Lead Concierge

Jayman Built•Calgary, AB

6d•Onsite

About The Position

Westman Village is seeking an experienced, service-driven Concierge Lead to join our Village Centre team. As the Concierge Lead, you embody the Westman Village Experience (WVX)—you are Professional, Connected, and Empowered in every interaction. You are a hands-on leader who is passionate about delivering exceptional resident experiences while coaching and supporting the Concierge team to achieve the highest standards of service.

Requirements

Minimum of 2 years of customer service experience, preferably in hospitality, hotels, resorts, or luxury residential communities.
Previous leadership, supervisory, or team lead experience.
A passion for delivering exceptional customer service while leading by example.
Strong leadership, coaching, communication, and interpersonal skills.
Excellent organizational, multitasking, and problem-solving abilities.
Strong team player with the ability to work independently and support others.
Proficiency with Microsoft Office and the ability to learn and use multiple operational systems.
Professional appearance with a consistently neat, clean, and polished presentation.
Ability to maintain confidentiality and exercise sound judgment.
Flexibility to work days, evenings, weekends, and holidays as required.

Nice To Haves

Current Standard First Aid Certification and ProServe Certification is considered an asset.

Responsibilities

Lead the daily operations of the Village Centre Concierge team, ensuring exceptional service is consistently delivered to residents, guests, and visitors.
Coach, train, mentor, and support Concierge team members while fostering a positive and collaborative work environment.
Ensure Westman Village Experience (WVX) standards, policies, and Standard Operating Procedures are consistently followed.
Oversee opening and closing procedures, daily operations, and the presentation of the Village Centre and amenity spaces.
Coordinate and assist with Village Centre programs, resident events, and private functions.
Conduct Village Centre tours for prospective residents and coach team members on tour standards.
Monitor facility standards, complete quality checks, and ensure a clean, organized, and welcoming environment.
Respond professionally to resident concerns, resolve operational issues, and provide guidance to the Concierge team.
Assist with administrative duties including guest suite reservations, amenity bookings, resident communications, pass-on logs, intercom updates, event registrations, maintenance requests, inventory tracking, and record keeping.
Collaborate with the Operations Manager and other departments to ensure the smooth daily operation of the Village Centre.