Concierge Team Lead

The Greet Hub Concierge Team Lead provides professional, high-quality support to employees, visitors, and internal stakeholders in a fast-paced corporate environment. This highly visible role blends hospitality, administrative coordination, and daily operations leadership to deliver best-in-class service to employees, clients, and guests.

In this location, concierge team members report directly to the Team Lead, who is responsible for providing day-to-day guidance, support, and oversight to ensure consistent service delivery and adherence to operational standards.

As the go-to resource for team members and clients alike, the Team Lead leads by example: taking initiative, managing administrative tasks, promoting concierge services through tabling events, and representing as the face of the Greet Hub with warmth, efficiency, and expertise.

If you thrive in a leadership role that blends service, organization, and visibility, this position offers the opportunity to elevate the employee experience and support a high-performing workplace culture.

Work Environment

This role is based onsite in a professional corporate office environment. The Concierge Team Lead is expected to maintain a visible, welcoming presence and support both daily operations and service delivery throughout the workday. Flexibility may be required based on business needs, staff coverage, and onsite events.

Job Duties:

Operational Support

• Provide a warm, polished, and professional welcome to all employees, visitors, and vendors, setting the standard for a five-star workplace experience.
• Anticipate and proactively address employee and guest needs to deliver memorable and high-touch experiences.
• Respond to employee requests in a timely, courteous, and professional manner.
• Maintain a clean, organized, welcoming, and well-stocked reception area and common spaces.
• Support new hire tours and assist with visitor or group arrivals as needed.
• Stay informed about building activities, workplace updates, and local resources that may support employees.
• Assist with monthly tabling events to promote concierge services and engage employees.

• Ensure the front desk is never left unattended,
• Aid with maintaining site security by strictly adhering to and enforcing established procedures, managing logbooks, and issuing visitor badges.
• Enter service requests accurately and maintain complete and timely records in the appropriate systems.
• Maintain a working knowledge of building operations, workplace policies, and available services to assist with facilities-related requests and coordinate follow-up as needed.
• Serve as a trained backup for remote switchboard coverage when needed.
• Support personal and convenience-related requests (e.g., travel, reservations, gift ideas, event planning, household services) with discretion; coordinate with local vendors to identify employee offerings, discounts, and resources.

• Research local events and experiences to support employee engagement, while building partnerships with local vendors to provide onsite services, discounts, and offerings.
• Communicate effectively with the onsite team regarding daily operations, service needs, and employee feedback
• Adapt to changing priorities and business needs while maintaining service standards.
• Support operational improvements by sharing observations and ideas to enhance employee experience.
• Achieve monthly targeted goals and service metrics as assigned

·         Assist in the development and continued maintenance of Standard Operating Procedures

• Perform other job-related duties as assigned
  
  

Leadership and Communications

• ·Serve as the onsite lead and primary ambassador of the Greet Hub, modeling punctuality, professionalism, and a service-first mindset.
• Ensure uninterrupted front desk and switchboard coverage by partnering with the Greet Hub Manager and remote teams to set daily coverage plans, manage backups, and adjust priorities based on call volume and onsite traffic.
• Lead onboarding and training; reinforce accountability across onsite and switchboard responsibilities; ensure seamless handoffs and documentation of open requests and follow-ups.
• Lead the promotion and visibility of concierge services at the location, serving as the face of service delivery and ensuring all interactions and initiatives align with client expectations.
• Partner with leadership on service enhancements and SOP development/refinement to ensure consistent delivery and alignment with client expectations.
• Build strong relationships with employees and stakeholders; communicate clear, timely updates and share feedback/service trends; drive engagement through proactive outreach and participation in company initiatives.
• Drive participation in company initiatives, including recognition programs, training, and engagement efforts.
• Ensure all communication, verbal, written, and digital, is clear, timely, and professional. 

Requirements

Competencies:

• Professional and confident presence with strong interpersonal skills 

• Reliable attendance and ability to adhere to schedule 

• Ability to meet or exceed productivity and quality standards 

• Leadership skills with the ability to guide, support, and hold others accountable 

• Proactive problem-solving and ownership mindset 

• Strong operational awareness and ability to identify and address gaps 

• Ability to stay calm and adaptable in a fast-paced environment 

• Strong written and verbal communication skills 

• Attention to detail and organizational skills 

• Ability to build relationships and deliver positive experiences 

• Openness to change and commitment to continuous improvement 

Qualifications:

• Minimum of 5 years of customer service experience. 

• Experience in front desk, concierge, hospitality, workplace services, or a related service environment preferred. 

• High school diploma or GED required. 

• Proficiency with Microsoft Office Suite, including Word, Outlook, Excel, and Teams. 

• Ability to use internet search tools, navigate systems, and complete accurate data entry. 

• Dependable, flexible, and committed to delivering consistent service. 

• Experience supporting a corporate office environment. 

• Familiarity with service request systems, visitor management tools, or workplace support platforms. 

• Experience working with employees, vendors, and guests in a polished service setting. 

Benefits

• Medical, dental, vision insurance starting the first day of the month after hire
• Long term and short term disability insurance paid for by Circles
• 401k with match
• Life insurance paid for by Circles
• Up to 15 days of PTO per year
• 1 Floating Holiday per year
• 1 Community Service Day per year
• Paid holidays
• Access to discount programs
• 1 month sabbatical every 5 years