Supervisor, Concierge

Holt Renfrew•Montreal, QC

4d•CA$63,067 - CA$77,200•Onsite

About The Position

The Concierge Supervisor ensures the daily supervision of concierge activities to provide an exceptional customer experience that meets the highest service standards. This person leads the concierge team, coordinates operations, ensures compliance with policies, and acts as the primary resource for resolving complex situations. Specific Responsibilities: Supervise, coach, and develop the concierge team to ensure exceptional customer service. Plan work schedules and ensure adequate operational coverage. Train new employees and ensure continuous team development. Ensure that all internal and external customer requests are handled quickly and efficiently. Manage complex situations, complaints, and service issues requiring escalation. Maintain in-depth knowledge of the store, services offered, and operational procedures. Ensure compliance with health and safety policies, procedures, and standards. Coordinate relationships with external concierge service providers. Support special events, marketing initiatives, and VIP activities in-store. Monitor service performance indicators and implement improvement plans. Prepare activity reports and communicate results to management. Collaborate with sales, customer service, and operations teams to ensure a seamless customer experience. Manage inventories, supplies, and tools necessary for concierge operations.

Requirements

High school diploma or relevant training.
Experience in luxury customer service or a similar environment.
Experience in supervision or team management.
Excellent communication, problem-solving, and organizational skills.
Good command of Microsoft Office (Word, Excel, Outlook).
Bilingualism in French and English.

Responsibilities

Supervise, coach, and develop the concierge team to ensure exceptional customer service.
Plan work schedules and ensure adequate operational coverage.
Train new employees and ensure continuous team development.
Ensure that all internal and external customer requests are handled quickly and efficiently.
Manage complex situations, complaints, and service issues requiring escalation.
Maintain in-depth knowledge of the store, services offered, and operational procedures.
Ensure compliance with health and safety policies, procedures, and standards.
Coordinate relationships with external concierge service providers.
Support special events, marketing initiatives, and VIP activities in-store.
Monitor service performance indicators and implement improvement plans.
Prepare activity reports and communicate results to management.
Collaborate with sales, customer service, and operations teams to ensure a seamless customer experience.
Manage inventories, supplies, and tools necessary for concierge operations.