Introduction:

Seabreeze Management Company is a full-service property management firm with a diverse management portfolio of over 150,000 residential and commercial properties. Based in Aliso Viejo, California, Seabreeze has offered an unrivaled client experience to commercial common-interest developments and homeowners’ associations for over 30 years. With offices throughout California and Nevada, Seabreeze has expanded its mission to be a trusted advisor and collaborative partner with developments to build thriving associations through superior service and integrity.

At Seabreeze, people are at the heart of what we do. Our philosophy, “Passion when combined with commitment, makes anyone unstoppable” is carried out by enthusiastic and customer-centric teams who serve the communities where we work and live.

Summary: 

The Front Desk Lead Concierge is responsible for delivering an elevated, white-glove service experience within a luxury high-rise community governed by a Homeowners Association (HOA). This role oversees all front desk operations, ensures strict adherence to HOA policies, and acts as a key liaison between residents, guests, the HOA Board, and property management. The Lead Concierge sets the tone for service excellence, discretion, and professionalism while leading and developing the concierge team.

Essential Duties and Responsibilities: 

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Resident Relations & Experience

• Deliver personalized, anticipatory service to residents in alignment with luxury hospitality standards
• Serve as a primary point of contact for resident inquiries, requests, and concerns
• Build strong, professional relationships with residents while maintaining boundaries and discretion
• Support residents reservations, transportation
• Uphold confidentiality regarding residents, board members, and building operations

HOA Compliance & Communication

• Enforce HOA rules, regulations, and community standards consistently and diplomatically
• Assist with implementation of HOA policies, communications, and directives

Front Desk & Building Operations

• Oversee all front desk activities including guest registration, access control, deliveries, and package management
• Ensure building security protocols are followed, including visitor access and vendor entry procedures
• Coordinate closely with security, valet, maintenance, and management teams
• Manage reservations for amenities  per HOA guidelines
• Maintain a pristine, professional lobby and front desk presence at all times

Team Leadership & Development

• Supervise, train, and mentor concierge/front desk staff to uphold five-star service standards
• Prepare schedules and ensure appropriate staffing coverage for a 24/7 operation
• Provide performance feedback and support staff development

Administrative & Vendor Coordination

• Maintain accurate logs
• Coordinate with approved vendors and ensure compliance with HOA vendor policies
• Monitor front desk systems, records, and communication logs for accuracy

Issue Resolution & Service Recovery

• Address concerns, complaints, and conflicts with professionalism and HOA Management 
• Partner with HOA management on escalated issues and ensure timely follow-up

Knowledge, Skills and Experience:

• Effectively coordinate multiple projects, use time management skills and exercise independent judgment.
• Expert written and oral communication skills.
• Strong internal/external customer relation skills required to communicate effectively with all levels of management, employees, homeowners, and other stakeholders.
• Work with confidential/sensitive information and use diplomacy in communicating such information.
• Effective project management and follow up skills.
• Professional image or business image per policy.
• Effectively and efficiently handle shifting priorities and deadlines.
• Meet scheduling and attendance requirements per policy and the position.
• Professional image or business image per policy, and personal etiquette.
• Organizational, planning, project management, time management, and problem-solving skills

Key Skills & Competencies:

• White-glove service delivery
• HOA compliance and policy enforcement
• Leadership and team development
• Conflict resolution and de-escalation
• Attention to detail and organization
• Professional judgment and discretion
• Multitasking in a high-demand  environment 

Language Skills:

The individual must have strong written communication skills, and the ability to communicate effectively with employees and clients at all levels of the organization, both verbally and in writing. 

Availability: 

Shift work, seven (7) days per week and overtime as needed.

Work Environment:

The attendant works in a well-lighted, clean environment. S/he constantly interacts with other people, and may have to handle several responsibilities at once. The Association maintains a smoke-free environment throughout its property.

Seabreeze is proud to be an Equal Opportunity Employer that celebrates the diversity of our team. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other legally protected status. For individuals with disabilities who would like to request an accommodation such as an ASL interpreter, please contact us at pso2@seabreezemgmt.com.