Job Description

The Concierge Supervisor is a guest-facing position who leads a team of Concierge Ambassadors to deliver a white glove, five-star experience for our valued residents and guests. This role is dedicated to ensuring unparalleled service for both residents of Palisades Village and guests visiting our retail center through all interactions via phone, email, and in person. The Concierge Supervisor provides leadership, training, and operational support to the Concierge team while serving as a trusted extension of Property Management, assisting with administrative tasks and workload management to ensure seamless property operations. Must be an organized, proactive self-starter with excellent judgment, able to multi-task, problem solve, and shift priorities as needed. Reports directly to the Property Management team.

ESSENTIAL FUNCTIONS:

• Maintain thorough knowledge of the Los Angeles hospitality landscape, including key attractions, dining options, cultural institutions, and entertainment venues to provide expert recommendations
• Foster positive relationships with retail tenants, service providers, and community partners to facilitate seamless coordination and elevate both guest and resident services
• Partner with local businesses, attractions, and cultural institutions to curate personalized experiences and exclusive offerings
• Lead the Caruso Signature enrollment process, communicate program benefits to tenants and guests, and resolve related guest issues
• Uphold the highest standards of professionalism, integrity, and confidentiality in all interactions with guests, residents, tenants, and stakeholders
• Coordinate and collaborate with various property departments to ensure cohesive guest and resident experiences
• Manage collection of guest and resident feedback and ensure timely response with proper communication to Property Management
• Develop, implement, and maintain operational trackers, logs, and reporting tools to measure service delivery, identify trends, and drive continuous improvement
• Manage website inquiries by monitoring incoming requests, ensuring timely responses, delegating tickets appropriately, and overseeing resolution tracking
• Maintain operational excellence by ensuring safety and property policies are adhered to and maintaining property information, logs, and operational procedures
• Handle reporting, performance evaluations, and payroll oversight for the Concierge team
• Reconcile sales and manage daily deposits as needed, including Gift Card and Special Event Deposits
• Manage holiday activities and programming, including staffing coordination and execution of seasonal events such as tree lightings, menorah lightings, and other celebrations
• Ensure Concierge Ambassadors adhere to uniform guidelines, including name tags; execute uniform inventory monthly
• Other duties as assigned.

MINIMUM REQUIRED QUALIFICATIONS:

• Minimum 3 years of experience in hospitality, luxury property management, or related field
• Prior supervisory or team leadership experience in a customer-facing role
• Excellent communication, interpersonal, and leadership skills with proven ability to manage and motivate a team
• Strong organizational, project, and time management skills with attention to detail
• Ability to handle escalated situations with professionalism and tact
• Self-starter with initiative, team spirit, positive nature, and tenacious follow-up
• Able to operate in a luxury environment where attention to detail and providing a superb guest and resident experience is vital; possess the ability to be creative, flexible, and think "outside the box"
• Proficient in Microsoft Office Suite and tech-savvy with ability to quickly learn and adapt to new technologies, property management systems, and communication platforms
• Flexibility to work varied schedules, including weekends and holidays as needed
• Proficiency in English is vital as it serves as the primary language of communication

SCHEDULE:

Work schedule may vary by department and/or property. This position requires flexibility in work hours, including the possibility of working nights, weekends, and holidays to meet the demands of the business. Please note that blackout dates may apply during peak business periods, and time off may be limited or subject to approval.

$23 - $26 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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