Luxury Guest Experience Specialist

Harry Rosen Inc.; Cumberland; On-site; CAD 28,000 - 32,000; Full time

Benefits offered by this job

Competitive pay program

Team bonuses

Employee discounts

Flexible benefits

Pension and RRSP

Modern workplace

Career development coach

Diversity & Inclusion Council

Internal growth & promotion

Hourly wage: $20-23/hr

Job summary

Harry Rosen Inc. is hiring a Luxury Guest Experience Specialist to welcome clients, support high-end appointments, and coordinate events at the Toronto flagship. This full-time role focuses on delivering personalized service, managing client handoffs, and ensuring flawless hospitality from arrival to checkout.

You\'ll collaborate with advisors, leaders, and partners to curate exceptional experiences, train staff on standards, and uphold the brand\'s premium service in a dynamic retail setting.

Qualifications

• Minimum 2–4 years of experience in luxury retail, hospitality, concierge, or client-facing service.
• Strong customer service with high-touch client experiences.
• Excellent communication and relationship-building with clients, advisors, leaders, and vendors.
• Organizational skills to multitask in a fast-paced environment.
• Experience supporting events and VIP client initiatives.

Responsibilities

• Front Door & Client Welcome: greet at main entrance and guide clients to the right advisor.
• Phone & Inquiry Management: answer calls and manage inquiries in real time.
• Hospitality & Bar Operations: oversee service standards and staff training.
• In-Appointment Support: assist during appointments and follow up with clients.
• Delivery & Logistics Coordination: coordinate local deliveries and white-glove services.
• Events & Activations: act as in-store lead for events and branded activations.

Skills

Customer service

Luxury retail

Communication

Organization

Event support

Tools

Microsoft Office

Retail/client management systems

Job description

Your Style, Your Career Harry Rosen is a proudly Canadian born and raised retailer of fine quality menswear with store locations across the nation. We have been specializing in luxury menswear for over 70 years and have been officially recognized as one of Canada’s Best Managed Companies. We are committed to developing retail professionals who love retail and have the passion and ability to inspire exceptional service.

Luxury Guest Experience Specialist Full-Time Permanent Bloor St., Toronto

Responsibilities

• Front Door & Client Welcome Stationed at the main entrance throughout the day Serve as the first impression of the Harry Rosen experience Make real-time decisions on client needs and direct them to the appropriate advisor or leader without delay.
• Ensure all client handoffs between advisors and leaders are managed with care.
• Phone & Inquiry Management Answer all incoming calls to the store Assess each inquiry in real time Maintain a service-first approach on every call.
• Hospitality & Bar Operations Own all bar operations end-to-end Implement consistent service standards and train advisors on proper, consistent serving actions.
• Ensure food, beverage, and special arrangements are fully in place before identified clients arrive for appointments.
• In-Appointment Client Support Remain available throughout the day to support active appointments Client follow-up after a visit or transaction is directed to the appropriate advisor or leader — this role ensures the handoff is made with care.
• Special Delivery & Logistics Coordination Coordinate local deliveries to hotels and white glove deliveries to client homes as required.
• Liaise with advisors and leaders on delivery timing, client preferences, and presentation expectations.
• Track and communicate delivery status to the advisor and client as appropriate.
• Store Activations & Event Execution Serve as the primary in-store execution contact for events, trunk shows, and branded activations Support guest experience logistics during events.
• Hospitality Vendor Partnerships Proactively source and develop local hospitality partnerships that enhance the in-store experience — examples include coffee shop pop-ups, dessert bars, and similar activations.
• Manage existing vendor relationships and serve as the day-to-day point of contact for hospitality partners.

Qualifications

• Minimum 2–4 years of experience in luxury retail, hospitality, concierge, or a client-facing service environment.
• Strong customer service orientation with proven ability to deliver personalized, high-touch client experiences.
• Excellent communication and interpersonal skills with the ability to build relationships with clients, advisors, leaders, and vendors.
• Strong organizational skills with the ability to multitask, prioritize, and manage client needs in a fast-paced environment.
• Experience supporting events, appointments, hospitality services, and client experience initiatives.
• Exceptional attention to detail with a commitment to maintaining elevated service and presentation standards.
• Proven problem-solving skills with the ability to make real-time decisions and provide seamless client support.
• Proficiency in Microsoft Office Suite; experience with retail or client management systems is an asset.
• Flexible availability, including weekends and special events as required.

Perks of the Job

• Competitive pay program – there is no limit on your earnings at Harry Rosen and the more you sell, the more you will earn.
• Opportunities to additionally earn monthly and annual Team bonuses.
• Best in industry discounts and special purchase opportunities.
• A comprehensive flexible benefits package.
• Pension and Group RRSP Programs that grow with you.
• A modern, digitally advanced workplace.
• A coach committed to supporting the achievement of your personal career goals.
• A culture that is rich and diverse fostered through an internal Diversity Equity and Inclusion Council.
• An employer that values internal growth and promotion and is committed to succession planning for your future.
• Compensation: $20-23.00/hr

We thank you for your interest in this opportunity.

Harry Rosen Inc. is committed to ensuring that our environment is barrier-free to all persons, employees, and clients alike, as we believe in equal opportunity and fostering a diverse and inclusive environment.

In the spirit of this philosophy, we are committed to providing reasonable accommodations to all applicants with accommodation needs in the interview and assessment process.

If you need assistance during the selection process, please contact us at [e-mail] with details.

Join Harry Rosen, Canada’s leading premium menswear retailer since 1954, recognized as one of the 100 Best Managed Companies.

Be part of a team that values innovation, excellence, and style, and shape the future of luxury menswear with us.