 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
- Maintain professional telephone etiquette and message delivery
- 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.