Concierge & Front Desk Operations Manager (Multi-Site)

PBS Facility Service • Brooklyn, NY

7d • Hybrid

About The Position

The Concierge & Front Desk Operations Manager (Multi-Site) plays a key leadership role within PBS Facility Service, overseeing multiple luxury residential properties across the tri-state area. This position is responsible for ensuring that every building’s doorman and concierge team delivers exceptional service, adheres to PBS’s operational standards, and maintains the highest level of professionalism. This role requires a confident, hands-on leader who thrives in fast-paced environments, can make critical decisions under pressure, and understands the balance between hospitality and security. The ideal candidate will serve as both a mentor and an enforcer - developing team members through coaching and training, while also holding them accountable to PBS’s expectations and client requirements.

Requirements

• Proven ability to lead by example, inspire professionalism, and foster accountability across a diverse team.
• Strong verbal and written communication skills, with the ability to manage sensitive conversations and convey professionalism in all interactions.
• Exceptional time management and follow-through skills, with the ability to balance multiple sites, shifting schedules, and high-priority client requests.
• Calm and resourceful under pressure. Able to resolve personnel, tenant, or operational issues quickly while maintaining PBS’s reputation for reliability and service.
• Proficiency with scheduling and HR systems.
• Comfortable with reporting tools and digital communication platforms.
• Minimum of 3–5 years in a supervisory or management role within the hospitality, building services, or residential property management industry.
• Must own a vehicle and possess a valid driver's license.
• Flexibility to work evenings, weekends, and respond to emergencies as needed.

Nice To Haves

• Experience in union environments (Local 32BJ preferred) is a plus.

Responsibilities

• Manage and motivate a team of doormen and concierge staff across assigned properties.
• Conduct regular site visits to monitor performance, ensure coverage, and provide coaching where needed.
• Create and distribute biweekly schedules.
• Manage daily attendance, missed punches, and emergency coverage requests, ensuring all sites remain staffed without interruption.
• Train new hires and conduct refresher sessions using PBS service standards, including the Concierge Smile Guide and building-specific SOPs.
• Ensure that all employees project a professional image, communicate effectively, and follow building policies.
• Build strong relationships with property managers, supers, and residents.
• Address complaints promptly and professionally, ensuring quick resolution and client satisfaction.
• Review daily shift reports, incident summaries, and CCTV events.
• Document issues accurately and escalate them as appropriate to Operations or HR.
• Enforce adherence to Local 32BJ contract requirements, prevailing wage rules, and PBS policies.
• Ensure compliance with safety, security, and confidentiality standards.
• Utilize company’s digital platforms for scheduling, attendance audits, and reporting.
• Maintain up-to-date records of employee communications, disciplinary actions, and site observations.
• Conduct building walkthroughs to ensure lobby presentation, uniform standards, and guest interaction meet PBS’s service expectations.
• Provide regular feedback to the Operations team to continuously improve service quality.

Benefits

• PBS supervisors play a key role in maintaining that standard of excellence - ensuring every doorman represents our brand with professionalism, warmth, and integrity.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed