Keyholder, Concierge

Dutch Love; Surrey; On-site; CAD 25,000 - 33,000; Full time

Job summary

Dutch Love Surrey is hiring a Concierge Keyholder at the Surrey City Centre location to welcome customers, manage flow, and support the team during peak hours. You will verify IDs, guide customers to Budtenders, and help maintain a safe, compliant environment for all guests.

As part of the role, you will monitor entrances, de-escalate conflicts, and perform opening/closing duties while upholding company policies and provincial regulations.

Qualifications

• Must have excellent communication and interpersonal skills.
• Experience handling difficult customers or conflict resolution is preferred.
• Provincial cannabis certification is required.
• Must be 19 years of age or older.
• Successful completion of a Criminal Record Check is required.
• Ability to stand for extended periods and lift up to 20 lbs.

Responsibilities

• Greet customers warmly and professionally.
• Complete ID verification per BC cannabis regulations.
• Direct customers to Budtenders and manage customer flow.
• Monitor front entrance and sales floor for safety concerns.
• De-escalate conflicts; involve leadership or emergency services when needed.
• Open and close the store and support daily operations.
• Coach team members and ensure policy and regulatory compliance.

Skills

Communication

Interpersonal skills

Calm under pressure

De-escalation

Job description

Location: Dutch Love Surrey City Centre, 13650 102 Ave Unit 201, Surrey, BC V3T 1N6

At Dutch Love, we're all about creating thoughtful, welcoming experiences around cannabis. We believe education, kindness, and genuine human connection go hand in hand. As our Concierge Keyholder, you'll play a unique role in shaping every customer's first impression while helping lead the store through our busiest times.

If you're someone who naturally makes people feel welcome, stays calm under pressure, and loves being part of a team, we'd love to meet you.

What You'll Do

During our busiest evenings, you'll be the first point of contact for every customer entering the store. As our Concierge Keyholder, you'll help create a welcoming, safe, and compliant environment while supporting the team during high-volume periods.

In this role, you:

• Welcome every customer with warmth, confidence, and professionalism.
• Complete ID verification in accordance with all BC cannabis regulations.
• Direct customers to available Budtenders and help manage customer flow throughout the store.
• Monitor the front entrance and sales floor for potential concerns, responding proactively to help maintain a safe environment.
• Professionally manage difficult customer interactions, using sound judgment and de-escalation techniques to resolve situations calmly and respectfully.
• Recognize when situations require additional support and involve store leadership or emergency services when appropriate.
• Support the team wherever needed to ensure an exceptional customer experience.
• Outside of concierge coverage, you'll perform regular Keyholder responsibilities, including opening and closing the store, supporting daily operations, coaching team members, processing sales, and ensuring compliance with all company policies and provincial regulations.

What We're Looking For

We're looking for someone who is calm under pressure, confident in handling challenging situations, and able to make good decisions while maintaining a welcoming atmosphere. You understand that exceptional customer service also means knowing how to navigate difficult conversations with professionalism and empathy.

The ideal candidate:

• Has excellent communication and interpersonal skills.
• Remains composed and professional in high-pressure situations.
• Can confidently and respectfully de-escalate conflict while prioritizing the safety of customers and team members.
• Is observant, proactive, and comfortable taking the lead when situations require it.
• Enjoys working in a fast-paced, customer-focused environment.

Requirements & Qualifications

• Must be 19 years of age or older.
• Provincial cannabis certification (required).
• Successful completion of a Criminal Record Check.
• Minimum 2 years of retail, hospitality, concierge, customer service, or security experience with extensive face-to-face customer interaction.
• Previous experience handling difficult customers or conflict resolution is strongly preferred.
• Previous de-escalation training (such as Nonviolent Crisis Intervention, Verbal Judo, or similar) is considered a strong asset.
• Security, concierge, loss prevention, or guest services experience is considered an asset.
• Ability to regularly lift up to 20 lbs.
• Ability to stand for extended periods.
• Passion for delivering exceptional customer experiences while supporting responsible cannabis retail.

Why You'll Love Working Here

• A supportive leadership team that genuinely cares.
• A fun, inclusive culture where everyone belongs.
• Ongoing product education and leadership development.
• Opportunities for growth and internal promotion.
• Employee incentive programs and team events.
• The chance to help build a welcoming cannabis community every day.

About Dutch Love

At Dutch Love, we believe buying cannabis should feel approachable, comfortable, and enjoyable. We focus on education over intimidation, conversation over transactions, and creating spaces where everyone feels welcome. Our team is passionate about responsible cannabis use, exceptional customer service, and making every visit a positive one.

Dutch Love is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive.