Residential Lead Concierge - Wynne Walker Group : Job Details

Lead Concierge

Location: Houston, TX

Employment Type: Full-Time

About Wynne Walker Group

Wynne Walker Group provides premier concierge home management services to ultra-high-net-worth families in Houston. Our mission is to simplify luxury home ownership by delivering exceptional, tailored support as a fractional house manager, ensuring peace of mind and unparalleled service.

Job Overview

The Lead Concierge is a mission-critical role, serving as the primary point of contact for our discerning homeowners. This position is responsible for delivering a seamless, high-touch experience, managing all aspects of home management with professionalism, empathy, and expertise. The Lead Concierge's interactions directly shape the homeowner's perception of our brand, requiring a unique blend of technical knowledge, interpersonal finesse, and dedication to excellence. This role is ideal for a proactive individual who thrives in a fast-paced environment and enjoys the challenge of juggling multiple responsibilities while maintaining high standards of quality and professionalism.

Key Responsibilities

• Act as the primary liaison between homeowners and Wynne Walker Group, ensuring exceptional service delivery and client satisfaction.
• Anticipate client needs with insight and proactivity, offering tailored solutions to simplify their home ownership experience.
• Maintain clear, professional communication with homeowners, providing updates and recommendations with clarity and confidence.
• Manage client expectations with patience and empathy, ensuring a positive experience even under high-pressure or demanding circumstances.
• Respond rapidly to client requests, with a commitment to replying within 15 minutes during business hours, reflecting our pride in exceptional responsiveness.
• Coordinate and oversee home management tasks, including vendor recommendations for maintenance, repairs, and lifestyle services (e.g., event planning, staff management).
• Troubleshoot technical issues related to home systems, such as air conditioning, heating, plumbing, and electrical, to ensure prompt resolution.
• Leverage home construction knowledge to assess and address maintenance needs, working with vendors to maintain the highest standards.
• Provide after-hours support for client emergencies on nights and weekends, though such instances are rare.
• Perform seasonal property inspections to proactively identify and resolve maintenance issues, ensuring optimal home performance throughout the year.
• Create and maintain a detailed home operating manual
• Inspect and verify subcontractor work for accuracy, quality, and adherence to Wynne Walker Group's standards before approving invoices.

Qualifications

• Professionalism: Polished demeanor with a commitment to discretion and confidentiality, suited for ultra-high-net-worth clientele.
• Empathy and Patience: Ability to connect authentically with clients, understanding their needs and managing high expectations with kindness and composure.
• Hardworking: Strong work ethic with a proactive approach to problem-solving and task management.
• Insightfulness: Keen ability to anticipate challenges, identify solutions, and adapt to each homeowner's unique needs.
• Home Construction Experience: Practical knowledge of residential construction processes, materials, and maintenance requirements.
• Technical Troubleshooting: Proficiency in diagnosing and addressing issues with home systems (e.g., HVAC, plumbing, electrical), with the ability to coordinate with specialized vendors as needed.
• Client Relations Experience: Proven ability to work with demanding or high-expectation clients, ideally in luxury services, hospitality, or private home management.
• Communication Skills: Excellent verbal and written communication, with the ability to convey complex information clearly and professionally.
• Flexibility: Ability to work flexible hours, including occasional evenings or weekends for emergencies, with the autonomy to manage your own schedule independently (e.g., working from home or at client projects as needed, prioritizing client satisfaction).

Why Join Wynne Walker Group?

As a Lead Concierge, you will play a pivotal role in shaping the lives of Houston's most discerning homeowners. You'll join a family-like team where we support each other with care and collaboration, fostering a work environment built on trust and mutual respect. We offer a generous time-off policy, allowing you to take the time you need to manage your personal life without micromanagement, as long as client needs are met with excellence. Competitive compensation and a flexible, self-managed schedule await the right candidate.

How to Apply

Please submit your resume and a cover letter to [email protected]. We look forward to learning how you can elevate our concierge services

Benefits

• Competitive wages
• Unlimited vacation / sick time
• Work-from-home flexibility
• Health Insurance
• Professional development
• Fun and exciting ultra-high-end luxury residential projects

ExpectationsYou can expect Wynne Walker Group to do the following:

• Proactively communicate on all aspects of your employment
• Transparently communicate company goals, our successes and failures
• Own the work experience to create a healthy, happy, and successful experience
• Be kind, courteous, and empathetic
• Be respectful of you, your family, and your time

We would expect you to do the following:

• Communicate regarding concerns when they occur and impact your employment and life
• Trust us in our recommendations and guidance
• Believe in our commitment to our customers
• Be respectful of the Wynne Walker Group team and our customers