Lead Residence Concierge

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.