Manager, Building Experience & Standards - PBS FACILITY SERVICE : Job Details

Manager, Building Experience & Standards

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Manager, Building Experience & Standards

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Join to apply for the Manager, Building Experience & Standards role at PBS Facility Service

PBS Facility Service | Brooklyn, NY | Full-Time | On-SiteAbout The RoleAt PBS Facility Service, we believe that exceptional resident experiences start with exceptional people. As Manager of Building Experience & Standards, you will lead the charge in delivering a hospitality-first culture across our residential portfolio. This role focuses on the daily execution of concierge and front-of-house services, ensuring every resident interaction reflects professionalism, warmth, and the high standards that define the PBS brand. You will oversee concierge, doormen, and amenity staff; implement hospitality-driven protocols; and act as the key link between site-level service and executive-level expectations. If you have a background in luxury service and a passion for building high-performing teams, this role offers an opportunity to shape how residents experience home.What you will do

• Supervise concierge, front desk, doormen, and amenity staff across assigned buildings to ensure consistent white-glove service and professional presentation.
• Train frontline staff on hospitality protocols, tone of voice, resident interaction, uniform standards, and problem-solving approaches.
• Conduct regular site visits to assess service quality, staff performance, resident satisfaction, and adherence to PBS standards.
• Create, implement, and maintain hospitality-focused SOPs, checklists, and communication protocols for all front-of-house staff.
• Monitor and support the daily execution of key concierge tasks such as guest management, package room, and resident and building management concerns.
• Serve as a liaison between PBS management, property owners, and site-level concierge teams to align service goals and ensure a unified building experience.
• Provide real-time coaching and feedback to staff to correct service issues and reinforce positive performance.
• Lead onboarding for new concierge and front desk hires and oversee recurring refresher training sessions across the portfolio.
• Build and maintain a culture of professionalism, warmth, and attention to detail in all resident interactions in adherence to ‘The PBS Service Code'.
• Partner with PBS leadership to launch resident experience initiatives, seasonal engagement programs, and brand-aligned service enhancements.

What it takes to be successful

• BA in Hospitality Management, 3–5 years of experience in residential concierge, luxury hotel operations, or hospitality-focused property management.
• Demonstrated ability to lead frontline service teams and maintain consistent customer experience standards.
• Experience training concierge and doorman staff on service, communication, and building protocols.
• Strong interpersonal and leadership skills — able to inspire, coach, and correct professionally.
• Bilingual in English and Spanish preferred.
• Proficient with Microsoft Office and basic familiarity with property management systems or visitor software.
• Ability to travel to multiple sites across the tri-state area as needed.
• Availability for occasional evening or weekend site visits and service support.

Why Work at PBS Facility Service?PBS Facility Service is redefining front-of-house building operations by blending professional facility services with elevated hospitality standards. As Manager of Building Experience & Standards, you will play a key role in shaping the way residents experience their homes, through service consistency, staff excellence, and a strong hospitality-first culture.View all jobs at this company

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionManagement and Manufacturing
• IndustriesFacilities Services

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