Lead Concierge

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.