Manager, Building Experience & Standards

Manager, Building Experience & Standards 

PBS Facility Service | Brooklyn, NY | Full-Time | On-Site 

About the Role 

At PBS Facility Service, we believe that exceptional resident experiences start with exceptional people. As Manager of Building Experience & Standards, you will lead the charge in delivering a hospitality-first culture across our residential portfolio. This role focuses on the daily execution of concierge and front-of-house services, ensuring every resident interaction reflects professionalism, warmth, and the high standards that define the PBS brand. You will oversee concierge, doormen, and amenity staff; implement hospitality-driven protocols; and act as the key link between site-level service and executive-level expectations. If you have a background in luxury service and a passion for building high-performing teams, this role offers an opportunity to shape how residents experience home. 

What you will do 

• Supervise concierge, front desk, doormen, and amenity staff across assigned buildings to ensure consistent white-glove service and professional presentation. 

• Train frontline staff on hospitality protocols, tone of voice, resident interaction, uniform standards, and problem-solving approaches. 

• Conduct regular site visits to assess service quality, staff performance, resident satisfaction, and adherence to PBS standards. 

• Create, implement, and maintain hospitality-focused SOPs, checklists, and communication protocols for all front-of-house staff. 

• Monitor and support the daily execution of key concierge tasks such as guest management, package room, and resident and building management concerns. 

• Serve as a liaison between PBS management, property owners, and site-level concierge teams to align service goals and ensure a unified building experience. 

• Provide real-time coaching and feedback to staff to correct service issues and reinforce positive performance. 

• Lead onboarding for new concierge and front desk hires and oversee recurring refresher training sessions across the portfolio. 

• Build and maintain a culture of professionalism, warmth, and attention to detail in all resident interactions in adherence to ‘The PBS Service Code’.  

• Partner with PBS leadership to launch resident experience initiatives, seasonal engagement programs, and brand-aligned service enhancements. 

What it takes to be successful 

• BA in Hospitality Management, 3–5 years of experience in residential concierge, luxury hotel operations, or hospitality-focused property management. 

• Demonstrated ability to lead frontline service teams and maintain consistent customer experience standards. 

• Experience training concierge and doorman staff on service, communication, and building protocols. 

• Strong interpersonal and leadership skills — able to inspire, coach, and correct professionally. 

• Bilingual in English and Spanish preferred. 

• Proficient with Microsoft Office and basic familiarity with property management systems or visitor software. 

• Ability to travel to multiple sites across the tri-state area as needed. 

• Availability for occasional evening or weekend site visits and service support. 

Why Work at PBS Facility Service? 

PBS Facility Service is redefining front-of-house building operations by blending professional facility services with elevated hospitality standards. As Manager of Building Experience & Standards, you will play a key role in shaping the way residents experience their homes, through service consistency, staff excellence, and a strong hospitality-first culture.