Concierge Supervisor

Job Summary The Concierge Supervisor is responsible for leading, mentoring, and overseeing the front-of-house concierge team to ensure an exceptional living experience for residents. This role combines team leadership, shift management, and administrative tracking with hands-on, high-end hospitality and security oversight. Key Responsibilities Team Leadership & Shift Management Supervise front-desk staff on daily operations, ensuring team members strictly adhere to uniform, grooming, and performance standards. Manage team rosters and shift scheduling to guarantee optimal front-desk coverage during peak hours, holidays, and weekends. Train new hires on standard operating procedures, customer service excellence, and handling difficult residential situations. Conduct daily briefings to update the team on facility maintenance schedules, upcoming private events, and ongoing management notices. Step in actively to assist the team during high-traffic periods, including helping residents and guests with heavy luggage. Resident Relations & Escalation Handling Resolve complex complaints or sensitive enquiries escalated by junior staff, ensuring residents receive swift, professional resolutions. Communicate effectively in both English and Chinese to seamlessly address inquiries from a diverse, multicultural resident demographic. Build strong relationships with members of the Management Corporation Strata Title (MCST) or residential council to align service standards. Oversee VIP arrivals and coordinate complex personal logistics, transport arrangements, or special resident requests. Operations & Vendor Management Audit visitor management systems and digital logs daily to ensure accuracy in parcel distribution and key control records. Coordinate facility maintenance by liaising with engineering teams regarding lobby upkeep, elevator updates, or amenity repairs. Supervise external vendors , including cleaning crews and landscape contractors, ensuring front-of-house communal s…