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. Canadian work experience is not a requirement for this role. Please note that artificial intelligence–based tools may be used at certain stages of the recruitment and applicant screening process.

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.

ESSENTIAL DUTIES

Guest Services 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.

Supervisor Responsibilities

• 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.

Coordination & Administrative Responsibilities

• 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.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel and reach with hands and arms. The employee is required to talk or hear. The employee must be able to frequently lift and/or move up to 25 pounds.

CORE COMPETENCIES

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