Lead Concierge

New Rochelle, NY, USA|Onsite

Job Overview

Employment Type

Hourly

Compensation

Hourly

Range $21.00 - $22.00

Work Schedule

Weekend Shifts

Night Shifts

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid sick leave

Paid Time Off

Job Description

Stratton Amenities is a premier provider of luxury, hotel-style front desk concierge services tailored specifically for high-end apartment and condominium communities. Known for its dedication to delivering outstanding hospitality, the company prides itself on maintaining a polished and consistent experience for its associates, residents, and clients. With a deep commitment to service excellence, Stratton Amenities ensures that every interaction at its properties reflects the highest standards of professionalism, courtesy, and attentiveness. The company’s approach combines luxury hospitality principles with residential living, creating an atmosphere that feels both exclusive and welcoming. This unique blend of service positions Stratton Amenities as a leader in the concierge services industry for upscale residential environments.

The role of Lead Concierge & Supervisor at Stratton Amenities presents an exciting opportunity for experienced and confident hospitality professionals to lead front desk operations and manage a dedicated concierge team. As the primary on-site leader and liaison between property management and the concierge staff, the Lead Concierge plays a critical role in ensuring operational consistency, service excellence, and accountability. This position is responsible for acting as the face of the property, embodying professionalism, and setting high standards that the entire team follows. Beyond managing daily operations, the Lead Concierge serves as an essential point of contact, addressing resident concerns promptly and professionally while maintaining smooth communication channels with property managers. The role encompasses team leadership duties including scheduling, payroll oversight, performance management, coaching, and conducting regular meetings focused on continuous improvement.

Beyond leadership responsibilities, the Lead Concierge ensures that all standard operating procedures are current and enforced, promoting operational efficiency and consistent service delivery. This role requires a candidate who thrives in a fast-paced, luxury environment, capable of fostering a positive, professional team culture, and maintaining the highest levels of guest service standards. Flexibility in working nights, weekends, and holidays is necessary given the nature of residential environments. The position offers a competitive pay range of $21 to $22 per hour and provides benefits such as health, dental, and vision insurance, paid sick leave, and paid time off. Stratton Amenities embraces diversity and inclusion as fundamental values and encourages qualified candidates from all backgrounds to apply. This leadership role is ideally suited for individuals passionate about hospitality, with a proven track record of managing high-performing teams and delivering exceptional service in luxury settings.

Job Requirements

minimum of five years of hospitality or luxury customer service experience
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
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
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

Job Qualifications

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

Job Duties

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