Concierge Manager

The Opportunity

The Concierge Manager at Atlantic Station is a champion of hospitality, responsible for leading, developing, and overseeing the guest services department at our premier mixed-use destination. This role manages the entire guest services footprint, directly supervising the Lead Concierge and a dynamic team of Part-Time Concierges. The ideal candidate is a high-energy hospitality professional who thrives in a fast-paced environment, excels at operational organization, and is passionate about setting a first-class standard for the 4.5 million annual visitors who enjoy Atlantic Station.

Job Type

Full-time, Salaried, Exempt

Reports To

Sr. Marketing Manager

What You’ll Do

• Leadership, Team Management & Accountability

  • Team Oversight: Provide strategic direction, leadership, and management to the Lead Concierge and the entire Concierge staff.

  • Performance & Training: Onboard, train, and continuously coach team members on department policies, operational procedures, and customer service expectations.

  • Scheduling & Shift Organization: Manage labor budgets and department schedules to ensure optimal staffing during peak property hours, weekends, holidays, and special events.

• Operational Excellence & Escalations

  • Service Standards: Maintain, review, and evolve standard operating procedures for the concierge desk, ensuring an upbeat, proactive, and seamless visitor experience.

  • Advanced Escalations: Act as the primary point of resolution for complex guest concerns, managing sensitive issues with diplomacy and a solutions-oriented approach.

  • System & Data Management: Ensure the team maintains technical proficiency in internal tracking systems and software, verifying that all electronic data entries, amenity bookings, and guest logs are managed accurately.

• Placemaking & Event Collaboration

  • VIP & Community Activations: Partner closely with Marketing, Property Management, and Operations to support property wide events, coordinate private/party room bookings, and streamline vendor setups.

  • Amenity Operations: Oversee logistical operations for visitor amenities, including complimentary stroller/wheelchair programs, customer purchase pickup logistics, and baggage storage workflows.

What You Bring to the Table

• Experience & Leadership

  • Proven Tenure: 3–5 years of progressive hospitality, hotel front desk, premium retail, or customer service experience, with at least 1–2 years in a dedicated supervisory or managerial role.

  • Organizational Mastery: Exceptional multitasking, problem-solving, and schedule-management capabilities.

• Communication & Technical Skills

  • Interpersonal Strength: Outstanding oral and written communication skills with the ability to influence, motivate a team, and remain professional under pressure.

  • Technical Literacy: High competence in standard office software (Microsoft Office Suite) and a quick adaptability to internal guest service property software. Bilingual skills are a plus.

• Physical Demands & Availability

  • Physical Agility: Ability to stand for extended periods, walk long distances across a dynamic outdoor retail environment, and occasionally lift up to 40 pounds.

  • Flexible Schedule: Must be available to support property needs by working a flexible schedule that includes mornings, mid day, nights, weekends, and major holidays.

Oh, You Want the Perks?

• Career Development

  • We offer a competitive compensation and benefits package designed to support your health, financial security, and work-life balance.

• Health & Wellness

  • Medical, Dental, & Vision: Coverage through United Healthcare.

  • Disability & Life Insurance: Employer-paid short-term/long-term disability and life & AD&D insurance.

• Financial Security

  • 401k: With a company match of 50% on the first 5% of your contributions.

  • Paid Time Off (PTO): 15 days of PTO are accrued from your first full pay period.

  • Paid Holidays: You will receive 10 paid holidays per year, plus a paid birthday holiday and 2 paid volunteer days.

• Additional Company-Paid Benefits

  • Access to HealthJoy for telehealth and advocacy services, and Rocket Lawyer for legal services.