Job Description

The Concierge Supervisor, Americana at Brand, plays a pivotal role in overseeing the Concierge team, ensuring the delivery of exceptional service, and maintaining a seamless experience for residents, guests, and visitors across our multifaceted property.

ESSENTIAL FUNCTIONS

• Supervise and lead the Concierge team, ensuring consistent adherence to luxury service standards and operational guidelines.
• Oversee day-to-day Concierge operations, including scheduling, task assignments, and shift coverage.
• Train, mentor, and support Concierge staff in delivering exceptional, personalized service and maintaining comprehensive property knowledge.
• Foster a culture of hospitality excellence by modeling best-in-class service behaviors and actively coaching team members in real-time.
• Act as a point of escalation for complex guest or resident inquiries, complaints, or service requests, resolving them with professionalism and urgency.
• Develop and maintain a deep understanding of The Americana at Brand, including tenants, events, promotions, and amenities to ensure the team can make timely and informed recommendations.
• Proactively research and communicate weekly updates about City of Glendale happenings, seasonal events, and top attractions across Los Angeles to enrich guest and resident experiences.
• Organize regular knowledge-sharing sessions and curated experiences (e.g., local tours, vendor presentations) to keep the Concierge team informed and inspired.
• Coordinate and collaborate with various departments (Security, Operations, Valet, Leasing, Marketing) to ensure seamless and cohesive guest experiences.
• Ensure up-to-date and accurate documentation of property information, Concierge logs, SOPs, and guest preferences.
• Assist in developing, enhancing, and implementing training programs focused on hospitality etiquette, problem-solving, local awareness, and brand voice.
• Monitor service interactions and performance standards through direct observation, guest feedback, and reporting metrics.
• Maintain compliance with property policies, safety protocols, and standards of conduct.
• Handle administrative duties including performance evaluations, coaching plans, payroll oversight, and reporting for the Concierge team.

MINIMUM REQUIRED QUALIFICATIONS

• ​Excellent communication, interpersonal, and leadership skills. ​
• Proven ability to effectively manage and motivate a team. ​
• Strong organizational skills with attention to detail. ​
• Ability to handle escalated situations with professionalism and tact. ​
• Prior supervisor or team leadership experience, in a customer-facing role. ​
• Flexibility to work varied schedules, including weekends and holidays as needed. ​
• Proficiency in MS Office Suite and familiarity with property management systems/software.
• Minimum 3 years of experience in hospitality, property management, or related field

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.

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