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Caruso · 5 months ago

Concierge Supervisor

The Americana at Brand

Full-time

Hybrid

Mid Level

$23/hr - $25/hr

3+ years exp

Caruso is seeking a Concierge Supervisor for Americana at Brand, who will oversee the Concierge team and ensure exceptional service delivery. The role involves managing day-to-day operations, training staff, and fostering a culture of hospitality excellence.

Commercial Real EstateProperty ManagementReal Estate

Responsibilities

Supervise and lead the Concierge team, ensuring consistent adherence to luxury service standards and operational guidelines

Oversee day-to-day Concierge operations, including scheduling, task assignments, and shift coverage

Train, mentor, and support Concierge staff in delivering exceptional, personalized service and maintaining comprehensive property knowledge

Foster a culture of hospitality excellence by modeling best-in-class service behaviors and actively coaching team members in real-time

Act as a point of escalation for complex guest or resident inquiries, complaints, or service requests, resolving them with professionalism and urgency

Develop and maintain a deep understanding of The Americana at Brand, including tenants, events, promotions, and amenities to ensure the team can make timely and informed recommendations

Proactively research and communicate weekly updates about City of Glendale happenings, seasonal events, and top attractions across Los Angeles to enrich guest and resident experiences

Organize regular knowledge-sharing sessions and curated experiences (e.g., local tours, vendor presentations) to keep the Concierge team informed and inspired

Coordinate and collaborate with various departments (Security, Operations, Valet, Leasing, Marketing) to ensure seamless and cohesive guest experiences

Ensure up-to-date and accurate documentation of property information, Concierge logs, SOPs, and guest preferences

Assist in developing, enhancing, and implementing training programs focused on hospitality etiquette, problem-solving, local awareness, and brand voice

Monitor service interactions and performance standards through direct observation, guest feedback, and reporting metrics

Maintain compliance with property policies, safety protocols, and standards of conduct

Handle administrative duties including performance evaluations, coaching plans, payroll oversight, and reporting for the Concierge team