Lead Concierge; Lora

Job Overview

The Lead Concierge is a key member of the property management team, supervising the Concierge team and developing and overseeing community activities including participatory and spectator events. The Lead Concierge builds and fosters professional relationships with residents, works independently with minimal oversight, provides direction to the Concierge department, and supports the on‑site management office with a variety of administrative initiatives. This role requires superior customer service, detailed knowledge of company policy, and adherence to all Standard Operating Procedures while holding the Concierge and Valet staff accountable to performance standards.

The Lead Concierge confirms completion of all work orders, audits Guest Suite and Common Area reservations, and oversees billing and collection of resident‑billed services.

The successful candidate must possess strong communication, telephone, and customer service skills, be highly detail‑oriented, able to multitask, and understand and react to emergency response and access control procedures.

• Manage Guest Suite and Common Area reservations.
• Suggest and update community policies and procedures.
• Collect forms, deposits, fees, insurance requirements, etc., for each reservation.
• Respond to resident and Board of Director goals related to amenity rooms and community engagement.
• Attend committee, staff, and other meetings as required.
• Provide training for new‑hire Concierge staff and supervise the Concierge team.
• Track activity logs for shifts and incident reports for manager review.
• Coordinate weekly schedule and review vacation and day‑off requests.
• Demonstrate excellent customer service, communication, and time‑management skills.
• Provide concierge services to residents including, but not limited to, dry cleaning and package delivery.
• Respond to emergency situations in a timely and efficient manner.
• Monitor and control access to the property.
• Maintain logs, records, and forms.
• Resolve and follow up on all complaints/issues.
• Follow safety procedures and maintain a safe work environment.
• Assist the Manager with administrative tasks and special requests such as mailings.
• May be assigned other duties by management. Hours are flexible and include nights, weekends, and holidays. The applicant will spend dedicated time in both the Concierge department and managing resident events each week.

• Associate’s degree or equivalent combination of education and experience required; high school diploma or equivalency also required.
• College‑level courses in business or hospitality preferred.
• Enthusiastic, energetic, outgoing with a background in recreation and/or social event planning.
• Excellent verbal, written, and public‑speaking communication skills.
• Ability to build relationships with adults of all ages.
• Strong knowledge of customer service principles and practices.
• Experience in customer relationship development and client retention a plus.
• Friendly, courteous, service‑oriented, and enjoy working with a variety of people.
• Strong organizational skills and ability to manage multiple competing priorities.
• Ability to work independently with minimal supervision.
• Solid time‑management skills.
• Minimum of 5 years of program development experience, including assessing, designing, and implementing vocational, educational, or social programs.
• Two to three years of high‑end/luxury hospitality or property management experience preferred.
• Proficient use of Microsoft Office; basic command of information system hardware/software preferred.

As a full‑time non‑exempt associate, you will be eligible for comprehensive benefits, including multiple medical, dental and vision plans, paid time off, holidays, and a 401(k) with company match. Occasional travel may be required for training and company functions.

$25 – $27 per hour

This is not an all‑inclusive job description; management may assign or reassign schedules, duties, and responsibilities to this role at any time.