Concierge Account Manager

Hawque Protection Group•Atlanta, GA

3d•$20 - $25•Onsite

About The Position

The Concierge Account Manager is a field-based operations leadership role responsible for supervising, scaling, and standardizing concierge-style security operations across multiple client locations. The role owns service quality, post order compliance, staffing stability, training consistency, and client satisfaction across the assigned concierge portfolio. The Security Concierge Account Manager serves as the primary leader for onsite Concierge Leads and ensures every site operates consistently through coaching, audits, performance management, and strong client relationships. During the initial launch and pilot phase of the division, this position is expected to actively work onsite at varying locations approximately one to two days per week to support process mapping, operational design, training execution, and service standard implementation. Following successful scale and operational consistency within the Atlanta market, the position will transition into a more traditional field operations account management structure with oversight responsibilities focused exclusively on concierge clients and teams.

Requirements

Field-based operations leadership experience
Experience in supervising, scaling, and standardizing operations
Proven ability to own service quality, post order compliance, staffing stability, training consistency, and client satisfaction
Experience in coaching, audits, performance management, and client relationship management
Ability to work onsite at varying locations approximately one to two days per week during the initial launch and pilot phase
Experience in developing and maintaining bench plans for staffing
Experience in onboarding and training new leads
Strong understanding of front desk etiquette, access control procedures, de-escalation techniques, and reporting standards
Ability to track performance metrics and provide trend reporting
Experience in maintaining documentation for coaching, policy concerns, and corrective action plans
Successful completion of all onboarding requirements, background verification, and employment eligibility documentation

Nice To Haves

Experience in the security industry
Experience in luxury hospitality expectations

Responsibilities

Own day-to-day execution and performance across the concierge security portfolio. Establish operational standards for appearance, customer experience, access control, reporting quality, and professionalism. Ensure each site maintains clear coverage plans, escalation procedures, and shift leadership consistency. Drive operational accountability and service excellence across locations.
Lead and manage onsite Security Concierge Leads as direct reports. Hold leaders accountable to measurable performance expectations and operational standards. Deliver coaching, recognition, corrective action, and performance management when appropriate. Conduct recurring check-ins and maintain documented action plans and follow-up. Ensure leads effectively train and develop their teams beyond routine site visits.
Conduct scheduled and surprise site audits to ensure post order compliance. Review daily activity reports, incident reports, operational logs, and site documentation. Identify recurring concerns and implement corrective action plans with ownership and timelines. Ensure licensing and compliance requirements are consistently maintained.
Serve as the primary operational point of contact for property management and client stakeholders. Attend client meetings and manage service concerns proactively and professionally. Communicate operational updates, staffing risks, incidents, and improvement initiatives. Maintain a service culture aligned with luxury hospitality expectations.
Partner with Scheduling and Recruiting to maintain staffing consistency. Develop and maintain bench plans for call-offs, peak demand periods, and emergency coverage. Coordinate staffing escalations and coverage approvals when necessary. Reduce turnover through strong leadership, accountability, and development.
Own onboarding and readiness of new Concierge Leads. Standardize training related to front desk etiquette, access control procedures, de-escalation techniques, and reporting standards. Implement repeatable coaching tools, checklists, scripts, and shift briefing processes. Ensure refresher training occurs consistently and is documented.
Track performance metrics and provide trend reporting to leadership. Maintain documentation for coaching, policy concerns, and corrective action plans. Deliver weekly and monthly operational summaries. Support incident investigations and after-action reviews.