Lead Concierge

The Opportunity

A dynamic, detail-oriented, and natural leader, the Concierge Lead at Atlantic Station is responsible for delivering an exceptional customer experience, acting as a knowledgeable resource for all visitors, and supporting daily team operations. This role is perfect for a self-motivated, high-energy individual who thrives in a fast-paced environment, excels at problem-solving, and is committed to leading by example to ensure our service standards are consistently met.

Job Type: Full-time, Hourly, Non-Exempt, Permanent Position
Reports To: Concierge Manager

What You’ll Do

• Leadership & Team Support
• Guide & Delegate: Assist with delegating tasks and ensuring daily team responsibilities are completed efficiently.
• Accountability: Hold team members accountable to department policies, procedures, and service expectations while leading by example.
• Operational Liaison: Support management with operational needs, team communication, shift organization, and maintaining strong knowledge of department systems.
• Customer Service & Escalations
• Elevated Service: Greet guests with a welcoming smile and enthusiasm, stay attentive throughout their visit, and provide immediate, high-touch assistance (including walking guests to destinations and assisting with complimentary strollers/wheelchairs).
• Issue Resolution: Assist with resolving guest concerns effectively and escalate complex issues to management when necessary.
• Events & Operations
• Events & Admin: Assist with VIP events and coordinate party room bookings, including setup and hosting. Maintain a strong competence in internal computer systems to enter guest details electronically.
• Logistics: Deliver guest purchases to designated pickup points and handle luggage and baggage storage workflows.

Requirements: What You Bring to the Table

• Experience & Leadership: 1–2 years of leadership, hospitality, retail, or customer service experience preferred. Strong organizational, multitasking, and problem-solving abilities are essential.
• Personal: A customer-focused, high-energy, and upbeat personality with a passion for delivering outstanding service. You should be positive, professional, and thrive under a high sense of urgency while maintaining professionalism in a fast-paced environment.
• Technical: Strong competence in computer operating systems and internal software programs.
• Communication: Excellent communication skills. Bilingual skills are a plus but not required.
• Physical: The ability to stand for extended periods, walk long distances, and lift up to 40 pounds.
• Availability: Must be able to work a flexible schedule, including mornings, mid-day, nights, weekends, and holidays.

Oh, You Want the Perks?

• Miscellaneous Benefits
• Medical, Dental, & Vision: Coverage through United Healthcare
• Disability & Life Insurance: Employer-paid short-term/long-term disability and life & AD&D insurance.
• 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.