Concierge Supervisor
Palisades Village
Operations – Concierge /
Full-time Hourly /
On-site
The Concierge Supervisor is a guest-facing position who will lead a team of Concierge Ambassadors by example to ensure five-star services and high-quality guest and resident experiences. This position is dedicated to ensuring unparalleled service in all interactions for valued guests and residents. This includes service via phone, email, and in person. Must be able to multi-task, track and resolve issues to completion, and exhibit professionalism consistently. Manages the collection of guest feedback, Concierge tools and amenities, and ensures a timely response with proper communication of feedback to Property Management. The position will provide leadership support and assistance to the Concierge team, train and coach staff as needed, and enforce all Caruso policies and procedures. The Concierge Supervisor will orchestrate the flow of the lobby, foster ongoing positive relationships with tenants and Residences by delivering exceptional customer service, provide leadership support, aid the team, and train or coach staff as needed. This person oversees the whole guest, tenant and resident experience for the property and ensuring all departments uphold the Caruso standards.
Must demonstrate willingness and ability to shift priorities as needed. Must be an organized, proactive self-starter, able to research and problem solve, while always maintaining excellent judgment and ethics.
Essential functions and responsibilities:
- Serve as a point of escalation for customer inquiries, concerns, and feedback, resolving issues promptly and effectively in alignment with established protocols.
- Collaborate with the Property Manager to develop and implement strategies for enhancing the guest experience and promoting local attractions, events, and amenities.
- Maintain a thorough understanding of the Los Angeles hospitality landscape, including key attractions, dining options, cultural institutions, and entertainment venues.[AC1] [ET2]
- Directing and overseeing the process of signing up members to Caruso Signature and communicating the benefits of the loyalty program to all tenants, residents and guests.
- Working with and assisting the Marketing team to promote different initiatives that Caruso and Palisades Village are executing.
- Oversee the planning and execution of special events, promotions, and partnerships aimed at enhancing the retail center's profile and community engagement.
- Foster positive relationships with retail tenants, residential tenants, service providers, and community partners to facilitate seamless coordination and collaboration in delivering exceptional service to guests.
- Manage payroll.
- Oversee weekly detailed schedule to ensure appropriate staffing
- Attending all property meetings and operations meetings.
- Conduct regular performance evaluations and provide constructive feedback to concierge team members, recognizing achievements and addressing areas for improvement.
- Uphold the highest standards of professionalism, integrity, and customer confidentiality in all interactions with guests, tenants, and stakeholders.
- Collaborate with the Property Manager to analyze guest feedback, visitor data, and market trends to identify opportunities for service enhancement and innovation.
- Interview candidates for Concierge positions and make hiring recommendations to Management.
- Communicate and document any tenant, resident, guest compliment, complaints, or additional feedback and provide follow up to solve these issues.
- Reconciliation of sales, including managing daily deposits as needed. This involves Gift Card, Community Room Reservations, and Special Event Deposits.
- Schedule responsibilities.
- Execute charitable requests, surprise and delights, and guest experience.
- Ensure Concierge Ambassadors always adhere to uniform guidelines including name tags. Must be clean, pressed, and worn appropriately. Execute uniform inventory monthly and review with Property Manager.
- Assist in managing all holiday activities including staffing and sales, and any additional staffing for all Caruso events portfolio-wide.
- Coordinate customer and guests' needs with other departments as required, ensuring a seamless guest experience.
- Resolve any Caruso Signature guest issues as they arise.
- Understands and adheres to Caruso standards and is responsible for keeping knowledge current regarding property information, events, changes, etc. Communicates this information to both the team and guests appropriately.
- Manage clear communication with Concierge Ambassadors on updates before and after each shift.
- Effectively listen to, understand, and clarify concerns raised by employees and guests.
- Create a work environment that supports innovation, creativity, and teamwork.
- Other duties as assigned.
Qualifications required:
- Excellent customer service skills, with the ability to maintain a professional and friendly demeanor at all times.
- Self-manage with lots of initiative, team spirit and positive nature
- Tenacious with excellent follow up
- Thrives in a fast-paced work environment with multiple competing deadlines
- Exceptional communication skills (written + verbal)
- Ability to multi-task and prioritize workload
- Microsoft 365: Proficient in Word, Excel, and other digital programs.
- Early morning, late nights and holidays will be required to support the operation and entire Concierge team needs.
- Knowledge of the immediate and surrounding areas for off-site guidance and recommendations.
- Properly using and following the Radio Etiquette guidelines and correct Radio Call codes to perform assigned tasks and communicate efficiently amongst departments.
- Communicating, both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and focused manner.
- Demonstrating professionalism at all times.
- Always adhere to uniform guidelines.
- Greeting all guests with the Caruso Hospitality Standards and being informed of all necessary property information at all other Caruso properties.
- Proven problem-solving and intrapersonal skills
- Strong work ethic.
- Extremely strong organizational, project and time management skills
- Able to operate in a luxury environment where attention to detail and providing a superb guest experience is vital. Possess the ability to be creative, flexible and think “outside the box”.
- A minimum of two years of experience in a hospitality role (ideally hotel, restaurant, or retail capacity)
Education
- High School diploma and three to five years of work experience, college degree preferred.
Physical demands and work environment:
- Able to multi-task and maintain good temperament during high pressure situations
- Able to push a bell cart or flatbed up to 35 pounds
- Standing, walking & sitting up to 8 hours per day
- Ability to climb stairs
- Meets Caruso grooming standards
- Working outdoors up to 8 hours a day
- Equipment used: Phone system, computer equipment, radio, flatbed cart, strollers, wheelchair, umbrellas, stanchions, and signage
- Must be flexible and willing to work different shifts as needed, including weekends, nights, and holidays
$23 - $24 an hour
Caruso is an equal opportunity employer. We celebrate a diverse and inclusive workforce that reflects the communities we serve. We believe that diversity of thought, background, and experience makes us stronger and more innovative. We do not discriminate against any employee or applicant for employment and comply with all applicable laws providing equal employment opportunities. We foster a workplace where everyone feels welcome, respected, and valued. We are committed to creating a workplace where everyone can thrive.
