Lead Concierge

Location: Atlanta, GA 30308
Employment Type: Full-Time
Department: Operations / Resident Services
Reports To: Community Association Manager / General Manager

Position Overview

We are seeking an experienced and service-oriented Lead Concierge to join the onsite team at a high-rise condominium community in Atlanta. This position serves as a key point of contact for residents, guests, vendors, and visitors while providing day-to-day leadership and direction to the concierge team.

The Lead Concierge will help ensure the front desk operates with professionalism, consistency, and a strong focus on resident service. This individual will assist with scheduling and coverage, reinforce established procedures, support team members, maintain accurate documentation, and serve as an important communication link between the concierge staff and property management.

The ideal candidate will have a hospitality-minded approach, strong leadership skills, excellent judgment, and the ability to remain calm and professional in both routine and challenging situations.

Essential Duties and Responsibilities

• Serve as a professional and welcoming first point of contact for residents, guests, vendors, contractors, prospective residents, and visitors.
• Provide exceptional resident and guest service while maintaining appropriate professional boundaries and confidentiality.
• Respond to resident questions and service requests and appropriately direct matters requiring management, maintenance, or additional assistance.
• Maintain current knowledge of building operations, amenities, policies, procedures, scheduled activities, maintenance projects, and resident communications.
• Provide day-to-day leadership, guidance, and support to concierge personnel.
• Reinforce front desk procedures, service standards, access protocols, documentation requirements, and professional expectations.
• Assist with concierge scheduling, shift coverage, call-outs, and staffing coordination.
• Ensure effective communication and smooth transitions between shifts.
• Review front desk logs, resident requests, incidents, packages, open items, and matters requiring follow-up.
• Assist with onboarding and training new concierge employees.
• Provide coaching and immediate operational direction when service or procedural expectations are not being met.
• Escalate employee performance or conduct concerns to management as appropriate.
• Consistently follow and enforce established building access procedures.
• Verify visitors, guests, vendors, contractors, deliveries, and service providers in accordance with property procedures.
• Monitor activity within the lobby, entrances, elevators, and other areas visible from the concierge station.
• Monitor applicable access control, intercom, camera, and building communication systems as assigned.
• Manage authorized keys, access devices, credentials, and temporary access in accordance with established procedures.
• Receive, document, organize, secure, and release resident packages and deliveries.
• Maintain accurate package records and ensure packages are released only to authorized individuals.
• Coordinate food, grocery, floral, courier, and other deliveries according to building procedures.
• Verify contractor and vendor arrivals and coordinate access with management, maintenance personnel, or residents.
• Maintain organized package, key, access device, and delivery areas.
• Communicate building conditions and resident concerns to the Community Association Manager, Maintenance Engineer, and other onsite personnel.
• Promptly report leaks, unusual odors, elevator issues, lighting deficiencies, HVAC concerns, property damage, cleanliness issues, life safety concerns, and other building conditions.
• Assist with work orders and resident service requests as needed.
• Coordinate resident move-ins, move-outs, deliveries, contractors, and elevator reservations according to established procedures.
• Assist management with resident notices, building communications, amenity coordination, and special projects.
• Remain calm and professional during emergencies, building incidents, and difficult resident interactions.
• Follow established procedures for fire alarms, medical emergencies, power outages, elevator entrapments, water intrusion, severe weather, access incidents, and other emergencies.
• Complete incident reports and other required documentation promptly and accurately.
• Maintain professional daily activity and shift logs.
• Document significant resident interactions, building incidents, vendor activity, outstanding matters, and required follow-up.
• Ensure important information is communicated between shifts and to management.
• Maintain discretion regarding resident, employee, Board, Association, and management information.
• Maintain the concierge desk, lobby-facing work areas, package areas, and associated spaces in an organized and professional condition.
• Maintain a professional appearance consistent with property standards.
• Remain attentive and available throughout the assigned shift and ensure the concierge station is appropriately staffed.

Qualifications

• High school diploma or equivalent required; college coursework or hospitality-related education preferred.
• Minimum of three years of concierge, luxury residential, hospitality, hotel, Class A commercial property, or comparable customer service experience preferred.
• Prior lead, supervisory, or shift leadership experience strongly preferred.
• High-rise condominium or luxury residential experience strongly preferred.
• Demonstrated ability to provide exceptional service while consistently enforcing policies and procedures.
• Strong verbal and written communication skills.
• Excellent judgment and the ability to remain composed during emergencies or challenging resident interactions.
• Strong organizational skills and attention to detail.
• Ability to maintain confidentiality and exercise professional discretion.
• Comfortable using computers, email, property management systems, access control systems, package management technology, and mobile applications.

What We’re Looking For

The successful candidate will be a dependable, polished, and approachable leader who takes ownership of the resident experience. You should be comfortable leading by example, holding yourself and others accountable to established standards, and communicating effectively with residents, team members, management, vendors, and building personnel.Experience in a luxury residential, high-rise condominium, hotel, or similarly service-focused environment is highly valued.

Physical Requirements

This position requires the ability to remain at or near the concierge station for extended periods while periodically walking common areas of the property. The employee must be able to stand, sit, walk, bend, reach, and lift or move packages and materials weighing up to 30 pounds.Evening, weekend, holiday, and emergency coverage may be required based on the operational and staffing needs of the property.

Equal Opportunity Employer

We are committed to providing an inclusive workplace and are an Equal Opportunity Employer.