Concierge Supervisor

Description

Job Overview: The Concierge Supervisor serves as a primary point of contact for Forest Highlands members, employees, and Recreation Department management. This role oversees the Office Coordinators and Concierge Staff, ensuring smooth operations of both administrative and hands-on concierge functions. The Concierge Supervisor is expected to lead by example, perform all concierge services as required, and implement processes that enhance departmental efficiency and member satisfaction.

Essential Functions

Supervisory Responsibilities

• Supervise and support the Office Coordinators and Concierge Staff, providing guidance, managing workloads, and fostering a positive team environment.
• Monitor and maintain office and concierge procedures to ensure consistency, efficiency, and high-quality service delivery.
• Assist with scheduling staff and ensuring proper coverage for all services and events.
• Oversee member service requests, ensuring timely resolution and accurate billing.
• Collaborate with the Concierge Manager to implement strategies for improved service delivery and member satisfaction.
• Coordinate training for staff on new software, procedures, and service-related skills.
• Address escalated member inquiries or complaints with professionalism and efficiency.

Concierge Responsibilities

Perform and oversee services offered by the concierge team, including:

• Babysitting
• Snow removal
• Yard work
• House help in member homes
• Shuttle driving
• Pet sitting and dog walking
• Ensure all services are delivered with the highest level of professionalism and care.
• Assist in the scheduling, coordination, and documentation of concierge services.

Administrative Responsibilities

• Utilize software such as Google Drive, When to Work, Jonas Encore, and Microsoft Office Suite to manage communication, scheduling, and event coordination.
• Prepare departmental reports and provide regular updates to the Concierge Manager and Recreation Director.
• Manage member communications, ensuring inquiries are handled promptly and correspondence is accurate and professional.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Requirements

 Minimum Requirements:

• Bachelor’s degree or 3 years of supervisory experience in a concierge or administrative role.
• Strong leadership, organizational, and problem-solving skills.
• Proficiency in Microsoft Office Suite, Jonas Encore, and scheduling software.
• Ability to perform all services offered by the concierge team.
• Excellent communication and conflict resolution skills.
• Flexibility to work evenings, weekends, and holidays as needed.
• Valid driver’s license and ability to operate company vehicles (e.g., golf carts, shuttles).

Preferred Skills

• Knowledge of golf club operations.
• Experience in team-based environments.
• Previous experience in high-end customer service settings.

Language, Mathematical, and Reasoning Skills

• Ability to read and interpret documents such as safety rules and procedure manuals.
• Strong mathematical skills for basic calculations.
• Ability to apply common sense understanding to carry out instructions in various formats.

Physical Demands and Work Environment

• Work in a busy shared office in a private residential community.
• Lift up to 25 lbs regularly and up to 50 lbs occasionally.
• Frequently walk, sit, stand, bend, and use hands.
• Tolerate a loud office environment with continuous talking and hearing.

Equipment Used

Copier, telephone, computer, printer, shredder, golf cart, company vehicles, snow blowers, tractors, and basic yard work tools (e.g., shovels, brooms, etc.).

Supervisory Responsibility: Supervise the Office Coordinator and Concierge Staff, ensuring the team meets performance and service expectations.

Budgetary Responsibility: Assist in managing office-related expenses and budgets related to concierge and administrative functions. 

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.