Lead Concierge

Description

The Lead Concierge is responsible for delivering an elevated, hospitality-driven experience for all residents, guests, and vendors while supporting daily front-of-house operations. This role serves as the on-site point of contact for the concierge team, ensuring service excellence, smooth building operations, high-quality communication, and adherence to Radkin standards and property SOPs.

The Lead Concierge acts as a working supervisor—actively performing concierge duties while providing guidance, coaching, and leadership to the team.

Essential Duties & Responsibilities

• Resident & Guest Service
• Deliver five-star hospitality and personalized service in every interaction.
• Greet residents, guests, and vendors; provide assistance with packages, access control, amenity reservations, and general inquires.
• Resolve issues quickly and professionally, escalating to management only when appropriate.
• Maintain lobby appearance, ensuring it is always clean, organized, and welcoming.

• Operational Oversight
• Serve as the first point of contact for concierge staff during assigned shifts.
• Ensure all daily logs, passdowns, visitor entries, contractor notifications, and vendor check-ins are accurately documented.
• Monitor BuildingLink, ConciergeLink, TekControl, and other designated systems.
• Perform shift audits, key inventory checks, and access control reviews.

• Team Leadership
• Assist with onboarding/training new concierges to Radkin standards.
• Provide coaching, guidance, and real-time correction to maintain excellent performance.
• Ensure team compliance with uniform standards, communication etiquette, and SOP adherence.
• Support scheduling needs, including coverage coordination when necessary.

• Safety, Security & Compliance
• Maintain awareness of all building access points and follow security protocols.
• Respond to emergency situations following building and Radkin guidelines.
• Complete incident reports with accuracy and professionalism.
• Work collaboratively with property management, security vendors, and maintenance staff

• Communication
• Maintain exceptional communication with property management and Radkin leadership.
• Complete end-of-shift passdowns with detailed accuracy.
• Participate in staff meetings, trainings, and performance discussions.

Qualifications & Skills

• Minimum 1–2 years of concierge, front desk, hospitality, or customer service experience in a luxury or high-volume environment.
• Prior supervisory or lead experience preferred but not required.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to stay calm and professional under pressure.
• Proficiency with BuildingLink, TekControl, or similar property technology systems preferred.
• Ability to stand and walk for extended periods; lift up to 30 lbs as needed.
• Professional appearance and demeanor aligned with Radkin standards.

Salary Description / Pay Range

• $17.00 – $20.00 per hour, based on experience and property requirements (customize per location).
• Eligible for overtime based on FLSA guidelines.
• Eligible for Radkin performance programs where applicable.