Lead Concierge/supervisor - Houston, United States - Stratton Amenities
Description
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 dedicated to creating an unparalleled hospitality experience for our associates, residents, and clients.Key Responsibilities:
- Act as the face of the property, leading by example
- Facilitate communication between the property manager and the concierge team
- Exceed expectations by providing anticipatory service and smooth accommodations
- Address resident concerns and complaints promptly and professionally
- Conduct weekly meetings with the property manager to identify areas for improvement
- Manage team schedules and oversee weekly payroll
- Hold monthly staff meetings and conduct oneonone meetings with each associate to set performance goals
- Implement and enforce accountability measures, disciplinary action, and performance coaching
- Conduct final interviews, onboard and train new team members
- Develop and implement new SOPs to continually improve concierge operations
- Foster a positive work culture and environment
- Enforce uniform and grooming standards
- Participate in monthly regional director calls
Position Requirements:
- A passion for delivering exceptional service and hospitality
- Excellent verbal and written communication skills
- Strong problemsolving and leadership abilities
- Outstanding relationshipbuilding skills
- Ability to maintain confidentiality
- A sense of pride and ownership in the position and property
- Ability to respond quickly and genuinely to residents' and guests' requests
- At least five years of hospitality experience
- Exceptional interpersonal skills and guest service abilities
- Organized, proactive, productive, and selfmotivated with a positive attitude
- Ability to maintain a neat and professional appearance
- Ability to think clearly and make concise decisions under pressure
Secondary Responsibilities:
- Build rapport and relationships with residents
- Maintain professional telephone etiquette and message delivery
- Log resident packages accurately, ensure timely delivery, and conduct package inventory audits
- Monitor lobby and surveillance cameras and patrol property to ensure resident safety and security
- Assist in scheduling and completing amenities' requests
- Escort individuals as necessary
- Walk the premises to ensure the highest standards are being met
- Perform all other duties as assigned by the property manager or per property SOP's
- Flexibility to work nights, weekends, and holidays
Experience Requirements:
- Leadership and supervisory skills and experience
- Training and development experience
- Exceptionally enthusiastic and positive individual
- 2 years' experience in Hospitality, Multifamily or Upscale Hotel
- 2 years' experience in a busy luxury retail environment
- Must have experience delivering exceptional service
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