Lead Concierge

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 committed to delivering an elevated hospitality experience that reflects our core values of service excellence, integrity, and innovation.

The Lead Concierge/Supervisor is responsible for leading a dedicated team of concierge ambassadors, ensuring top-tier service to residents, guests, and prospects, and serving as the primary liaison between the concierge team and property management. This role requires a hands-on, hospitality-driven professional with the ability to oversee operations, mentor staff, and resolve issues proactively—including basic property support tasks.

Key Responsibilities

• Serve as the face of the property, providing warm, professional, and anticipatory service

• Lead, coach, and mentor the concierge team, setting an example in hospitality and conduct

• Coordinate daily operations and team scheduling; oversee payroll and coverage

• Maintain open communication with the property manager and proactively address concerns

• Handle resident feedback and complaints promptly, with diplomacy and discretion

• Facilitate weekly meetings with property management and monthly team performance check-ins

• Oversee grooming and uniform compliance, fostering a polished and professional image

• Enforce service standards and implement new SOPs to drive continuous improvement

• Develop performance goals and implement disciplinary or coaching measures when needed

• Participate in monthly regional calls and contribute to operational strategy discussions

• Promote a culture of ownership, respect, and positivity within the team

Light Maintenance Responsibilities

• Respond to basic maintenance requests (e.g., light bulb replacement, minor fixture adjustments, unclogging drains)

• Conduct routine inspections of common areas and report or resolve minor maintenance issues

• Assist with seasonal upkeep (e.g., changing HVAC filters, cleaning light fixtures)

• Collaborate with on-site maintenance staff and vendors to coordinate repairs or follow-ups

• Maintain a log of maintenance requests and ensure timely completion

• Support emergency response procedures when needed, including securing areas or assisting during outages

Position Requirements

• A passion for luxury hospitality and delivering exceptional service

• Excellent verbal and written communication skills

• Strong problem-solving skills and the ability to stay composed under pressure

• Proven leadership, coaching, and team development abilities

• Strong organizational skills and attention to detail

• Ability to maintain confidentiality and professionalism at all times

• At least five (5) years of experience in hospitality, multifamily, or upscale residential/hotel settings

• Minimum two (2) years in a supervisory role with staff training experience

• Experience in light facility maintenance or familiarity with property upkeep preferred

• Proficient with reporting, scheduling, and basic digital communication platforms

• Flexible availability including nights, weekends, and holidays

Secondary Responsibilities

• Build and maintain rapport with residents and guests

• Answer phones and take detailed messages with professionalism and courtesy

• Manage package logging, delivery, and conduct regular inventory checks

• Monitor lobby and cameras for security purposes; patrol common areas as needed

• Assist with amenity scheduling and ensuring timely setup or cleanup

• Escort residents or vendors as needed for safety and protocol adherence

• Perform duties as assigned per property SOPs or by the property manager

Stratton Amenities is an equal opportunity employer.

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.