Front Desk Concierge

Raleigh, NC, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Weekend Shifts

Night Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional Development

flexible schedule

Job Description

Stratton Amenities is a premier provider of luxury front desk concierge services that caters specifically to high-end apartments and condominiums. Our commitment is to deliver an unparalleled hospitality experience for our associates, residents, and clients. With a strong reputation built on trust, professionalism, and outstanding service, Stratton Amenities is a leader in the luxury residential concierge sector. We pride ourselves on creating environments where residents feel valued and every interaction is an opportunity to enhance their living experience. Our company culture emphasizes excellence, dedication, and continuous improvement, ensuring that we consistently meet and exceed expectations in luxury hospitality services.

We are currently seeking a dynamic Lead Concierge to join our dedicated team. This pivotal role is designed for a passionate hospitality professional who is committed to creating memorable and high-quality experiences for our residents and guests. The Lead Concierge/Supervisor will be responsible for leading a team of concierge ambassadors, acting as the primary liaison between the property manager and the concierge team. This role demands a balance of leadership, communication, and hands-on hospitality service. The individual in this position will act as the face of the property, ensuring that every resident, guest, and prospect receives exceptional service tailored to their unique needs.

In this supervisory role, you will facilitate effective communication across teams, manage schedules, oversee payroll, and lead meetings to establish performance goals. Your leadership will be key in implementing accountability measures and disciplinary actions, as well as fostering a positive work culture. You will be responsible for developing and enforcing new Standard Operating Procedures (SOPs) that enhance concierge operations, ensuring smooth and efficient service delivery. The role includes participation in monthly regional director calls to align local performance with broader company goals.

A successful Lead Concierge at Stratton Amenities is detail-oriented, proactive, and highly motivated with excellent communication and relationship-building skills. You will also address resident concerns promptly, perform safety and security monitoring, and support amenity scheduling. This position demands flexibility as it requires working nights, weekends, and holidays to maintain service standards. Your ability to think clearly and make concise decisions under pressure will be essential in maintaining the property's prestige and delivering a five-star hospitality experience. Stratton Amenities offers an inclusive and supportive work environment where diversity is valued and encouraged.

Job Requirements

High school diploma or equivalent
Additional coursework or training in hospitality or customer service preferred
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
Flexibility to work nights, weekends, and holidays

Job Qualifications

At least five years of hospitality experience
Leadership and supervisory skills and experience
Training and development experience
Excellent verbal and written communication skills
Strong problem-solving and leadership abilities
Outstanding relationship-building skills
Ability to maintain confidentiality
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
Experience in hospitality, multifamily, or upscale hotel environments
Experience in a busy luxury retail environment
Must have experience delivering exceptional service

Job Duties

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
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