Regional Concierge Manager

Apex Concierge Services Inc • Boston, MA

9d • $65,000 - $75,000 • Onsite

About The Position

Apex Concierge Services is hiring a Regional Concierge Manager to lead concierge teams across its Greater Boston residential properties. The manager is a visible, hands-on leader who works in the buildings, supports teams at their desks and in their lobbies, and serves as their most present manager. The role reports to the Director of Operations and was created to develop employees, provide visible leadership, and ensure sites have consistent support.

The schedule is not a fixed Monday-to-Friday, 9-to-5 schedule. Hours follow building needs and may shift as operations change. Most time is expected to be during the day, with flexibility required when a site needs support. As the manager settles into the role and demonstrates success, they will have more influence over how their week is structured.

The manager leads and develops regional teams, conducts training and performance management, audits site standards, maintains property-manager relationships, manages scheduling and emergency coverage, and provides regular reporting to leadership. The role requires regular travel between sites across Boston and Cambridge.

Requirements

• At least 5 years in a supervisory or management role in luxury residential, hospitality, property management, or a similar front-of-house environment.
• Hands-on experience conducting training, employee reviews, and write-ups.
• Knowledge of the full employee lifecycle, including interviewing and hiring, onboarding, development, and exits; hiring is not owned by this role.
• Working understanding of scheduling, overtime, and Massachusetts and federal employment basics.
• Strong technology skills and comfort with AI tools and newer platforms; curiosity and openness to adopting them.
• Critical-thinking and problem-solving ability.
• Strong organization and ability to manage multiple moving pieces reliably.
• Empathetic people leadership.
• Professional polish when interacting with residents and clients.
• Reliable transportation and ability to travel between sites across Boston and Cambridge.
• Ability to pass a background check.
• Flexibility to work according to building and operational needs rather than a fixed Monday-to-Friday, 9-to-5 schedule.

Responsibilities

• Lead, coach, and hold accountable the concierge teams in the region.
• Know team members, their strengths, and what is happening at their sites; build a team culture that reflects company standards and supports retention.
• Run new-hire orientation and initial training for the region; deliver refresher training and maintain consistent service standards across sites.
• Identify employees ready for advancement and support their development.
• Conduct documented one-on-ones and deliver performance reviews on time.
• Handle coaching conversations, written warnings, and performance plans, maintaining proper records.
• Conduct exit interviews and act on feedback learned.
• Regularly walk sites and audit them against service standards.
• Serve as the day-to-day contact for property managers, keep them informed, and resolve problems before they escalate.
• Maintain the appearance, atmosphere, and professionalism of each concierge desk.
• Monitor regional schedules and overtime exposure and respond to issues identified.
• Handle call-outs and last-minute regional coverage, including personally stepping in when appropriate.
• Be the first manager contacted when an incident occurs at a site.
• Send a daily end-of-day summary and provide regional updates at Monday and Friday leadership meetings.
• Keep documentation current and submit it on time.
• Travel between sites across Boston and Cambridge as needed.

Benefits

• Quarterly performance bonus, plus bonuses on new site launches and contract renewals.
• Company laptop and phone.
• Nine paid holidays, paid vacation, and Massachusetts sick time.
• Uniform stipend and mileage.
• A seat at the leadership table and a path forward with a company that promotes from within.

What This Job Offers

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