Regional Concierge Manager

Description

Regional Concierge Manager
Apex Concierge Services | Greater Boston | Full time
$65,000 to $75,000, depending on experience, plus quarterly performance bonus

About us

Apex Concierge Services is a luxury residential concierge company serving some of the most sought-after apartment communities in Greater Boston. Our concierge teams are the face of the buildings they serve, and our clients trust us because we hold a high standard and we keep it. Our values are Hospitality, Ownership, Mindfulness, and Excellence, and we expect our managers to live them in front of the team every day.

We believe in growing people. Most of our leadership came up from the desk, and this role exists to keep that going.

About the role

You’ll lead the concierge teams across a region of our properties and be the manager your people see most. You report to our Director of Operations. This is a hands-on, in-the-buildings job. You’ll be at the desks, in the lobbies, and sitting down with your team, not managing from a laptop.

This position was created to inspire our team, to be a visible example of what growth looks like here, and to give our sites a leader who’s present. It’s a real step up, and it’s a step into a company that takes care of its own.

A word on the schedule, because it matters: this is not a typical Monday to Friday, 9 to 5. Your hours follow the buildings, and what we need from you will shift as our operations shift. Most of your time is daytime, but you’ll be expected to flex when a site needs you. As you settle in and prove yourself, you’ll earn more say over how your week is built. If you need a fixed desk schedule from day one, this isn’t the right fit. If you like being where the action is, keep reading.

Requirements

What you’ll own

Team leadership

• Lead, coach, and hold accountable the concierge teams in your region
• Know your people, their strengths, and what’s happening at their sites
• Build a team culture that matches our standards and keeps good people here

Training and development

• Run new hire orientation and the first days of training for your region
• Deliver refresher training and keep service standards current and consistent across your sites
• Spot the people who are ready for more and help them get there

Performance and documentation

• Hold documented one-on-ones and deliver reviews on time
• Handle coaching conversations, written warnings, and performance plans with care and with proper records
• Conduct exit interviews and act on what you learn

Site standards and client relationships

• Walk your sites regularly and audit them against our service standards
• Be the day-to-day contact for your property managers, keep them informed, and solve problems before they escalate
• Keep the look, feel, and professionalism of every desk where it should be

Coverage, scheduling, and emergency response

• Understand your region’s schedule and overtime exposure and act on what you see
• Handle call-outs and last-minute coverage for your region, including stepping in yourself when it’s the right call
• Be the first manager on the phone when something goes wrong at one of your sites

Reporting

• Send a daily end-of-day summary and bring your region’s update to our Monday and Friday leadership meetings
• Keep your documentation current and submitted on time

What we need from you

• 5+ years in a supervisory or management role in luxury residential, hospitality, property management, or a similar front-of-house environment
• Hands-on experience with training, employee reviews, and write-ups. You’ve done these yourself
• Knowledge of the full employee lifecycle, from interviewing and hiring through onboarding, development, and exits. You won’t own hiring here, but you need to understand it
• A working understanding of scheduling, overtime, and Massachusetts and federal employment basics. You know enough to know when to ask
• Strong with technology and comfortable with AI tools and newer platforms. We move quickly on this and we need someone who’s curious, not resistant
• A critical thinker and a problem solver. You see what’s actually going on and you figure out the fix
• Organized. You keep track of a lot of moving pieces without dropping them
• Empathetic. You lead people, not positions, and your team can tell the difference
• A manager’s polish. Our residents and clients notice everything, and so do we
• Reliable transportation and the ability to move between sites across Boston and Cambridge
• Able to pass a background check

What we offer

• $65,000 to $75,000, depending on experience
• Quarterly performance bonus, plus bonuses on new site launches and contract renewals
• A company laptop and phone so you’re set up to work from anywhere your sites take you
• Nine paid holidays, paid vacation, and Massachusetts sick time
• Uniform stipend and mileage
• A seat at the leadership table and a real path forward with a company that promotes from within