Concierge Supervisor

Overview

Join our team as Concierge Supervisor for a high-rise HOA community, where you'll lead the front-line concierge team responsible for resident experience, building access, and 24/7 emergency response. This role offers an exciting opportunity to apply your leadership, service, and operational skills in a fast-paced, high-intensity environment. As Concierge Supervisor, you will hire, train, and manage the concierge staff, develop standard operating procedures, and serve as a key point of contact for residents, vendors, and the Property Manager.

Duties

• Supervise the daily operations of the concierge desk, ensuring consistent, professional coverage and service standards.
• Recruit, interview, hire, and onboard concierge staff.
• Train new and existing team members on procedures, systems, building policies, and customer service expectations.
• Develop, document, and maintain Standard Operating Procedures (SOPs) for concierge operations, including emergency response protocols.
• Create and manage staff schedules, ensuring adequate 24/7 coverage, including holidays and weekends.
• Serve as the primary point of escalation for concierge staff, responding to emergencies and urgent building issues at any hour.
• Monitor and enforce building access control, visitor management, and package/delivery procedures.
• Conduct regular performance evaluations, coaching, and disciplinary action as needed to maintain a high-performing team.
• Maintain accurate incident reports, shift logs, and communication records for handoff between shifts.
• Coordinate with the Property Manager, Assistant Property Manager, and vendors on building operations affecting the concierge team (fire/life safety systems, elevators, deliveries, contractor access, etc.).
• Ensure compliance with emergency preparedness protocols, including fire drills, evacuation procedures, and coordination with first responders when needed.
• Uphold and enforce professional appearance and conduct standards for the concierge team.

Skills

• 5+ years of experience supervising or managing a concierge, front desk, or guest services team, preferably in a high-rise residential or hospitality setting.
• Proven experience hiring, training, and developing staff.
• Experience creating and implementing SOPs and emergency response protocols.
• Strong scheduling and staffing management skills, with ability to ensure 24/7 coverage.
• Ability to respond to emergencies at any hour, including nights, weekends, and holidays.
• Excellent written and verbal communication skills.
• Strong customer service orientation with the ability to de-escalate resident concerns professionally.
• Working knowledge of building access control and visitor management systems (e.g., BuildingLink or similar) preferred.
• Familiarity with fire/life safety protocols and emergency preparedness procedures.
• Strong organizational skills and attention to detail.
• Professional demeanor and appearance required at all times.
• Ability to remain calm and effective under pressure in high-intensity situations.

Start date: Immediate

Pay: $25.00 - $28.00 per hour

Work Location: In person