Concierge Supervisor

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 spaces remain immaculate.
• Prepare operational reports regarding incidents, lost-and-found assets, and team performance metrics for the Residence Manager.
• Security, Safety & Emergency Response
• Enforce access control policies strictly across the concierge team to prevent unauthorized entries into the estate.
• Serve as first responder during on-site emergencies, executing evacuations or emergency protocols during fire alarms or medical crises.
• Verify CCTV audit trails alongside the security team whenever security breaches or residential disputes occur.
• Job Requirements
• Experience & Education
• Minimum 2 to 3 years of supervisory experience in luxury hospitality, premium serviced apartments, or high-end residential developments.
• Educational background with a Diploma in Hospitality Management, Estate Management, or a related professional certification.
• Skills & Competencies
• Bilingual proficiency is essential ; must be fully fluent in spoken and written English and Chinese to handle daily communications, written notices, and resident relations effectively.
• Proven leadership skills with the ability to motivate team members and defuse high-pressure situations calmly.
• Strong proficiency in administrative report writing and digital communication tools.
• Proficiency in tech solutions , including property management systems (PMS), visitor software, and standard office applications (MS Office).
• Strong problem-solving capacity to tackle operational bottlenecks independently.
• Physical & Schedule Requirements
• Ability to lift up to 20kg occasionally to assist team members with resident luggage, parcels, or heavy logistics.
• Willingness to work shifts , including rotating night schedules, weekends, and public holidays as required by the property.

Additional Information

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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at DEESOLO INTERNATIONAL PTE. LTD.? Share your experience