Lead Concierge

Stratton Amenities is a premier provider of luxury, hotel-style front desk concierge services for high-end apartment and condominium communities. We are committed to delivering a consistent, polished, and hospitality-driven experience for our associates, residents, and clients.

We are seeking an experienced, confident, and service-driven 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, accountability, and operational consistency.

• 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

• Manage team schedules and oversee accurate weekly payroll submission

• Lead monthly staff meetings and conduct one-on-one check-ins focused on performance, expectations, and development

• Implement performance coaching, corrective action, and accountability measures as needed

• Develop, update, and enforce concierge SOPs to improve service quality and operational efficiency

• Ensure compliance with uniform, grooming, and presentation standards

• Foster a positive, professional, and service-focused team culture

• Participate in monthly regional leadership calls and initiatives

• Strong passion for hospitality and service excellence

• Excellent verbal and written communication skills

• Proven leadership and team management abilities

• Strong problem-solving and decision-making skills

• Ability to build and maintain professional relationships with residents, clients, and team members

• High level of discretion and ability to maintain confidentiality

• Strong sense of ownership and accountability for the property and team

• Ability to remain calm and decisive under pressure

• Minimum of five years of hospitality or luxury customer service experience

• Exceptional interpersonal and guest service skills

• Highly organized, proactive, and self-motivated

• Professional appearance and demeanor at all times

• Flexibility to work nights, weekends, and holidays as required

• Build rapport and maintain strong relationships with residents

• Maintain professional telephone etiquette and accurate message handling

• Log, track, and audit resident packages and deliveries

• Monitor lobby activity, surveillance cameras, and conduct property walks to ensure safety and standards

• Assist with coordinating amenity and resident service requests

• Escort residents, guests, or vendors as necessary

• Perform routine walkthroughs to ensure cleanliness, safety, and presentation standards

• Perform additional duties as assigned by the property manager or outlined in property SOPs

• Prior leadership or supervisory experience required

• Experience training, coaching, and developing team members

• Minimum of two years of experience in hospitality, luxury residential, multifamily, or upscale hotel environments

• Minimum of two years of experience in a fast-paced, customer-facing luxury retail or service environment preferred

• Demonstrated track record of delivering exceptional service

Stratton Amenities is an equal opportunity employer. We believe diversity and inclusion are essential to building strong teams, meaningful connections, and a culture rooted in service.