Luxury Guest Experience Specialist

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

Benefits offered by this job

Team bonuses

Industry discounts

Flexible benefits

Pension and RRSP

Career development

Modern workplace

Job summary

Harry Rosen Inc. in Toronto is seeking a Luxury Guest Experience Specialist to welcome clients, support appointments, and manage front-of-store interactions with a service-first mindset.

You will coordinate local deliveries and events, train advisors on standards, and build lasting relationships with clients, vendors, and leadership to ensure elevated experiences.

Qualifications

• Minimum 2–4 years of experience in luxury retail, hospitality, concierge, or a client-facing service environment.
• Strong customer service orientation with personalized, high-touch client experiences.
• Excellent communication and interpersonal skills with clients, advisors, leaders, and vendors.
• Strong organizational skills with multitasking and prioritization in a fast-paced setting.
• Experience supporting events, appointments, hospitality services, and client experience initiatives.
• Attention to detail and presentation standards.

Responsibilities

• Front Door & Client Welcome - Serve as the first impression and direct clients to the appropriate advisor or leader.
• Phone & Inquiry Management - Answer calls and assess inquiries in real time with a service-first approach.
• Hospitality & Bar Operations - Oversee bar operations and ensure arrangements are in place for appointments.
• In-Appointment Client Support - Maintain presence to support active appointments and post-visit follow-ups.
• Special Delivery & Logistics Coordination - Coordinate local deliveries and liaise on timing and preferences.
• Store Activations & Event Execution - Act as in-store contact for events and branded activations.
• Hospitality Vendor Partnerships - Develop local partnerships and manage vendor relationships.

Skills

Customer service

Communication

Interpersonal skills

Organization

Event support

Flexibility

Weekend availability

Microsoft Office

Tools

Microsoft Office

Job description

Company overview

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.

Position: 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.

Requirements

• 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 & Compensation

• 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

Equal 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.