Job Posting

Concierge Manager | Atlanta, GA

Overview

The Concierge Manager at Atlantic Station is a champion of hospitality, responsible for leading, developing, and overseeing the guest services department at our premier mixed-use destination. This role manages the entire guest services footprint, directly supervising the Lead Concierge and a dynamic team of Part-Time Concierges. The ideal candidate is a high-energy hospitality professional who thrives in a fast-paced environment, excels at operational organization, and is passionate about setting a first-class standard for the 4.5 million annual visitors who enjoy Atlantic Station.

Key Responsibilities

1. Leadership, Team Management & Accountability

  • Team Oversight: Provide strategic direction, leadership, and management to the Lead Concierge and the entire Concierge staff.
  • Performance & Training: Onboard, train, and continuously coach team members on department policies, operational procedures, and customer service expectations.
  • Scheduling & Shift Organization: Manage labor budgets and department schedules to ensure optimal staffing during peak property hours, weekends, holidays, and special events.

2. Operational Excellence & Escalations

  • Service Standards: Maintain, review, and evolve standard operating procedures for the concierge desk, ensuring an upbeat, proactive, and seamless visitor experience.
  • Advanced Escalations: Act as the primary point of resolution for complex guest concerns, managing sensitive issues with diplomacy and a solutions-oriented approach.
  • System & Data Management: Ensure the team maintains technical proficiency in internal tracking systems and software, verifying that all electronic data entries, amenity bookings, and guest logs are managed accurately.

3. Placemaking & Event Collaboration

  • VIP & Community Activations: Partner closely with Marketing, Property Management, and Operations to support property wide events, coordinate private/party room bookings, and streamline vendor setups.
  • Amenity Operations: Oversee logistical operations for visitor amenities, including complimentary stroller/wheelchair programs, customer purchase pickup logistics, and baggage storage workflows.

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