Premium Dining Concierge Supervisor, Full Time

MAPLE LEAF LOUNGE • Toronto, ON

6d • Onsite

About The Position

The Concierge Supervisor is instrumental in providing seamless, high-level support for all catering and event operations as operational needs dictate. The ideal Concierge Supervisor must possess a demonstrable capacity for sophisticated judgment, applying astute understanding and discretion in a variety of diverse situations. Furthermore, they are expected to rigorously adhere to and champion all established health and safety protocols, observing security procedures and promptly reporting any potential breaches.

Requirements

• Proficiency in Microsoft Office required
• Professional telephone and email etiquette required
• Attention to Detail and Organizational Skills while working effectively at a fast pace
• Able to work both independently and as a team member
• Effective and timely communication with both guests and internal stakeholders to ensure event success
• Maintain a professional appearance and demeanor at all times
• Displays strong critical thinking and problem-solving skills
• Strong emphasis on exceptional customer service
• Ability to remain calm under pressure and deal with unexpected situations
• Flexible availability – opening, mid, and closing shifts as required

Nice To Haves

• Previous experience as a Lead concierge or GSA in a luxury hotel or comparable corporate or hospitality environment is preferred
• Proficiency in EMS is an asset

Responsibilities

• Proactively and professionally welcome each guest and client to cultivate an atmosphere of refined hospitality and create lasting, memorable impressions.
• Anticipate, identify, and communicate potential operational challenges, implementing high-level solutions to ensure seamless service delivery.
• Infuse a sophisticated "personal touch" into all digital communications, maintaining a premium connection with clients throughout the entire reservation lifecycle.
• Ensure all inquiries receive a prompt, professional response, reflecting a commitment to 5-star service standards.
• Exercise the utmost discretion, creativity, and efficiency when managing complex inquiries or resolving high-priority concerns.
• Strategically develop weekly schedules for hourly personnel to ensure optimal staffing levels and service continuity.
• Provide expert coverage for breaks and vacations, ensuring the 5-star guest experience remains uninterrupted.
• Spearhead the evolution of concierge training programs and educational cycles.
• Direct the onboarding of new personnel and facilitate the continuous professional development of the existing concierge team.
• Orchestrate the fluid exchange of critical information between the concierge department and executive management.
• Oversee the distribution of high-volume administrative projects, maintaining a rigorous standard of detail and professional accountability.
• Monitor concierge metrics and facilitate the attainment of both immediate operational objectives and long-term strategic goals.
• Audit all communication channels, utilizing expert judgment to identify and escalate matters of high strategic importance.
• Serve as the initial point of escalation for internal inquiries, providing clear guidance to the concierge team.
• Rigorously enforce corporate standards and procedures, providing constructive feedback to elevate staff performance.
• Provide essential planning and sophisticated coordination for Private Dining and À La Carte reservations, liaising with Conference Center stakeholders to ensure an elevated guest journey.
• Expertly coordinate intricate dietary requirements and specialized orders with precision and care.
• Manage sensitive requests for financial documentation with the highest level of precision and confidentiality.
• Work cohesively with all planning and operational stakeholders to deliver a seamless, client-centric experience.
• Deliver high-level service during both daytime and evening engagements, strictly adhering to the specifications of each Banquet Event Order.
• Actively participate in strategic briefings with Front-of-House and Back-of-House teams to ensure total operational alignment.

Benefits

• The hourly wage rate for this position is $30.
• Final compensation will be determined based on relevant skills, experience, qualifications, and internal equity.
• We are committed to offering competitive compensation and comply with all applicable pay transparency legislation.
• Further details regarding our total rewards offerings will be shared by the Talent Acquisition team during the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed