Lead Concierge

Stratton Amenities•Philadelphia, PA

13h

About The Position

Lead Concierge / Supervisor Company Overview Stratton Amenities is a premier provider of luxury, hotel-style front desk concierge services for high-end apartment and condominium communities. We are committed to delivering a consistent, polished, and hospitality-driven experience for our associates, residents, and clients. Position Summary We are seeking an experienced, confident, and service-driven Lead Concierge to oversee front desk operations and lead a dedicated concierge team. This role serves as the primary on-site leader and liaison between property management and the concierge team, ensuring service excellence, accountability, and operational consistency.

Requirements

Strong passion for hospitality and service excellence
Excellent verbal and written communication skills
Proven leadership and team management abilities
Strong problem-solving and decision-making skills
Ability to build and maintain professional relationships with residents, clients, and team members
High level of discretion and ability to maintain confidentiality
Strong sense of ownership and accountability for the property and team
Ability to remain calm and decisive under pressure
Minimum of five years of hospitality or luxury customer service experience
Exceptional interpersonal and guest service skills
Highly organized, proactive, and self-motivated
Professional appearance and demeanor at all times
Flexibility to work nights, weekends, and holidays as required
Prior leadership or supervisory experience required
Experience training, coaching, and developing team members
Minimum of two years of experience in hospitality, luxury residential, multifamily, or upscale hotel environments
Minimum of two years of experience in a fast-paced, customer-facing luxury retail or service environment preferred
Demonstrated track record of delivering exceptional service

Responsibilities

Act as the on-site leader and face of the property, setting the standard for professionalism and service
Serve as the primary point of contact between the property manager and the concierge team
Deliver and model exceptional, anticipatory service for residents, guests, and prospects
Address resident concerns and complaints promptly and professionally
Conduct regular meetings with the property manager to review service levels and identify improvement opportunities
Manage team schedules and oversee accurate weekly payroll submission
Lead monthly staff meetings and conduct one-on-one check-ins focused on performance, expectations, and development
Implement performance coaching, corrective action, and accountability measures as needed
Develop, update, and enforce concierge SOPs to improve service quality and operational efficiency
Ensure compliance with uniform, grooming, and presentation standards
Foster a positive, professional, and service-focused team culture
Participate in monthly regional leadership calls and initiatives
Build rapport and maintain strong relationships with residents
Maintain professional telephone etiquette and accurate message handling
Log, track, and audit resident packages and deliveries
Monitor lobby activity, surveillance cameras, and conduct property walks to ensure safety and standards
Assist with coordinating amenity and resident service requests
Escort residents, guests, or vendors as necessary
Perform routine walkthroughs to ensure cleanliness, safety, and presentation standards
Perform additional duties as assigned by the property manager or outlined in property SOPs