Concierge Supervisor

QuadReal Property Group•Vancouver, BC

1d•CA$60,000 - CA$70,000•Onsite

About The Position

The Concierge Supervisor at Oakridge Park plays a pivotal leadership role in delivering and maintaining an exceptional, world-class standard of customer experience. Reporting to the Concierge Manager, this individual ensures the seamless operation of the Concierge team across multiple service desks and locations, upholding Oakridge Park’s ethos of elevated luxury, thoughtful service, and effortless excellence. The Concierge Supervisor will be a key architect of the customer journey at Oakridge Park, orchestrating every touchpoint with poise, precision, and a heartfelt commitment to excellence. In this strategic, service-driven leadership role, they will oversee the Mall’s customer-facing operations, including concierge and VIP experience whilst ensuring every customer feels warmly welcomed and flawlessly cared for throughout their visit. As Vancouver’s most iconic new destination for fashion, art, culture, and community, Oakridge Park represents the future of luxury lifestyle. As a Concierge Supervisor, you will help shape the gold standard of hospitality in one of North America’s most anticipated retail and cultural destinations.

Requirements

A genuine hospitality mindset, leading with empathy, professionalism, and a focus on building meaningful customer and colleague connections.
Minimum 3–5 years of experience in a leadership or supervisory role in luxury hospitality or high-end retail
Strong working knowledge of elevated customer experience, preferably in environments like luxury malls, 5-star hotels, or flagship boutiques.
Proven leadership and mentoring capabilities.
Calm and professional under pressure with exceptional problem-solving and decision-making skills.
Strong organizational and multitasking abilities; able to pivot across multiple priorities and service points.
Tech-savvy; able to use POS, digital booking systems, radios, CRM platforms, AI and communication tools.
Computer skills: (Microsoft Word, Excel, Access, PowerPoint, Publisher)
Multilingualism (Mandarin) is an asset.
Naturally gracious and customer-focused; “It may seem like a small thing, but to us it’s everything.”
Detail-oriented, with a deep appreciation for presentation, appearance, and luxury etiquette.
Discreet, trustworthy, and emotionally intelligent.
Collaborative spirit with a proactive, can-do approach.

Nice To Haves

Multilingualism (Mandarin) is an asset.

Responsibilities

Inspire and oversee the Concierge team to deliver intuitive, thoughtful service that consistently exceeds expectations.
Ensure the Concierge team are pristine, welcoming, and reflective of our luxury image, from ambiance to atmosphere, always.
Be ‘Hands -on’ and customer facing, Oversee the daily operations of all Concierge desks and guest touchpoints.
Coach and develop colleagues through regular feedback, mentorship, and hands-on leadership, fostering high engagement and continuous improvement.
Act as a key liaison across the Mall’s customer facing departments, ensuring clear communication and seamless coordination to support exceptional service delivery.
Monitor and manage the concierge budget, optimize labour i.e. Monitor team schedules and adjust coverage in real-time to ensure consistent service standards.
Ensure adherence to all SOPs i.e. Lost & Found, Coat check, VIP Suite protocols, Luxury Gift Wrap, Cash, Banking and Gift Card handling.
Maintain inventory of gift cards, coordinate orders of packaging and printed materials as related to the sales of gift cards.
Set up systems and processes to ensure clear communication, shift handovers, customer alerts, retailer issues, and operational updates clearly and consistently.
Maintain accurate incident reports, logs, and daily team summaries.
Work with the Concierge Manager to complete daily reconciliation reports and banking deposits, following company policies and procedures.
Conduct regular team ‘huddles’ to reinforce tone, goals, and service focus.
Foster a positive ‘high performance’ team culture built on collaboration, accountability, and innovation.
Partner with the Concierge Manager to implement initiatives aligned with customer satisfaction, Gift Card program, VIP program, colleague development, and profitability.
Act as Manager on Duty, responding decisively to customer concerns and operational needs with empathy, clarity, and professionalism.
Uphold Quad Reals commitment to luxury, sustainability safety, and inclusivity in every interaction.
In the absence of the Concierge Manager, Act as a senior host during peak periods or VIP visits—offering personalized, anticipatory service.
Perform other duties as required