Floating Lead Concierge

Stratton Amenities, a premier provider of luxury front desk concierge services for high-end apartments and condominiums, is seeking a dynamic Floating Lead Concierge to join our team. This role is perfect for someone with open availability who can work where needed, covering shifts, training new team members, checking in on properties, and assisting our regional manager with various tasks across the DMV market. We are dedicated to creating an unparalleled hospitality experience for our associates, residents, and clients.

The Floating Lead Concierge will be responsible for supporting multiple properties, ensuring the smooth operation of concierge services, and maintaining exceptional service standards for our residents, guests, and prospects. The ideal candidate will have a passion for hospitality and a commitment to creating memorable experiences, while also displaying flexibility and leadership across various locations.

Key Responsibilities:

• Cover shifts at multiple properties, ensuring seamless concierge operations.
• Train and mentor new team members, ensuring they adhere to company standards.
• Check in on various properties to ensure service levels and SOP compliance.
• Act as the face of the property, leading by example wherever assigned.
• Facilitate communication between the property manager and the concierge team.
• Exceed expectations by providing anticipatory service and smooth accommodations.
• Address resident concerns and complaints promptly and professionally.
• Conduct regular check-ins with the property manager to identify areas for improvement.
• Manage team schedules, oversee weekly payroll, and ensure proper staffing across properties.
• Assist the regional manager in managing concierge operations and service consistency in the DMV market.
• Foster a positive work culture and environment at each property.
• Participate in monthly regional director calls.

Position Requirements:

• Open availability to work flexible hours, including nights, weekends, and holidays.
• Reliable transportation to travel between properties as needed.
• A passion for delivering exceptional service and hospitality.
• Excellent verbal and written communication skills.
• Strong problem-solving and leadership abilities.
• Outstanding relationship-building skills.
• Ability to maintain confidentiality.
• A sense of pride and ownership in the position and property.
• Ability to respond quickly and genuinely to residents’ and guests’ requests.
• At least five years of hospitality experience.
• Exceptional interpersonal skills and guest service abilities.
• Organized, proactive, productive, and self-motivated with a positive attitude.
• Ability to maintain a neat and professional appearance.
• Ability to think clearly and make concise decisions under pressure.

Secondary Responsibilities:

• Build rapport and relationships with residents at various properties.
• Maintain professional telephone etiquette and message delivery.
• Log resident packages accurately, ensure timely delivery, and conduct package inventory audits.
• Monitor lobby and surveillance cameras and patrol property to ensure resident safety and security.
• Assist in scheduling and completing amenities requests.
• Escort individuals as necessary.
• Walk the premises to ensure the highest standards are being met.
• Perform all other duties as assigned by the property manager or per property SOPs.

Experience Requirements:

• Leadership and supervisory skills and experience.
• Training and development experience.
• Exceptionally enthusiastic and positive individual.
• 2 years’ experience in hospitality, multifamily, or upscale hotel environments.
• 2 years’ experience in a busy luxury retail environment.
• Must have experience delivering exceptional service.

Stratton Amenities is an equal opportunity employer. We believe in the power of diversity and inclusion in creating connections and fostering a culture of service.