Manager, Building Experience & Standards

PBS Facility Service•Brooklyn, NY

23h•Onsite

About The Position

At PBS Facility Service, we believe that exceptional resident experiences start with exceptional people. As Manager of Building Experience & Standards, you will lead the charge in delivering a hospitality-first culture across our residential portfolio. This role focuses on the daily execution of concierge and front-of-house services, ensuring every resident interaction reflects professionalism, warmth, and the high standards that define the PBS brand. You will oversee concierge, doormen , and amenity staff; implement hospitality-driven protocols; and act as the key link between site-level service and executive-level expectations. If you have a background in luxury service and a passion for building high-performing teams, this role offers an opportunity to shape how residents experience home.

Requirements

BA in Hospitality Management, 3–5 years of experience in residential concierge, luxury hotel operations, or hospitality-focused property management.
Demonstrated ability to lead frontline service teams and maintain consistent customer experience standards.
Experience training concierge and doorman staff on service, communication, and building protocols.
Strong interpersonal and leadership skills — able to inspire, coach, and correct professionally.
Proficient with Microsoft Office and basic familiarity with property management systems or visitor software.
Ability to travel to multiple sites across the tri-state area as needed.
Availability for occasional evening or weekend site visits and service support.

Nice To Haves

Bilingual in English and Spanish preferred.

Responsibilities

Supervise concierge, front desk, doormen , and amenity staff across assigned buildings to ensure consistent white-glove service and professional presentation.
Train frontline staff on hospitality protocols, tone of voice, resident interaction, uniform standards, and problem-solving approaches.
Conduct regular site visits to assess service quality, staff performance, resident satisfaction, and adherence to PBS standards.
Create, implement, and maintain hospitality-focused SOPs, checklists, and communication protocols for all front-of-house staff.
Monitor and support the daily execution of key concierge tasks such as guest management, package roo m, and resident and building management concerns.
Serve as a liaison between PBS management, property owners, and site-level concierge teams to align service goals and ensure a unified building experience.
Provide real-time coaching and feedback to staff to correct service issues and reinforce positive performance.
Lead onboarding for new concierge and front desk hires and oversee recurring refresher training sessions across the portfolio.
Build and maintain a culture of professionalism, warmth, and attention to detail in all resident interactions in adherence to ‘ The PBS Service Code ’.
Partner with PBS leadership to launch resident experience initiatives, seasonal engagement programs, and brand-aligned service enhancements.