Lead Concierge

Stratton Amenities • San Francisco, CA

7d

About The Position

Stratton Amenities, a premier provider of luxury front desk concierge services for high-end apartments and condominiums, is seeking a dynamic Lead Concierge to join our team. We are committed to delivering an elevated hospitality experience that reflects our core values of service excellence, integrity, and innovation. The Lead Concierge/Supervisor is responsible for leading a dedicated team of concierge ambassadors, ensuring top-tier service to residents, guests, and prospects, and serving as the primary liaison between the concierge team and property management. This role requires a hands-on, hospitality-driven professional with the ability to oversee operations, mentor staff, and resolve issues proactivelyincluding basic property support tasks.

Requirements

• A passion for luxury hospitality and delivering exceptional service
• Excellent verbal and written communication skills
• Strong problem-solving skills and the ability to stay composed under pressure
• Proven leadership, coaching, and team development abilities
• Strong organizational skills and attention to detail
• Ability to maintain confidentiality and professionalism at all times
• At least five (5) years of experience in hospitality, multifamily, or upscale residential/hotel settings
• Minimum two (2) years in a supervisory role with staff training experience
• Proficient with reporting, scheduling, and basic digital communication platforms
• Flexible availability including nights, weekends, and holidays

Nice To Haves

• Experience in light facility maintenance or familiarity with property upkeep preferred

Responsibilities

• Serve as the face of the property, providing warm, professional, and anticipatory service
• Lead, coach, and mentor the concierge team, setting an example in hospitality and conduct
• Coordinate daily operations and team scheduling; oversee payroll and coverage
• Maintain open communication with the property manager and proactively address concerns
• Handle resident feedback and complaints promptly, with diplomacy and discretion
• Facilitate weekly meetings with property management and monthly team performance check-ins
• Oversee grooming and uniform compliance, fostering a polished and professional image
• Enforce service standards and implement new SOPs to drive continuous improvement
• Develop performance goals and implement disciplinary or coaching measures when needed
• Participate in monthly regional calls and contribute to operational strategy discussions
• Promote a culture of ownership, respect, and positivity within the team
• Build and maintain rapport with residents and guests
• Answer phones and take detailed messages with professionalism and courtesy
• Manage package logging, delivery, and conduct regular inventory checks
• Monitor lobby and cameras for security purposes; patrol common areas as needed
• Assist with amenity scheduling and ensuring timely setup or cleanup
• Escort residents or vendors as needed for safety and protocol adherence
• Perform duties as assigned per property SOPs or by the property manager

What This Job Offers

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