Lead Concierge/Front Desk Supervisor

Position Summary

Stratton Amenities is seeking a polished, service-oriented Lead Concierge to oversee daily front desk operations at a luxury residential community in Houston, Texas. This position serves as the primary on-site leader for the concierge team and is responsible for maintaining hospitality standards, supporting team performance, and ensuring an exceptional resident experience.

The Lead Concierge works closely with property management and Stratton Amenities leadership to uphold service expectations, coach team members, and ensure consistent execution of front desk responsibilities.

Essential Responsibilities

• Deliver exceptional customer service to residents, guests, vendors, and property staff.
  
• Serve as the primary point of contact for concierge operations during assigned shifts.
  
• Lead by example in professionalism, appearance, communication, and hospitality.
  
• Assist with onboarding and training new concierge associates.
  
• Provide coaching and performance feedback to concierge team members.
  
• Ensure all front desk procedures, policies, and service standards are followed.
  
• Maintain accurate shift notes, incident reports, and daily activity logs.
  
• Monitor resident requests and ensure timely follow-up and resolution.
  
• Coordinate package management, visitor access, amenity reservations, and resident communications.
  
• Conduct routine audits of front desk operations and report concerns to management.
  
• Assist with schedule coverage and shift transitions as needed.
  
• Communicate operational issues, resident concerns, and service opportunities to property management and Stratton leadership.
  
• Maintain a clean, organized, and professional front desk environment.
  

Qualifications

• Minimum 2 years of customer service, hospitality, concierge, hotel, residential, or front desk experience.
  
• Previous leadership, supervisory, or lead experience preferred.
  
• Strong verbal and written communication skills.
  
• Professional appearance and demeanor.
  
• Excellent problem-solving and conflict-resolution skills.
  
• Ability to remain calm and professional in fast-paced situations.
  
• Comfortable using computers, email, property management software, and Microsoft Office applications.
  
• Reliable transportation and consistent attendance.
  
• Ability to work evenings, weekends, and holidays as required.
  

Physical Requirements

• Ability to sit, stand, and walk for extended periods.
  
• Ability to occasionally lift up to 25 pounds.
  
• Ability to respond quickly to resident and property needs throughout the community.
  

Preferred Background

Experience in any of the following environments is highly desirable:

• Luxury apartment communities
  
• High-rise residential buildings
  
• Hotels and resorts
  
• Private clubs
  
• Corporate reception or executive support environments
  
• Customer-facing hospitality roles
  

Compensation & Benefits

• Competitive hourly compensation
  
• Opportunities for advancement within Stratton Amenities
  
• Ongoing training and development
  
• Employee referral program
  
• Medical, dental, and vision benefits (where applicable)
  
• Paid time off and company holidays (where applicable)
  

Success Profile

The ideal Lead Concierge is a hospitality-focused professional who takes ownership of the resident experience, supports team accountability, communicates effectively with property management, and consistently demonstrates leadership through actions rather than title.