Guest Experience Lead

The Management Group; Vancouver; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading hospitality services company in the Vancouver area is seeking a Senior Concierge for Club 10. This role requires a minimum of 2 years of experience in hospitality or guest services, where you will act as a primary front-facing ambassador, creating welcoming experiences and supporting your Concierge team. If you possess strong communication skills and demonstrate a professional demeanor, this opportunity allows you to enhance the daily experience for residents and guests at a premier residential amenity.

Qualifications

• Minimum 2 years of experience in hospitality or guest services.
• Proven ability to deliver exceptional customer service.
• Strong judgment and problem-solving capabilities.

Responsibilities

• Serve as a primary ambassador for Club 10.
• Create a welcoming experience for residents and guests.
• Act as on-shift lead for Concierge team members.

Skills

Customer service skills

Problem-solving

Communication

Tools

Scheduling systems

Basic computer applications

Job description

The Senior Concierge at Club 10 is a high-visibility, guest-facing hospitality role responsible for setting the tone of service, professionalism, and experience throughout the club. As one of the Resort at Hansen Park's primary ambassadors, the Senior Concierge delivers elevated, resort-level service while providing on-shift leadership and support to the Concierge team. This is a working role that balances exceptional hospitality with coordination, judgment, and accountability.

What You’ll Do

• Serve as a primary, front-facing ambassador for Club 10, delivering elevated, resort-level hospitality.
• Create a welcoming, professional, and inclusive experience for residents, guests, and visitors.
• Act as the on-shift lead for Concierge team members, providing guidance and real-time support.
• Handle elevated or complex resident requests with discretion, confidence, and sound judgment.
• Oversee daily presentation and appropriate use of Club 10 amenities.
• Enforce amenity rules and policies with warmth, consistency, and professionalism.
• Support resident events, amenity reservations, and equipment checkout.
• Coordinate with Security, Leasing, Maintenance, and Housekeeping teams as needed.
• Monitor guest access and report safety, security, or operational concerns.
• Model service standards, communication, and appearance expectations for the Concierge team.

What We’re Looking For

• Minimum 2 years of experience in hospitality, concierge, guest services, or luxury residential environments.
• Proven ability to deliver elevated customer service in a high-visibility role.
• Strong communication, judgment, and problem-solving skills.
• Professional appearance and demeanor aligned with resort-level standards.
• Comfortable using scheduling systems and basic computer applications.
• Flexible availability including evenings, weekends, and holidays.

Why This Role

This is an opportunity to play a key role in shaping the daily experience at one of the region’s premier residential amenities. You will be trusted to lead by example, support your team, and deliver service that reflects the standards of Club 10. Click Apply to learn more.