Lead Concierge

Sunny Isles Beach, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Weekend Shifts

Job Description

Aventura Mall, located in Aventura, Florida, is one of the largest and most renowned shopping destinations in the United States. It is home to a vast variety of luxury brands, dining options, and entertainment venues, attracting millions of visitors annually. Operated by Turnberry Associates, a company known for its commitment to excellence and high standards in property management, Aventura Mall places a strong emphasis on delivering exceptional customer service and an unparalleled shopping experience. The mall’s Concierge Desk plays a pivotal role in ensuring guests receive the highest level of personalized service, making their visit memorable and enjoyable.

The Lead Concierge position at Aventura Mall is a critical leadership role responsible for overseeing the daily operations of the Concierge Desk. Serving as the primary point of contact and leader for the concierge team, this role involves supervising staff, coordinating workflows, and guaranteeing the seamless delivery of concierge services. The Lead Concierge sets the standard for professionalism and excellence, ensuring that all interactions with guests, team members, and external partners reflect Turnberry's commitment to hospitality and quality.

This role requires a dynamic individual who can manage multiple tasks efficiently while maintaining the highest service standards. The Lead Concierge oversees various responsibilities, including coaching staff, filling in during absences, maintaining inventory, and supporting the execution of special programs like the Holiday Program. The role also demands a hands-on approach, where the Lead Concierge regularly assists with guest requests, phone and email communications, sales transactions, and directional guidance within the mall.

In addition to leadership responsibilities, the ideal candidate will embody professionalism, patience, and excellent communication skills. They must handle pressure during peak periods while continuing to elevate the guest experience. The position requires physical stamina to sit and stand for extended periods, perform fine manipulation tasks, and work indoors and outdoors. Flexibility is also essential, as the role includes working weekends, holidays, and varied shifts.

The Lead Concierge at Aventura Mall is not only a managerial position but also an ambassador of the mall, embodying its values and ensuring that every visitor feels valued and appreciated. This employment type is typically full-time, offering competitive compensation in line with industry standards and the experience level of the candidate. The position provides an opportunity to work in a fast-paced, prestigious retail environment that values teamwork, dedication, and excellence.

Joining the team at Aventura Mall means becoming part of a vibrant community dedicated to creating memorable experiences for guests. The Lead Concierge will collaborate closely with mall management, marketing teams, and frontline staff to maintain high service standards and foster an environment of continuous improvement. Successful candidates can expect an engaging and rewarding career path with opportunities for growth within Turnberry Associates and the broader retail management industry.

Job Requirements

Minimum 1 year of customer service experience in a high-end retail store, hotel or equivalent
Proficient in English verbal and written
Ability to multitask and handle pressure during busy times while maintaining standards of service
Ability to handle cash and credit transactions
Strong computer skills
Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, team members and outside contacts under pressure meeting deadlines
Must be able to sit and stand for a long period of time
Must be able to perform simple grasping and fine manipulation
Must be able to work indoors and outdoors
Must be able to work weekends and holidays, opening and or closing

Job Qualifications

Minimum 1 year of customer service experience in a high-end retail store, hotel or equivalent
Proficient in English verbal and written, bilingual preferred, multilingual candidates preferred
Ability to multitask and handle pressure during busy times while maintaining standards of service
Ability to handle cash and credit transactions
Strong computer skills
Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, team members and outside contacts under pressure meeting deadlines

Job Duties

Supervise concierge staff by coaching and providing guidance correcting work
Fill in for days off, vacations, etc. for the Concierge Manager and related areas when deemed necessary
Follow standards and procedures for work for the Concierge and daily assignments to ensure adequate service according to labor standards and occupancy
Maintain company programs and ensure service standards are met by the Concierge team
Assist with Concierge duties, responding to guests using standards of service, resolving guest requests, answering phone calls
Approach all encounters with guests, team members, other departments personnel, mall management and corporate in a professional and personalized manner at the reception area and the Concierge Desk
Perform a variety of guest requests including gift card sales, department supply orders, answering phones, emails, covering various areas, entering sales, and directing guests to merchant locations
Maintain consistent and effective communication flow between shifts among team members, management, corporate and team members
Oversee inventory levels pertaining to supplies on a needed basis
Complete projects in a timely manner as required by the Concierge Manager
Assist with the gift card program if necessary
Assist with the supervision of the Holiday Program including Gift Wrapping station, Santa's Set, Model Train