Lead Commercial Concierge

Lead Commercial Concierge

Van Ness

The Lead Commercial Concierge is a key member of the Operations Team. They provide superior customer service, possess detailed knowledge of company policies and procedures, and perform essential functions as they relate to the tenant/visitor experience, security and accessibility of the building. They are responsible for working with and communication relating to the Concierge team, whether they be contracted vendors or in-house associates. In accordance with company directives, the Lead Commercial Concierge will assist in the supervision of those programs, resources, and personnel required to protect and safeguard the facility as specified. Lead Commercial Concierge have tenure and experience and possess a deep understanding of the commitment that Samuels & Associates has to exceptional customer service and the safety and security of its customers.

Reports to: Manager of Concierge Services


  • Assist in the development of concierge procedures, training, and personnel recruitment/retention.
  • Monitor and assist in supervision of all concierge personnel. o Ensure on-site performance is compliant with company expectations with regular testing of personnel (written, practical exercise, etc.) and reporting to General Manager as appropriate.
  • Assist with the execution of quarterly in-depth assessment to ensure service being provided is appropriate to site needs (efficiency opportunities, insufficient coverage, customer service, etc.).
  • Communicate misunderstandings or disputes amongst team members to vendor contact in a timely manner. o Identify issues with personnel performance and work with vendor contact and Management to make staffing changes as appropriate.
  • Assist in the development and ongoing revision of the site manual/post orders. As policies and procedures are revised or new procedures are implemented, the manual must be updated. The overall manual will be reviewed and revised, at a minimum, quarterly. Whenever revisions are made, the manual will be forwarded to the General Manager for comment/approval. o Assist to establish a training program and coordinate such programs with the staff in conjunction with the General Manager.
  • Conduct on-site training of all personnel including initial on-the-job training, ongoing training, and advanced/specialized training.
  • Assist in the planning and organization of resources, and review scheduling of personnel for concierge personnel.
  • Ensure the maintenance and control of all assigned equipment and keys as outlined by company and/or vendor procedures.
  • Complete all required reports in a timely and well-organized manner.
  • Know all building emergency procedures and ensure that all personnel are properly trained.

Customer Service:

  • Fulfill tenant requests.
  • Manage guest access for commercial tenants by monitoring Building Engines and/or placing a call to the tenant to notify of guest
  • Take Ownership of and resolve any tenant/visitor concerns by working closely with Building Management.
  • Prevent solicitors/trespassers/unauthorized individuals from entering the private sectors of the building.
  • Make sure all visitors are properly greeted and registered.
  • Ensure personnel are trained and able to offer information regarding the property and neighborhood.
  • Ensure that all personnel are in approved apparel, are neatly dressed and have excellent hygiene.
  • Observe and confirm that all personnel are pleasant, warm, polite, accommodating, and standing to greet all tenants and visitors.

Quality Assurance:

  • Assist to supervise, monitor, evaluate and make recommendations concerning all aspects of the concierge program in conjunction with the General Manager
  • Inspect all relevant areas of work, report findings, including recommendations and institute any corrective actions required.
  • Assist to develop and maintain relations through frequent personal communications with the vendor contact and site-specific personnel.
  • Develop and maintain all Standard Operating Procedures for managed areas
  • Ensure Third party Concierge/Security performance is compliant with agreement and Samuels &

Associates expectations

  • Regular testing of personnel and report to Third party Concierge/Security Account Manager and

General Manager as appropriate

  • Coordinate time off requests for security and concierge to ensure proper coverage
  • Immediately report any “Red Code” situations to Area Operations Manager
  • Develop and implement progressive discipline policy using Third party Concierge/Security policy as a guideline

  • 1-2 years of commercial, residential or hotel concierge experience preferred.
  • Excellent MS Office application skills, including Microsoft Word, Excel, Power Point, and Outlook.
  • Experience with Yardi, MRI, and/or Building Engines Preferred.
  • Exceptional written and oral communication skills.
  • Strong organizational skills.
  • Outgoing personality; enjoys face-to-face interaction with customers.
  • Self-motivated and able to work with minimal supervision to achieve position responsibilities and objectives.
  • Ability to set priorities, handle multiple tasks and meet deadlines.
  • Ability to sense, identify and resolve underlying or real issues.
  • Demonstrates a commitment to delivering outstanding customer service.
  • Takes ownership to personally resolve customer problems; follows-up with customers in in a timely manner.
  • Listens well, asks clarifying questions and checks for agreement from customers.
  • Strong sense of accountability – ensure that you will do what you say you are going to do.
  • Creates a personal connection with customers – smiles, stands to greet, friendly, respectful and listens before responding.

Commitment to Diversity Equity and Inclusion:

We believe that diversity and inclusion among our teammates are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.