Concierge Supervisor

QuadReal; Vancouver; On-site; CAD 65,000 - 75,000; Full time

Job summary

A prominent real estate firm in Vancouver seeks a Concierge Supervisor to lead luxury guest services at Oakridge Park. This role requires 3-5 years of supervisory experience in luxury hospitality, strong leadership skills, and proficiency with technology. The ideal candidate will manage daily operations, inspiring a team to uphold high service standards, all while ensuring a top-tier guest experience. Competitive salary and total rewards package included.

Benefits

Comprehensive health & dental benefits

Defined contribution pension plan

Paid time off

Performance-based incentive plan

Qualifications

• 3-5 years of supervisory experience in luxury hospitality or high-end retail.
• Strong knowledge of luxury service standards.
• Proficient with technology including CRM and AI tools.

Responsibilities

• Guide the Concierge team in delivering exceptional service.
• Manage daily desk operations and staffing coverage.
• Support recruitment and training of Concierge team members.

Skills

Luxury service standards

Leadership skills

Organizational skills

Technology proficiency

Multilingualism (especially Mandarin)

Tools

POS systems

CRM software

Microsoft Office

Job description

Overview

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management are $94 billion. QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves.

Role Overview

As Vancouver’s most iconic new destination for retail, culture, and community, Oakridge Park is setting a new standard for luxury lifestyle. As Concierge Supervisor, you’ll help shape an elevated guest experience at one of North America’s most anticipated destinations. The Concierge Supervisor plays a key leadership role in shaping the customer journey at Oakridge Park. Reporting to the Concierge Manager, you will oversee daily operations across multiple service desks, ensuring every interaction reflects Oakridge Park’s ethos of luxury, thoughtful service, and effortless excellence.

Role Impact

As a trusted leader and service ambassador, you will guide the Concierge team in delivering an elevated, intuitive experience. Your influence will shape every guest touchpoint, support VIP engagements, and uphold our brand standards across all customer-facing moments.

Key Responsibilities

Pre-Opening Responsibilities

• Contributes to the design of the end-to-end guest experience.
• Assist in developing SOPs, the Concierge Handbook, and standardized reporting tools.
• Help create key tenant knowledge resources for the team.
• Establish partnerships with local tourism organizations and build an events calendar.
• Receive Oakridge Park’s Service Excellence ‘train the trainer’ program and be prepared to co-facilitate and eventually lead training sessions for concierge and frontline teams.
• Support recruitment, onboarding, and co-facilitate training and brand immersion of Concierge team members.
• Coordinate uniform fittings and grooming compliance.
• Assist with setup of service desks, technology, gift card and customer-facing tools.
• Conduct mock service days and operational walkthroughs.
• Begin building relationships with internal departments and retail tenants.

Post-Opening Responsibilities

• Lead by example with a hands-on, customer-facing presence.
• Inspire and supervise the Concierge team to deliver exceptional, anticipatory service.
• Ensure presentation standards, ambiance, and team grooming align with luxury expectations.
• Manage daily desk operations, opening/closing, staffing coverage, and shift execution.
• Coach and mentor team members through regular feedback and guidance.
• Collaborate with key departments to ensure seamless service delivery.
• Prepare and monitor team schedules and adjust in real-time to maintain service levels.
• Oversee adherence to SOPs (Lost & Found, VIP Suite, Gift Wrap, Banking, Gift Cards, etc.).
• Maintain inventory and ordering of gift cards and packaging materials.
• Ensure accurate reporting, shift handovers, incident documentation, and daily summaries.
• Support daily banking deposits and reconciliation procedures.
• Partner with the Concierge Manager on key initiatives (VIP program, Gift Cards, team training, events and promotions etc.).
• Serve as Manager on Duty, handling escalations and service disruptions professionally.
• Perform additional duties as required.

Qualifications

• 3–5 years’ supervisory experience in luxury hospitality or high-end retail.
• Strong knowledge of luxury service standards; experience in malls, 5-star hotels, or preferred boutiques.
• Proven leadership, mentoring, and team development skills.
• Composed and solution-focused under pressure.
• Excellent organizational and multitasking capabilities.
• Proficient with technology including POS, radios, booking tools, CRM, and Microsoft Office.
• Proficient in the use of AI tools to support operational excellence and service delivery.
• Multilingualism (especially Mandarin) is an asset.

Personal Attributes

• Warm, gracious, and service-driven.
• Detail-oriented, with a refined understanding of luxury presentation and etiquette.
• Trustworthy, discreet, and emotionally intelligent.
• Collaborative with a proactive, hands-on approach.

Working Conditions

• Must be available for shifts, including weekends, holidays, and evenings.
• Will work across Concierge desks and VIP areas; Uniform provided.
• Business casual attire required prior to mall opening.

Physical Requirements

• 80% on-floor, 20% office-based.
• Ability to lift/move up to 50 lbs, extended periods of standing, walking, or stair navigation.

The expected annualized base salary range for this role is $65,000 – $75,000.

The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, education and training, the market compensation of the role, and the consideration to internal equity.

QuadReal offers a competitive total rewards package in addition to the base pay, which includes a performance-based incentive plan, comprehensive health & dental benefits, a defined contribution pension plan and paid time off.

Note to Recruiters: QuadReal does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to QuadReal, directly or indirectly, will be considered QuadReal property. QuadReal will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for engaged services to submit resumes.

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.