Position Summary

The Concierge Manager is a senior hospitality leader responsible for the full front-of-house operation at the company- from the moment a tenant walks through the door to the last touchpoint of their day. This is not a supervisory desk role. It is a strategic and deeply hands-on leadership position that sets the tone, holds the standard, and builds the culture of tenant-facing team.

The Concierge Manager owns front-of-house service delivery, leads and develops the concierge team, manages the operational infrastructure of the lobby and reception environment, and serves as the primary relationship bridge between Rivani's tenants and the broader property team. This leader brings the instincts of a five-star hotelier, the discipline of an operator, and the warmth of someone who genuinely believes that hospitality is a craft worth mastering.

Essential Duties And Responsibilities

• Tenant Relationships: Serve as the primary relationship manager for tenants - learning names, preferences, business needs, and personal details that enable genuinely personalized service delivery at every interaction.
• Service Standards: Set, model, and enforce the front-of-house service standard across all shifts and team members. Ensure that every tenant and guest interaction reflects Rivani's Class X identity - not occasionally, but consistently.
• Anticipatory Service: Build systems and team habits that ensure tenant needs are anticipated before they are expressed. Train the team to read the room, know the tenant, and act with initiative and care.
• VIP & Complex Requests: Personally manage high-priority requests, sensitive tenant matters, and complex service arrangements with absolute discretion and flawless execution.
• Service Recovery: Lead all escalated service recovery situations with decisiveness, empathy, and ownership. Ensure every tenant leaves every interaction - including difficult ones - with confidence in Rivani's care for them.
• Daily Operations: Oversee the full front-of-house operation including lobby management, desk operations, visitor and access protocols, communications management, package handling, and shift continuity documentation.
• Team Leadership: Recruit, onboard, train, schedule, coach, and evaluate Concierge team and front-of-house staff. Build a team culture rooted in excellence, accountability, and genuine hospitality.
• Training & Development: Design and deliver ongoing training programs that reinforce ultra-luxury service standards, build team capability, and ensure consistent execution across all shifts and personnel.
• Grooming & Protocol Standards: Enforce grooming, appearance, and service protocol standards across the team at all times. Ensure every team member is a credible and polished representative of the Rivani brand.
• Scheduling & Coverage: Manage team scheduling to ensure full coverage during all operational hours, events, and peak periods without compromising service quality or team sustainability.
• Vendor Stewardship: Build and manage relationships with premium service partners, on-site vendors, and third-party providers. Coordinate all vendor-supported services and ensure every external partner operates at Rivani's standard.
• Event Support: Provide front-of-house infrastructure and team support for tenant events, programming activations, and VIP functions.
• Partner Accountability: Hold all third-party service providers to Rivani's expectations for professionalism, quality, and delivery. Escalate performance concerns and manage vendor relationships proactively.
• Systems & Platforms: Oversee front-of-house technology platforms including visitor management, tenant communication tools, service request tracking, and operational reporting systems.
• Communications Management: Ensure all tenant communications are handled with the tone, accuracy, and responsiveness that Rivani's standards require.
• Brand Presence: Act as one of Rivani's most visible brand representatives. Maintain an impeccable personal presence and ensure the team reflects that standard in every interaction, every day.
• Reporting & Documentation: Maintain accurate operational records, shift reports, tenant preference logs, and performance documentation. Provide regular reporting to the Director of Hospitality on team performance and tenant experience metrics.
  
  

Education & Experience

• 5+ years of progressive experience in 5-star luxury hospitality - five-star hotel management, private membership clubs, ultra-luxury residential, or a closely related environment with direct front-of-house leadership responsibility
• Demonstrated success leading and developing high-performing hospitality teams in a hands-on, tenant or guest-facing operational environment
• Deep familiarity with luxury service standards, tenant relations protocols, and the operational rhythms of a premium front-of-house environment
• Proven ability to manage complex, sensitive requests and escalated service situations with composure and decisive resolution
• Strong vendor and partner management experience with a track record of holding third parties to elevated service expectations
• Exceptional professional presence - polished, articulate, and commanding without ever losing warmth
• Proficiency with front-of-house technology platforms, visitor management systems, and Microsoft Office Suite
• Flexibility to support event-driven schedules, operational peaks, and evolving tenant needs
• Bilingual English/Spanish strongly preferred given Rivani's community and Black Briar's workforce
• Bachelor's degree in hospitality management, Business, or a related field preferred; equivalent professional experience considered