Concierge Manager, The Americana at Brand & Masonic Temple

The Concierge Manager for The Americana at Brand and the Masonic Temple is a guest-facing position, responsible for leading all Concierge Ambassadors, Porters and Seasonal Employees by example, to ensure five-star services and experiences. This position must be passionate about providing outstanding luxury hospitality and will be dedicated to The Americana at Brand and the Masonic Temple, and its valued guests, residents and tenants. This individual’s primary duty is to deliver unparalleled service that surpasses all expectations in a professional, friendly, warm, and engaging manner. The Concierge Manager will orchestrate the flow of the lobby, foster ongoing positive relationships with tenants and residents by delivering exceptional customer service, provide leadership support, aid the team, and train/coach staff as needed. This person oversees the property's guest, resident and tenant experience and ensures all departments uphold the Caruso standards.

• Lead, mentor, and inspire the concierge teams, cultivating a culture of excellence and continuous improvement
• Develop and train Ambassadors on creative approaches to enhance the guest experience
• Foster a team environment that motivates and sustains exceptional performance
• Serve as a liaison between management and concierge staff, ensuring clear communication and effective strategy implementation
• Interview and make hiring recommendations for Concierge positions
• Oversee staffing schedules and ensure roaming concierge duties for optimal customer service
• Solicit and address employee feedback, maintaining an "open door" policy
• Act as a brand ambassador, representing the retail center’s values and commitment to excellence in all interactions
• Build and maintain strong relationships with luxury retailers within the center to ensure their expectations are met in terms of guest services and brand presentation.
• Serve as the face of the hospitality services, ensuring all customer-facing staff embody the center’s luxury values and deliver a consistent brand experience.
• Maintain a thorough understanding of the Los Angeles hospitality landscape to provide exceptional service and recommendations to guests and residents
• Direct and oversee the Caruso Signature loyalty program, ensuring effective communication of benefits to tenants, residents and guests
• Collaborate with the Marketing team to promote Caruso and The Americana at Brand initiatives
• Develop and implement strategies to elevate concierge service, aligning with the needs and preferences of the Los Angeles hospitality and concierge community
• Curate personalized experiences and exclusive offerings by collaborating with local businesses and cultural institutions
• Stay updated on hospitality industry trends and incorporate innovative ideas into property operations
• Oversee seasonal activations, such as the Bunny Bungalow, Santa House, special events, promotions, and partnerships to enhance the retail center's profile and community engagement
• Foster strong relationships with retail tenants, collaborating on initiatives to drive foot traffic and enhance guest experience
• Analyze customer feedback and market trends to identify opportunities for improvement in concierge services
• Following-up with guests who have concerns and challenges during their visit and ensure that all issues are resolved
• Working with property teams to evaluate and correct guest concerns
• Management of the general property email; respond to guest inquires and feedback within 48 hours, escalating concerns as needed
• Monitor and assess property conditions to ensure standards are being upheld, including cleanliness, landscaping, tenant operating hours
• Manage guest/tenant requests to fulfill the “full service” commitment, including reservations, travel arrangements, and other services
• Perform administrative duties and manage payroll
• Execute annual budget, monthly forecasts, and expense reporting for the Concierge department
• Manage holiday activities and additional staffing for events
• Ensure all guest/tenant requests are recorded in designated data systems
• Create a supportive work environment encouraging innovation and teamwork
• Manage charitable requests and guest experience enhancements
• Uphold high standards of professionalism, integrity, and ethical conduct in concierge management
• Perform other duties as assigned

• Minimum of 5 years of experience in a hospitality management role, preferably within a luxury retail or hotel environment, preferred
• Strong leadership skills with the ability to mentor and motivate a diverse team
• Excellent interpersonal and communication skills to interact effectively with guests, tenants, and team members
• Proven ability to develop and implement innovative service strategies and guest experiences
• Deep knowledge of the Los Angeles hospitality landscape, including key attractions, dining options, and cultural institutions
• Demonstrated ability to collaborate with various departments and external partners to achieve organizational goals
• Proficiency in managing budgets, forecasts, and expense reports
• Strong organizational skills with attention to detail and the ability to handle multiple tasks simultaneously
• High level of professionalism, integrity, and ethical conduct in all aspects of work
• Flexibility to work varied hours, including evenings, weekends, holidays and MOD shifts as needed
• Enthusiasm for fostering a positive work environment that encourages teamwork, innovation, and excellence
• Commitment to maintaining confidentiality of sensitive information
• Passion for delivering exceptional service and creating memorable experiences for guests
• College degree preferred
• Able to multi-task and maintain a good temperament during high-pressure situations
• Able to push a bell cart or flatbed up to 35 pounds
• Standing, walking, and sitting up to 8 hours per day
• Ability to climb stairs
• Meets Caruso grooming standards
• Working outdoors up to 8 hours a day
• Equipment used: Phone system, computer equipment, radio, flatbed cart, strollers, wheelchair, umbrellas, stanchions, and signage
• Must be flexible and willing to work different shifts as needed, including weekends, nights, and holidays

Caruso is an equal opportunity employer.  We celebrate a diverse and inclusive workforce that reflects the communities we serve. We believe that diversity of thought, background, and experience makes us stronger and more innovative. We do not discriminate against any employee or applicant for employment and comply with all applicable laws providing equal employment opportunities.  We foster a workplace where everyone feels welcome, respected, and valued. We are committed to creating a workplace where everyone can thrive.