Lead Residence Concierge

Company Description Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

Job Description

The Lead Residence Concierge serves as the lead member of the Residential Services team and is responsible for delivering an exceptional luxury residential experience while supporting the daily operation of the Residences Concierge function. This role acts as a key liaison between residents, vendors, and operational departments, overseeing resident communications, onboarding, access management, move coordination, contractor scheduling, and service delivery. The Lead Residence Concierge provides guidance and support to Concierge, Door, and Butler colleagues while fostering strong resident relationships and ensuring the highest standards of personalized service synonymous with the Raffles brand.

Residential Operations Leadership:

· Serve as the primary operational lead for the Residence Concierge operation during assigned shifts. · Provide day-to-day guidance, coaching, and support to Concierge, Door, and Butler colleagues. · Assist with onboarding, training, performance development, and ongoing coaching of residential team members. · Support adherence to residential policies, procedures, and service standards. · Partner with Residence leadership to identify opportunities to enhance operational efficiency and resident satisfaction. · Prepare and maintain colleague schedules and coordinate coverage for call-outs, vacations, and operational needs.

Resident Relations & Communications:

· Develop and maintain strong relationships with residents, owners, guests, and authorized representatives through personalized and anticipatory service. · Serve as a primary point of contact for resident inquiries, requests, feedback, and concerns, ensuring timely follow-up and resolution. · Draft and distribute resident communications, building notices, newsletters, Residence Lounge updates, and operational announcements. · Maintain accurate resident profiles, preferences, communication records, and service requests. · Support service recovery efforts and proactively address resident concerns to maintain the highest levels of satisfaction.

New Resident & Owner Onboarding:

· Coordinate and facilitate new owner and resident onboarding experiences. · Conduct resident orientations and property tours. · Coordinate welcome packages, access credentials, building information, and orientation materials. · Support residents with move-in requirements, amenity access, building procedures, and community resources. · Ensure a seamless and welcoming transition for all new residents.

Access Control & Building Systems:

· Manage resident keys, fobs, parking credentials, and access control records. · Coordinate access requests, programming, issuance, replacements, and recordkeeping. · Maintain compliance with all building security protocols and access procedures. · Partner with Security and Building Management regarding resident access, visitor authorizations, and building access issues.

Move Management & Resident Coordination:

· Coordinate resident move-ins, move-outs, furniture deliveries, contractor access, and elevator reservations. · Schedule service elevators and ensure proper protection of common areas. · Partner with Security, Engineering, Housekeeping, and Building Management to ensure efficient execution of resident activities. · Monitor compliance with building rules, procedures, and operational requirements.

Vendor & Contractor Management:

· Coordinate access for approved vendors, contractors, and service providers. · Verify Certificates of Insurance (COIs) and required compliance documentation. · Maintain relationships with preferred vendors and residential service partners. · Assist residents with vendor coordination and recommendations in accordance with established building requirements.

Concierge & Resident Services:

· Provide personalized concierge services, recommendations, reservations, transportation arrangements, and local area information. · Maintain current knowledge of local attractions, dining, cultural events, transportation resources, and luxury service offerings. · Coordinate package handling, messenger services, mail distribution, and resident deliveries. · Ensure common areas, concierge workspaces, and arrival areas maintain luxury presentation standards. · Maintain departmental equipment, operational resources, directories, and resident service information.

Administrative & Operational Support:

· Create, update, and maintain residential policies, procedures, resident guides, vendor lists, and operational documentation. · Prepare reports, maintain departmental records, and track operational and resident activity. · Assist with Residence Lounge administration, reservations, usage policies, and resident programming. · Support the Director of Residences with special projects, audits, budgeting initiatives, and operational improvements. · Monitor service trends and identify opportunities to enhance resident engagement and overall experience.

Qualifications

Education & Experience:

· 5+ years of Concierge experience in a luxury residential environment required. · Must be proficient in Windows, Company approved spreadsheets and word processing Must have a valid driver's license for the applicable state. · Must have extensive knowledge of the area and be able to give directions clearly.

Physical requirements:

· Flexible and long hours sometimes required. · Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. · Ability to stand during entire shift.

General Requirements:

· Maintain a warm, professional, and service-oriented demeanor at all times. · Communicate effectively and professionally, both verbally and in writing, with residents, guests, colleagues, vendors, and business partners. · Exercise sound judgment, discretion, and confidentiality when handling resident, operational, and colleague matters. · Demonstrate strong organizational skills with the ability to prioritize competing responsibilities in a fast-paced luxury residential environment. · Anticipate resident and operational needs and proactively identify solutions. · Maintain thorough knowledge of residential facilities, amenities, services, policies, and building operations. · Ensure resident requests, concerns, and service recovery matters are addressed promptly and professionally. · Support and uphold all Residence and Raffles standards, policies, procedures, and brand expectations. · Foster positive working relationships across all departments to support seamless resident experiences. · Maintain compliance with all safety, security, and regulatory requirements. · Participate in required meetings, trainings, and professional development activities. · Maintain regular attendance and scheduling flexibility based on business needs. · Perform other duties and special projects as assigned by Residence leadership. Additional Information

• Hourly Wage: $41.00/hour
• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Excellent Company benefits including medical, dental, vision and life insurance.
• Personalized development opportunities across Accor's extensive brand portfolio.
• Ability to make a difference through our Corporate Social Responsibility activities