Supervisor, Concierge

Brobston Group LLC; Montreal (administrative region); On-site; CAD 55,000 - 75,000; Full time

Job summary

Brobston Group LLC seeks a Supervisor, Concierge to oversee daily concierge operations and deliver a premium luxury client experience. You will lead and develop the team, coordinate staffing and vendor relationships, and support VIP in-store events.

Role includes monitoring performance and driving improvements to meet store standards. The ideal candidate has luxury service experience, strong leadership, and excellent communication skills, with bilingual French/English proficiency.

Qualifications

• High school diploma or relevant training.
• Experience in luxury customer service or a similar environment.
• Experience supervising or managing a team.
• Excellent communication, problem solving and organizational skills.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Bilingual in French and English.

Responsibilities

• Supervise, coach and develop the concierge team to ensure high levels of customer service.
• Plan schedules and ensure adequate coverage of concierge operations.
• Train new employees and support ongoing team development.
• Manage and resolve complex client inquiries, complaints and escalations.
• Maintain thorough knowledge of store services, procedures and health and safety policies.
• Coordinate relationships with external concierge service providers and manage related inventories and supplies.
• Support special events, marketing initiatives and VIP in-store activities.
• Monitor service performance metrics, prepare activity reports and implement improvement plans.
• Collaborate with sales, customer service and operations teams to ensure a seamless client experience.

Skills

Team leadership

Communication

Problem solving

Organizational skills

Customer service

Bilingual French/English

Education

High school diploma

Tools

Microsoft Office

Job description

The Supervisor, Concierge oversees the daily operations of the concierge service to deliver an exceptional luxury client experience. This role leads and develops the concierge team, coordinates staffing and vendor relationships, manages escalations, and supports in‑store VIP events and initiatives. The supervisor monitors service performance and implements improvements to meet store standards.

Responsibilities

• Supervise, coach and develop the concierge team to ensure high levels of customer service.
• Plan schedules and ensure adequate coverage of concierge operations.
• Train new employees and support ongoing team development.
• Manage and resolve complex client inquiries, complaints and escalations.
• Maintain thorough knowledge of store services, procedures and health and safety policies.
• Coordinate relationships with external concierge service providers and manage related inventories and supplies.
• Support special events, marketing initiatives and VIP in‑store activities.
• Monitor service performance metrics, prepare activity reports and implement improvement plans.
• Collaborate with sales, customer service and operations teams to ensure a seamless client experience.

Requirements

• High school diploma or relevant training.
• Experience in luxury customer service or a similar environment.
• Experience supervising or managing a team.
• Excellent communication, problem solving and organizational skills.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Bilingual in French and English.