Lead Concierge

Career Opportunities with Stratton Amenities

A great place to work.

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.

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.

• 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

• 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

• 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

• 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

Stratton Amenities is an equal opportunity employer. We believe diversity and inclusion are essential to building strong teams, meaningful connections, and a culture rooted in service.