Manager, Building Experience & Standards

About the Role

At PBS Facility Service, we believe that exceptional resident experiences start with exceptional people. As Manager of Building Experience & Standards, you will lead the charge in delivering a hospitality-first culture across our residential portfolio. This role focuses on the daily execution of concierge and front-of-house services, ensuring every resident interaction reflects professionalism, warmth, and the high standards that define the PBS brand. You will oversee concierge, doormen, and amenity staff; implement hospitality-driven protocols; and act as the key link between site-level service and executive-level expectations. If you have a background in luxury service and a passion for building high-performing teams, this role offers an opportunity to shape how residents experience home.

What you will do

• Supervise concierge, front desk, doormen, and amenity staff across assigned buildings to ensure consistent white-glove service and professional presentation.
• Train frontline staff on hospitality protocols, tone of voice, resident interaction, uniform standards, and problem-solving approaches.
• Conduct regular site visits to assess service quality, staff performance, resident satisfaction, and adherence to PBS standards.
• Create, implement, and maintain hospitality-focused SOPs, checklists, and communication protocols for all front-of-house staff.

What it takes to be successful

• BA in Hospitality Management, 3–5 years of experience in residential concierge, luxury hotel operations, or hospitality-focused property management.