Concierge Supervisor

Responsibilities

• Reporting to the Concierge Manager you will:
• 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 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.
• 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 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.
• 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 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
• Experience and Qualifications:
• A Passion for People: 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.
• Prove

Benefits

Additional Information

About QuadReal Property Group QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities globally for investments in equity and debt in both the public and private markets. QuadReal invests directly through operating platforms in which it holds an ownership interest and via programmatic partnerships. QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come. QuadReal: Excellence lives here. www.quadreal.com 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 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. 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. 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.

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