Concierge Team Leader

Duties & Responsibilities

Team Leadership

• Lead, coach, and motivate the concierge team to deliver consistent and high-quality service standards.

• Conduct team briefings, monitor performance, and support staff development.

• Ensure all concierge duties are performed efficiently and professionally.

Resident Experience & Service Excellence

• Provide a warm, professional, and personalized experience for residents, guests, and visitors.

• Handle resident enquiries, feedback, and service requests promptly and effectively.

• Maintain a strong understanding of resident preferences and service expectations.

Operations Management

• Oversee daily concierge operations including front desk duties, visitor management, parcel handling, access control, and resident assistance.

• Manage duty rosters, attendance, and manpower allocation to ensure adequate coverage.

• Ensure the lobby, reception areas, and communal spaces are maintained to reflect the luxury standards of the development.

Stakeholder Coordination

• Liaise with estate management, security, maintenance teams, and external service providers to ensure smooth operations.

• Escalate and follow up on operational issues to ensure timely resolution.

• Support estate activities, events, and special arrangements when required.

Requirements

• Minimum 3 years of experience in concierge, hospitality, luxury residential, hotel, or premium customer service environment.

• Prior experience leading or supervising a customer service/front-of-house team preferred.

• Excellent communication and interpersonal skills with a strong service mindset.

• Well-groomed, professional, and confident in engaging with residents and guests.

• Strong organizational skills with the ability to handle multiple tasks in a fast-paced environment.

• Able to work on a 5-day rostered schedule, including weekends and public holidays.

• Comfortable with 12-hour shifts on selected Fridays, Saturdays, and Sundays.

• SHATEC or GCE 'O' / 'N' level with work experience in customer service / front desk / concierge

• Bilingual in English and Chinese

• Any other equal and approved qualification and experiences