Concierge Account Manager in Atlanta, Georgia at Hawque Protection Group

Key Responsibilities

• Concierge Leadership Across Multiple Sites: Own day-to-day execution and performance across the concierge security portfolio. Establish operational standards for appearance, customer experience, access control, reporting quality, and professionalism. Ensure each site maintains clear coverage plans, escalation procedures, and shift leadership consistency. Drive operational accountability and service excellence across locations.
• Leadership & Team Development: Lead and manage onsite Security Concierge Leads as direct reports. Hold leaders accountable to measurable performance expectations and operational standards. Deliver coaching, recognition, corrective action, and performance management when appropriate. Conduct recurring check-ins and maintain documented action plans and follow-up. Ensure leads effectively train and develop their teams beyond routine site visits.
• Quality Assurance & Compliance: Conduct scheduled and surprise site audits to ensure post order compliance. Review daily activity reports, incident reports, operational logs, and site documentation. Identify recurring concerns and implement corrective action plans with ownership and timelines. Ensure licensing and compliance requirements are consistently maintained.
• Client Relationship Management: Serve as the primary operational point of contact for property management and client stakeholders. Attend client meetings and manage service concerns proactively and professionally. Communicate operational updates, staffing risks, incidents, and improvement initiatives. Maintain a service culture aligned with luxury hospitality expectations.
• Staffing & Coverage Ownership: Partner with Scheduling and Recruiting to maintain staffing consistency. Develop and maintain bench plans for call-offs, peak demand periods, and emergency coverage. Coordinate staffing escalations and coverage approvals when necessary. Reduce turnover through strong leadership, accountability, and development.
• Training & Onboarding: Own onboarding and readiness of new Concierge Leads. Standardize training related to front desk etiquette, access control procedures, de-escalation techniques, and reporting standards. Implement repeatable coaching tools, checklists, scripts, and shift briefing processes. Ensure refresher training occurs consistently and is documented.
• Reporting & Performance Management: Track performance metrics and provide trend reporting to leadership. Maintain documentation for coaching, policy concerns, and corrective action plans. Deliver weekly and monthly operational summaries. Support incident investigations and after-action reviews.

Work Environment & Schedule

Key Performance Metrics

• Client satisfaction and retention
• Site audit and post order compliance performance
• Staffing stability and attendance outcomes
• Incident reporting quality and timeliness
• Reduction in recurring operational issues
• Concierge Lead effectiveness and operational consistency

First 60-Day Success Targets

• Building strong relationships with property management teams and onsite Concierge Leads
• Implementing clear operating standards across sites
• Improving audit performance and reporting quality
• Stabilizing staffing and reducing recurring coverage gaps
• Ensuring Concierge Leads operate independently and consistently

Benefits & Employee Programs

• Paid Time Off (PTO): Accrual of up to 80 hours annually in accordance with HPG policy and eligibility rules.
• Paid Holidays: Company-recognized paid holidays for eligible employees in accordance with HPG policy.
• 401(k) Retirement Plan: Eligibility to participate in HPG’s 401(k) plan, currently without a company match, subject to plan terms.
• Medical Reimbursement Program: Eligibility to participate in HPG’s Health Reimbursement Arrangement (HRA), subject to plan terms and eligibility requirements.
• Professional Development: Access to company-supported training, certification, and skills-development opportunities, as applicable.
• Recognition, Referral & Employee Support Programs: Eligibility for applicable recognition initiatives, referral programs, company events, and employee-support programs.

Employment & Role Expectations