Manager, Concierge Services

Overview

Suffolk is a national enterprise that builds, innovates and invests. Suffolk is an end-to-end business that provides value throughout the entire project lifecycle by leveraging its core construction management services with vertical service lines that include real estate capital investment, design, self-perform construction services, technology start-up investment (Suffolk Technologies) and innovation research/development.

 

Suffolk – America’s Contractor – is a national company with more than $5.0 billion in annual revenue, 2,600 employees, and main offices in Boston (headquarters), New York City, Miami, West Palm Beach, Tampa, Estero, Dallas, Los Angeles, San Francisco, and San Diego. Suffolk manages some of the most complex, sophisticated projects in the country, serving clients in every major industry sector, including healthcare, life sciences, education, gaming, transportation/aviation, government, mission critical and commercial. Suffolk is privately held and is led by founder, chairman and CEO John Fish. Suffolk is ranked #8 on ENR’s list of “Top CM-at-Risk Contractors.” For more information, visit www.suffolk.com and follow Suffolk on Facebook, Twitter, LinkedIn, YouTube, and Instagram.

 

The Role

 

The Manager, Concierge Services, People & Culture leads Suffolk’s concierge services for project teams in the U.S. Virgin Islands. This role is responsible for designing, implementing, and continuously improving programs that enhance employee experience and support Suffolk’s culture of care, innovation, and operational excellence. The manager oversees concierge operations, partners with HR and business leaders, and ensures seamless delivery of high-touch support, local resources, and office operations. This position serves as a strategic advisor and champion for employee well-being, engagement, and operational efficiency. 

Responsibilities

• • Lead, coach, and develop concierge services, fostering a culture of service excellence, collaboration, and continuous improvement. 

  • Design and implement programs and processes that enhance the employee experience, leveraging data, feedback, and Suffolk best practices. 

  • Serve as a strategic advisor to employees and leaders on resource options, balancing organizational guidelines with individual needs. 

  • Oversee the delivery of concierge-style support, ensuring professionalism, care, and responsiveness. 

  • Build and maintain partnerships with local vendors, service providers, and community organizations to support employee needs. 

  • Collaborate with Suffolk’s corporate engagement and community giving teams to coordinate impactful events and initiatives that strengthen employee connection and well-being. 

  • Ensure compliance with HR policies and confidentiality in all employee interactions and recordkeeping. 

  • Oversee onboarding and offboarding processes, ensuring a seamless experience for all employees. 

  • Manage travel coordination, office operations, and administrative support for meetings and project activities. 

  • Develop and implement office and travel coordination processes that improve efficiency and cost-effectiveness. 

  • Monitor and report on key metrics related to employee experience, service quality, and operational efficiency. 

  • Develop and manage the concierge services budget, identifying opportunities for cost savings and process improvements. 

  • Represent the concierge services function in cross-functional meetings and Suffolk initiatives. 

   

  Key Competencies 

  • Strategic thinking and program management 

  • Leadership and team development 

  • Relationship building with employees, leaders, and external partners 

  • Proactive problem-solving and decision-making 

  • Strong communication and influencing skills 

  • High attention to detail and organizational skills 

  • Ability to thrive in a dynamic, fast-paced environment aligned with Suffolk’s core values 

Qualifications

• Bachelor’s degree in business administration, Human Resources, Hospitality Management, or related field (Master’s preferred)
• 5+ years of progressive experience in employee services, concierge support, office administration, HR, or hospitality, including supervisory or management experience
• Demonstrated ability to lead teams and manage programs
• Strong interpersonal and communication skills with a service-orient