Operations Supervisor - Luxury High-Rise ( Lumina)

Are you a hospitality leader who thrives on delivering exceptional service and creating memorable experiences?

Action Property Management is seeking an experienced Operations Supervisor to lead the Resident Relations and Concierge team at Lumina, one of San Francisco's premier luxury high-rise communities.

This is an exciting opportunity for a hospitality professional with experience in luxury hotels, high-rise residential communities, private clubs, or premium guest service environments who is passionate about leading teams, elevating service standards, and building lasting resident relationships.

Summary:

The Operations Supervisor is responsible for leading the daily operations of the Front Desk, also known as the Resident Relations team, monitoring building cleanliness and proper maintenance, and ensuring a seamless, personalized experience for residents, guests, visitors, and vendors. This position oversees team performance, service standards, resident relations, and front desk operations, among other operational tasks, while fostering a culture of professionalism, accountability, and hospitality.

The ideal candidate is a polished service professional with experience leading front office, operations, concierge, resident services, or guest services teams within luxury hospitality, high-rise residential, or private club environments. The candidate must have exceptional communication skills and critical thinking.

Compensation: Up to $85k base/year, plus benefits/perks!

Schedule: Tuesday - Saturday 7:30 am - 4:00 pm.  Must be flexible for business needs for occasional nights/weekends. 

Key Responsibilities:

Leadership and Supervision

• Hire, train, manage, mentor, and support the front desk team to ensure consistent high-quality service.
• Work the front desk to cover schedule gaps and last-minute call-outs.
• Review, make adjustments, and approve front desk associates’ timecards.
• Conduct building walkthroughs and regular inspections to ensure cleanliness and the proper functionality of its components.
• Schedule and oversee front desk shifts, always ensuring appropriate coverage.
• Conduct training sessions for new front desk staff and provide ongoing development opportunities.
• Create SOPs for the Front Desk team as needed and present them to the AGM and GM for review.
• Be available on weekends and after hours for front desk emergencies, including last-minute call-outs and filling in shifts when necessary.

Resident Experience & Service Excellence

• Deliver an exceptional resident and guest experience through consistent, high-quality service.
• Serve as the primary escalation point for resident concerns and service-related issues
• Build positive relationships with residents and respond to inquiries in a timely and professional manner
• Support resident engagement initiatives, community events, and special programs.

Operations Management

• Oversee daily front desk, janitorial, and maintenance operations to ensure efficiency, professionalism, and service excellence.
• In collaboration with the Management team, develop, implement, and maintain departmental Standard Operating Procedures (SOP’s).
• Ensure compliance with company policies, operational procedures, and community standards.
• Coordinate with other departments to ensure seamless property operations.
• Manage and track front desk supplies and ensure the area is organized and well-maintained.
• Conduct coaching sessions with individuals and document disciplinary action taken.
• Manage the Employee Retention budget and recognize employees on their birthdays.
• Ensure all Concierge Associates are trained in emergency response protocols.
• Collaborate with Management Team on the holiday décor in the lobbies.
• Manage KeyTrak system to ensure all keys are accounted for.

Safety & Security

• Ensure team members are trained on emergency procedures and response protocols.
• Oversee key control systems and ensure proper security procedures are followed.
• Assist with incident documentation and review security footage when required.
• Support the community’s overall safety and security initiatives.

Administrative Duties

• Create and file violation and incident reports.
• Maintain accurate records, logs, and reports related to front desk activities.
• Order supplies and uniforms for the team.
• Assist in preparing weekly and monthly operational reports for the General Manager.
• Manage key distribution and ensure proper security protocols are followed.
• Review and approve team timecards.
• Participate in management meetings and contribute to operational planning and process improvements.
• Perform additional duties as assigned by management.

Position and Work Environment:

• This position requires onsite presence at the assigned location. 
• Emphasizes a collaborative atmosphere with open communication and mutual respect among team members.

Required Skills / Abilities:

• Minimum of 2 years of experience in luxury hospitality, residential property management, customer service, or related service-focused environments.
• Minimum of 2 years of supervisory or management experience.
• Strong leadership, communication, and interpersonal skills.
• Demonstrated ability to resolve resident or guest concerns professionally and effectively.
• Experience developing SOP’s, training programs, and service standard preferred.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficiency with Microsoft Office and related technology applications.
• Flexibility to work evenings, weekends, holidays, and special events as business needs require.

Education / Certifications:

• High School Diploma or equivalent required
• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.