Job Description

HEAD CONCIERGE -- RESIDENTIAL STRATA BUILDINGS


We are seeking an experienced high-end building Concierge/Front Desk Administrator, with 3+ years of Team Lead Experience, managing a team of 5+ people.


The Head Concierge plays a key leadership role within their designated residential strata site(s). Working closely with the Operations Management Team, this position ensures the smooth, efficient, and professional operation of the building while upholding a white-glove, service-centric standard. The Team Lead will oversee all aspects of client relations, including interactions with residents, property managers, building staff, contractors, and--where applicable--developer representatives.


Team Lead Scope


The Head Concierge must be experienced and confident in supervisory responsibilities, including:


Training, coaching, and developing both new and existing staff


Assessing performance, providing corrective guidance, and ensuring service excellence


Modelling and reinforcing the company's high standards of professional, customer-focused service


Managing scheduling, time-keeping, and general team oversight


Contributing to operational planning, budgeting considerations, and procedural improvements


This role requires a strong commitment to maintaining a polished, hospitality-driven environment at all times.


Key Duties


Addressing, resolving, and documenting issues or complaints escalated by the concierge team


Responding effectively and promptly to property manager requests


Leading, supervising, mentoring, and developing onsite concierge staff


Creating and maintaining schedules to ensure the building's operational needs are consistently met


Collaborating with Management to develop and refine operating procedures and service standards


Coordinating with Human Resources regarding staffing needs, performance matters, and employee requests


Candidate Attributes


Minimum five (5) years of experience in a Hospitality role or equivalent supervisory role in a fast-paced strata setting


Strong customer-service orientation with proven ability to deliver white-glove, client/resident-focused service


Canadian PR or Citizen
Contract Duration: 2 Years Minimum
Polished and professional
Mature and pleasant


Excellent listening skills with the ability to proactively identify and resolve issues


Strong multi-tasking skills and comfort navigating shifting priorities


Skilled in handling difficult situations professionally and diffusing conflict


Exceptional communication skills, including clear and professional written communication


Ability to work flexible hours to meet business needs


Hospitality training and/or hospitality industry experience preferred


High proficiency with MS Word, Excel, and Outlook


Work Environment


Full-time: Monday to Friday, 40 hours/week


Schedule: 7:00 AM - 3:00 PM (must be available to work Statutory Holidays)


Fast-paced environment with regular walking and onsite monitoring required


Oversees a team of 3-5 concierge staff members


Experience
Required
5 year(s): Hospitality