Team Lead, Concierge
About the Role:
The Team Lead, Concierge plays a pivotal role in delivering the high-end luxury experience that defines Fitzrovia properties. As both the first point of contact for residents, guests, and vendors—and the on-site leader of the Concierge team—this role ensures seamless daily operations while upholding exceptional service standards. Acting as a brand ambassador, the Team Lead fosters a welcoming, refined atmosphere and cultivates a strong sense of community through attention to detail and elevated service delivery.
In addition to front-of-house responsibilities, the Team Lead oversees, coaches, and develops the Concierge team, ensuring consistency, accountability, and operational excellence. This role is ideal for a proactive, adaptable leader who thrives in a dynamic environment and is passionate about people leadership and the luxury real estate experience.
At Fitzrovia, we pride ourselves on being an entrepreneurial and innovative organization, which makes this role well suited for a candidate looking to roll up their sleeves, wear multiple hats and contribute to all aspects of real estate investment and development.
As we are a highly collaborative team, the successful candidate will be required to work on-site full-time.
This posting is for an existing vacancy. The salary range for this position is $60,000 to $65,000, based on skills and experience. Our total rewards program recognizes performance, supports well-being, and encourages growth by offering paid vacation and personal days, comprehensive benefits, wellness and mental health resources, and a generous professional development allowance.
Fitzrovia uses AI-enabled tools to assist in screening and assessing applications. Final hiring decisions are made by Fitzrovia’s hiring team.
Key Responsibilities:
- Lead, manage, and oversee the daily operations of the Concierge team, ensuring exceptional service delivery and adherence to luxury standards.
- Act as the primary point of contact for residents, guests, and vendors, resolving inquiries and concerns with professionalism and efficiency.
- Serve as a brand ambassador for Fitzrovia, modeling best-in-class service and setting the tone for the team.
- Supervise, coach, and develop Concierge team members, including performance management, feedback, and formal performance reviews.
- Support recruitment, interviewing, onboarding, and training of new team members, ensuring alignment with Fitzrovia service standards.
- Create, manage, and adjust team schedules to ensure optimal coverage; provide hands-on support and backfill shifts as needed.
- Lead regular team meetings, communicate expectations, and document key updates for alignment with property management.
- Act as a liaison between the Concierge team and property management, proactively escalating issues and identifying opportunities for improvement.
- Oversee front-of-house operations, including welcoming residents and guests, managing package distribution, and maintaining cleanliness and presentation standards.
- Coordinate and oversee vendor access, loading bay activity, deliveries, and move-ins/move-outs to ensure smooth operations.
- Support and oversee resident events, collaborating with internal teams to deliver high-quality, memorable experiences.
- Build strong relationships with residents, gather feedback, and share insights with property management to enhance service delivery.
- Maintain a strong understanding of the community, amenities, and local area to provide personalized recommendations and services.
- Oversee amenity spaces, including reservations, inventory management, and upkeep to ensure they meet luxury standards.
- Monitor safety and security within front-of-house areas, addressing concerns promptly and appropriately.
- Assist with leasing and administrative tasks as required, contributing to overall property performance.
- Ensure accurate record-keeping, including resident preferences, team logs, and operational updates.
- Maintain strict confidentiality and uphold all company policies, procedures, and performance standards.
- Develop and execute front-of-house service strategies that elevate the overall resident experience and align with brand standards.
- Utilize and maintain property technology platforms (e.g., resident apps, Yardi memo's and resident profile, parcel systems, access control (Salto) to enhance service efficiency and communication.
- Track and report on concierge operations, resident feedback, and service trends to identify opportunities for continuous improvement.
- Foster a positive, professional, and service-driven team culture that reflects the values of a luxury hospitality environment.
- Other duties as assigned.
Qualifications and Experiences:
- High school diploma or equivalent required; post-secondary education preferred
- 2–4 years of experience in a luxury concierge, hospitality, or customer service environment, with demonstrated leadership experience
- Proven ability to lead, manage, and develop teams in a fast-paced, service-oriented environment
- Strong organizational, problem-solving, and operational management skills
- Exceptional communication and interpersonal skills, with a strong customer service mindset
- Experience in hospitality, property management, or luxury retail is highly desirable.
- Proficiency in Microsoft Office and comfort with property management or concierge systems.
- Professional, polished demeanor with the ability to remain calm under pressure.
- Highly adaptable with the ability to manage multiple priorities in a dynamic environment.
Hours of Work:
- Concierge team members typically work 40-44 hours per week and must be flexible with shifts and hours.
- Operations are 7 days a week between 7 am – 11 pm. Schedules may vary and overtime is occasionally required.
- Workplace Conditions:
- Ability to perform physical tasks, including lifting, bending, and pushing up to 25lbs
- Working in construction environments during the property's opening phase, with exposure to dust, heat, noise, and other related conditions
Why Fitzrovia:
Fitzrovia is a vertically integrated development and asset manager focused on Class-A and vintage-style apartment buildings across the Greater Toronto Area (GTA) and Montreal. Fitzrovia provides best-in-class development, construction, property and asset management with a focus on design, active lifestyle management and exceptional customer service.
Fitzrovia partners with public institutions, pension funds and high net worth investors who have a bias towards long-term cash flow generating assets. The company is the largest developer of purpose-built rental apartments in Canada with over $9 billion of assets under management.
We focus on our people and our culture, and offer a competitive salary, benefits, and career development opportunities. Fitzrovia’s commitment to hospitality is at the core of our DNA. To learn more about Fitzrovia, our people and our properties, visit www.fitzrovia.ca.
Fitzrovia is an equal opportunity employer and is committed to creating an inclusive environment for all our employees. If you require reasonable accommodation during the recruitment process, please reach us at [email protected].
Pay: $60,000.00-$65,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Wellness program
Work Location: In person
