Job Description

ESSENTIAL FUNCTIONS

• 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.

MINIMUM REQUIRED QUALIFICATIONS

• ​​Excellent communication, interpersonal, and leadership skills. 
• ​Proven ability to effectively manage and motivate a team. 
• ​Strong organizational skills with attention to detail. 
• ​Ability to handle escalated situations with professionalism and tact.  
• ​Prior supervisor or team leadership experience, in a customer-facing role. 
• ​Flexibility to work varied schedules, including weekends and holidays as needed. 
• ​Proficiency in MS Office Suite and familiarity with property management systems/software. 
• Minimum 3 years of experience in hospitality, property management, or related field