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 current 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.

📌 Supervisor, Concierge (Montreal)
🏢 Brobston Group
📍 Montreal