Concierge Supervisor

Lead Residential Concierge/Front Desk Supervisor

We are in search of a hospitality superstar to lead a small team of concierge ambassadors and provide exceptional service for our residents, guests and prospects in our luxury residential high rise in Downtown San Jose. The ideal candidate is passionate about providing exceptional hospitality and memorable experiences.

Lead Concierge Primary Responsibilities

· Lead by example and become the face of the property

· Communication and liaison between the property manager and the concierge team

· Exceed residents' and guests' expectations by providing anticipatory service and ensuring smooth accommodations

· Handle all resident concerns and complaints

· Conduct weekly meetings with the property manager to brainstorm opportunities for improvement

· Manage team schedules and submit weekly payroll

· Manage schedule requests and call offs

· Hold monthly staff meetings

· Set expectations and inspect what we expect

· Monthly one-on-one meetings with each associate and set performance goals

· Implement and enforce accountability, disciplinary action and performance coaching

· Conduct final interview, on-board and train new team members

· Implement and develop new SOP’s to continually improve concierge operations

· Create a positive culture and work environment

· Enforce Uniform and Grooming Standards

· Participate in the regional monthly director call

Position Requirements

· Passion to deliver exemplary service and hospitality

· Excellent verbal and written communication skills

· Excellent problem-solving and leadership skills

· Outstanding rapport and relationship building skills

· Ability to maintain confidentiality

· Takes pride and ownership in the position and property

· Ability to listen and react quickly to residents’ and guests’ requests in a genuine manner

· Have at least five years of hospitality experience

· Possess amazing interpersonal skills and exceptional guest service abilities

· Be organized, proactive, productive and self-motivated showing a positive attitude

· Maintain a neat and professionally well-groomed appearance

· Think clearly, quickly and efficiently and make concise decisions even under pressure

Secondary Responsibilities

· Build rapport and build relationships with residents

· Professional telephone etiquette and message delivery

· Accurately log resident packages, ensure timely delivery and perform package inventory audits

· Monitor lobby and surveillance cameras and patrol property to ensure resident safety and security

· Assist in the scheduling and completion of all amenities’ requests including local transportation, residents’ move-ins, dinner reservations, pet walking, dry-cleaning pick-ups and drop-offs, event planning, grocery and package delivery, housekeeping, etc.

· Escort people if 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

· Must be able to work flexible schedules including nights, weekends and holidays

Experience Requirements:

· Leadership and supervisory skills and experience

· Training and development experience

· Exceptionally enthusiastic and positive individual

· 5 years’ experience in Hospitality, Multifamily or Upscale Hotel

· 5 years’ experience in luxury busy retail environment

· Must have experience delivering exceptional service

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Hospitality: 2 years (Preferred)
• Concierge: 1 year (Preferred)
• Front Desk Supervisor: 1 year (Preferred)
• Management: 1 year (Preferred)
• Hotel: 1 year (Preferred)
• Guest services: 4 years (Preferred)

Work Location: Multiple Locations