Concierge Supervisor

The Concierge Supervisor is a hands-on, guest-facing leadership role responsible for the daily performance of the Concierge team and the quality of every guest and tenant interaction across the property. This position provides direct support to the Concierge Manager across all aspects of daily operations and steps in to lead the team whenever the Manager is off property.

This position operates in a fast-paced, high-responsibility environment. The Supervisor leads by example at the Concierge Desk while managing team performance, resolving escalations, and completing administrative responsibilities. The Supervisor also plays an active role in seasonal activations such as Santa House and Bunny Bungalow, supporting staffing, sales, and guest experience throughout each program. Balancing competing priorities, high guest volume, and shifting business needs is a regular part of this role. Success requires strong problem-solving skills, adaptability, and consistent follow-through on both daily responsibilities and guest resolutions. Must demonstrate initiative, anticipate needs before they arise, and consistently uphold Caruso policies and standards.

The position reports directly to the Concierge Manager along with direction from Property Management.

ESSENTIAL FUNCTIONS

• Supervise and lead the Concierge team by example, ensuring consistent adherence to Caruso service standards, policies, and operational guidelines.
• Oversee day-to-day Concierge operations, including scheduling, task assignments, break coverage, and daily desk flow.
• Train, mentor, and coach Concierge Ambassadors on service delivery, property knowledge, and brand standards; assist in developing and maintaining ongoing training programs.
• Provide timely feedback and recognition, document performance concerns, and escalate recurring issues in accordance with company procedures.
• Conduct regular one-on-one meetings with Concierge Ambassadors to address concerns, establish development goals, and provide ongoing coaching, with recaps shared with the Concierge Manager as needed.
• Assume managerial duties for the Concierge team in the Concierge Manager's absence, including their scheduled days off, time off, and offsite obligations, providing direction and support as needed.
• Regularly serve as Manager on Duty (MOD) on weekends, acting as the primary point of contact for operational issues, guest and tenant escalations, and team support across the property.
• Oversee the WOW Card program, ensuring the Concierge Lead completes all assigned responsibilities including card distribution, weekly tracking, and team participation, while personally completing WOW moments to lead by example.
• Prepare and submit the monthly WOW Program report to Property Management, including redemption data, tenant costs, program feedback, and top WOW moments.
• Manage all holiday activations, including Santa House and Bunny Bungalow staffing and sales, and support staffing needs for Caruso events portfolio-wide.
• Be on-site and available in the back office by 10:00 AM daily to provide immediate leadership support at the Concierge Desk from the start of the business day.
• Divide time between the Concierge Desk and the back office based on business needs, maintaining visible presence at the desk during peak volume periods and reserving back-office time for administrative work.
• Actively monitor the Concierge Desk by camera and radio while working in the back office to identify guest arrivals, wait times, and coverage gaps, and step in to assist as needed.
• Monitor desk staffing levels throughout the day, adjusting coverage in real time, and deploying Ambassadors to property walks, signage checks, and guest touchpoints during slower periods.
• Conduct and oversee routine property signage audits, verifying accuracy, placement, condition, and brand compliance, and reporting damages or updates needed to the Concierge Manager and Property Management.
• Act as the point of escalation for complex guest, tenant, and resident inquiries, complaints, or service requests, resolving issues to completion with professionalism and tact.
• Manage the collection of guest feedback and ensure timely responses and proper communication of feedback to the Concierge Manager.
• Attend and participate in property, department, and leadership meetings. Communicate relevant updates to the Concierge team and ensure follow-through on action items.
• Coordinate and collaborate with property departments, retail tenants, service providers, and community partners to deliver seamless, cohesive guest experiences.
• Partner with local businesses, attractions, and cultural institutions to curate personalized experiences and exclusive offerings for guests and tenants.
• Maintain a thorough working knowledge of the property, amenities, services, seasonal activations, and the greater Los Angeles hospitality landscape, including attractions, dining, cultural institutions, and entertainment venues.
• Maintain and update property information, daily logs, standard operating procedures, and operational trackers used to measure service delivery, identify trends, and drive continuous improvement toward a five-star guest experience.
• Handle administrative responsibilities including reporting, payroll oversight, and reconciliation of sales, including daily Gift Card and Special Event deposits.
• Ensure Concierge Ambassadors consistently adhere to uniform and grooming guidelines, including name tags, and complete monthly uniform inventory for review with the Concierge Manager.
• Ensure compliance with property policies, safety protocols, and standards of conduct, upholding the highest level of professionalism, integrity, and guest confidentiality in all interactions.
• Partner with the Concierge Manager to implement service enhancements and support the ongoing development and engagement of the Concierge team.
• Provide regular personal recognition to team members who deliver superior performance.
• Foster a team environment that encourages innovation, creativity, and collaboration.
• Perform all concierge ambassador responsibilities as operational needs require.
• Other duties as assigned.

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.
• Self-manage with lots of initiative, team spirit and positive nature
• Tenacious with excellent follow up
• Exceptional communication skills (written + verbal)
• 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”.

SCHEDULE: 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.