Concierge Supervisor

Role Description  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, orchestrating every touchpoint with poise, precision, and a heartfelt commitment to excellence.

In this strategic, service‑driven leadership role, they oversee the mall’s customer‑facing operations, including concierge and VIP experience, while ensuring each customer feels warmly welcomed and flawlessly cared for throughout their visit.
Why Join Oakridge Park  As Vancouver’s most iconic new destination for fashion, art, culture, and community, Oakridge Park represents the future of luxury lifestyle. A Concierge Supervisor helps shape the gold standard of hospitality in one of North America’s most anticipated retail and cultural destinations.
Responsibilities   Lead with

Purpose:

Inspire and oversee the Concierge team to deliver intuitive, thoughtful service that consistently exceeds expectations. Concierge are Oakridge Park’s trusted advisors.
Manage and maintain our signature presence:
Ensure the Concierge team is pristine, welcoming, and reflective of our luxury image, from ambiance to atmosphere. Be hands‑on and customer‑facing, and oversee the daily operations of all Concierge desks and guest touchpoints.
Elevate team performance:
Coach and develop colleagues through regular feedback, mentorship, and hands‑on leadership, fostering high engagement and continuous improvement.
Collaborate cross‑functionally:
Act as a key liaison across the mall’s customer‑facing departments, ensuring clear communication and seamless coordination to support exceptional service delivery.
Drive operational excellence:
Monitor and manage the concierge budget, optimize labour, and monitor team schedules to adjust coverage in real time to ensure consistent service standards.
Ensure adherence to all SOPs, including 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 related to the sale of gift cards.
Set up systems and processes to ensure clear communication, shift handovers, customer alerts, retailer issues, and operational updates.
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.
Support strategic goals:
Partner with the Concierge Manager to implement initiatives aligned with customer satisfaction, gift card program, VIP program, colleague development, and profitability.
Be the calm in the storm:
Act as Manager on Duty, responding decisively to customer concerns and operational needs with empathy, clarity, and professionalism.
Promote brand standards:
Uphold Quad Real’s 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.
Experience and Qualifications   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…