Concierge Supervisor

The Concierge Supervisor is a guest-facing position who leads a team of Concierge Ambassadors to deliver a white glove, five-star experience for our valued residents and guests. This role is dedicated to ensuring unparalleled service for both residents of Palisades Village and guests visiting our retail center through all interactions via phone, email, and in person. The Concierge Supervisor provides leadership, training, and operational support to the Concierge team while serving as a trusted extension of Property Management, assisting with administrative tasks and workload management to ensure seamless property operations. Must be an organized, proactive self-starter with excellent judgment, able to multi-task, problem solve, and shift priorities as needed. Reports directly to the Property Management team.

Maintain thorough knowledge of the Los Angeles hospitality landscape, including key attractions, dining options, cultural institutions, and entertainment venues to provide expert recommendations

Foster positive relationships with retail tenants, service providers, and community partners to facilitate seamless coordination and elevate both guest and resident services

Partner with local businesses, attractions, and cultural institutions to curate personalized experiences and exclusive offerings

Lead the Caruso Signature enrollment process, communicate program benefits to tenants and guests, and resolve related guest issues

Uphold the highest standards of professionalism, integrity, and confidentiality in all interactions with guests, residents, tenants, and stakeholders

Coordinate and collaborate with various property departments to ensure cohesive guest and resident experiences

Manage collection of guest and resident feedback and ensure timely response with proper communication to Property Management

Develop, implement, and maintain operational trackers, logs, and reporting tools to measure service delivery, identify trends, and drive continuous improvement

Manage website inquiries by monitoring incoming requests, ensuring timely responses, delegating tickets appropriately, and overseeing resolution tracking

Maintain operational excellence by ensuring safety and property policies are adhered to and maintaining property information, logs, and operational procedures

Handle reporting, performance evaluations, and payroll oversight for the Concierge team

Reconcile sales and manage daily deposits as needed, including Gift Card and Special Event Deposits

Manage holiday activities and programming, including staffing coordination and execution of seasonal events such as tree lightings, menorah lightings, and other celebrations

Ensure Concierge Ambassadors adhere to uniform guidelines, including name tags; execute uniform inventory monthly

Other duties as assigned.

Minimum 3 years of experience in hospitality, luxury property management, or related field

Prior supervisory or team leadership experience in a customer-facing role

Excellent communication, interpersonal, and leadership skills with proven ability to manage and motivate a team

Strong organizational, project, and time management skills with attention to detail

Ability to handle escalated situations with professionalism and tact

Self-starter with initiative, team spirit, positive nature, and tenacious follow-up

Able to operate in a luxury environment where attention to detail and providing a superb guest and resident experience is vital; possess the ability to be creative, flexible, and think "outside the box"

Proficient in Microsoft Office Suite and tech-savvy with ability to quickly learn and adapt to new technologies, property management systems, and communication platforms

Flexibility to work varied schedules, including weekends and holidays as needed

Proficiency in English is vital as it serves as the primary language of communication

Work schedule may vary by department and/or property. This position requires flexibility in work hours, including the possibility of working nights, weekends, and holidays to meet the demands of the business. Please note that blackout dates may apply during peak business periods, and time off may be limited or subject to approval.