Supervisor, Concierge

Summary

The Concierge Supervisor oversees daily concierge operations and leads the team in delivering an exceptional luxury customer experience. This role coordinates staffing, resolves complex service issues, and works with store teams and external service providers.

Responsibilities

• Supervise, coach, and develop concierge staff; plan schedules and ensure adequate operational coverage.
• Train new employees and support ongoing team development.
• Respond to customer requests and resolve escalated complaints and service issues.
• Maintain knowledge of store services and procedures, and ensure compliance with policies and health and safety standards.
• Coordinate external concierge providers and support special events, marketing initiatives, and VIP activities.
• Monitor service performance, implement improvement plans, prepare reports, and communicate results to management.
• Partner with sales, customer service, and operations teams; manage concierge supplies, inventory, and tools.

Requirements

• High school diploma or relevant education.
• Customer service experience in a luxury or similar environment and experience supervising or managing a team.
• Strong communication, problem-solving, and organizational skills.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Fluency in French and English.