Concierge Operations Manager

About the role

Emprime Solutions LLC is seeking an experienced and motivated Concierge Operations Manager to oversee daily concierge operations across residential communities. This role involves supervising employees, managing schedules, coordinating payroll information, maintaining client relationships, and ensuring high-quality service for residents, guests, and property management teams.

Responsibilities

Concierge Operations and Management

• Oversee daily concierge operations across assigned residential properties.
• Recruit, interview, train, supervise, and evaluate concierge staff.
• Create and manage employee schedules to ensure adequate staffing and coverage.
• Conduct site visits to monitor service quality, employee attendance, uniforms, and professional conduct.
• Coordinate coverage for call-outs, absences, and scheduling changes.
• Address operational challenges and implement service improvements.

Payroll and Administration

• Collect, review, and verify employee timesheets, hours worked, overtime, and attendance records.
• Prepare and submit accurate payroll information by established deadlines.
• Monitor clock-ins, clock-outs, missed punches, and scheduling discrepancies.
• Communicate payroll corrections and missing information to HR or payroll.
• Coordinate new-hire payroll documentation and track approved absences and paid time off.
• Maintain accurate, confidential employee and payroll records.
• Prepare operational reports, staffing updates, and payroll summaries as requested.

Client and Resident Relations

• Maintain strong relationships with property managers, residents, and clients.
• Respond professionally to complaints, concerns, and service requests.
• Communicate staffing updates and operational issues to clients and company leadership.
• Ensure concierge staff deliver courteous, consistent, and professional service.
• Follow up with clients to evaluate satisfaction and identify improvements.

Employee Performance and Compliance

• Monitor employee performance and provide coaching and feedback.
• Ensure employees complete onboarding, training, and client-specific assignments.
• Address attendance and performance issues in accordance with company policies.
• Work with HR and management on staffing needs and employee-related matters.
• Ensure compliance with company procedures, client requirements, and applicable workplace regulations.

Qualifications

• Experience in concierge services, hospitality, property management, customer service, or operations management.
• Previous supervisory or management experience required.
• Experience with employee scheduling, timesheets, attendance tracking, or payroll coordination preferred.
• Strong leadership, communication, organizational, and problem-solving skills.
• Ability to manage multiple properties, employees, and priorities.
• Proficiency in Microsoft Office, email, spreadsheets, and scheduling or timekeeping systems.
• Ability to handle confidential information responsibly.
• Valid driver's license and reliable transportation preferred for travel between properties.
• Bilingual in English and Spanish is a plus.

Benefits

• 401(k)
• 401(k) matching
• Company parties

Work Environment

This position combines administrative duties with on-site visits to residential properties. Flexibility is required to address staffing needs, payroll deadlines, and client concerns.