Head Concierge – Luxury Residential Condominium
Job Type: Full-time
Location: Calgary, Alberta
Work Location: In person
Job Description
MyVIPConcierge is seeking a highly experienced, polished, and service-driven Head Concierge to lead the concierge team at an exceptionally high-end residential condominium property in Calgary.
This is a senior leadership position and is not an entry-level concierge role. The successful candidate must have extensive experience in luxury hospitality, residential concierge services, hotel operations, property management support, or another high-level customer service environment.
The Head Concierge will act as an ambassador for the property and will be responsible for maintaining the highest standards of resident service, professionalism, security, communication, and front desk operations. This individual must lead by example, provide direction and support to concierge staff, and ensure consistent service across all shifts.
We are looking for someone who understands that luxury service is built through discretion, personalized attention, exceptional communication, strong judgment, and attention to detail.
About the Role
The Head Concierge serves as the primary point of contact for residents, guests, contractors, visitors, property management, and building representatives.
In addition to providing refined and personalized front desk service, the Head Concierge will oversee the day-to-day operation of the concierge department, including staff supervision, scheduling, training, performance management, procedure development, documentation, and service quality.
The successful candidate must be professional, composed, organized, and capable of handling multiple responsibilities while maintaining the confidentiality and high service expectations of a luxury residential community.
Occasional on-call availability and schedule flexibility may be required to support staffing coverage, emergencies, and operational needs.
Key ResponsibilitiesResident and Guest Services
- Greet and acknowledge residents, guests, contractors, and visitors with the highest level of professionalism and courtesy.
- Provide prompt, knowledgeable, and personalized assistance by telephone, email, and in person.
- Develop and maintain professional relationships with residents while respecting privacy, confidentiality, and appropriate boundaries.
- Assist residents with general inquiries, building services, amenities, reservations, deliveries, local information, and special requests.
- Become familiar with resident preferences and provide attentive service without becoming overly familiar.
- Respond professionally to resident concerns, complaints, service requests, and urgent situations.
- Maintain knowledge of nearby restaurants, service providers, attractions, events, transportation options, and community resources.
Concierge Team Leadership
- Provide overall leadership, supervision, and administration of the concierge team.
- Lead by example and ensure all staff maintain professional appearance, conduct, communication, and service standards.
- Participate in the recruitment, interviewing, onboarding, and training of concierge employees.
- Develop and maintain concierge procedures, training materials, shift instructions, and operational standards.
- Prepare staff schedules and coordinate coverage for vacations, absences, emergencies, and schedule changes.
- Monitor staff performance and provide regular coaching, feedback, and support.
- Conduct performance reviews and address attendance, conduct, or performance concerns when required.
- Support disciplinary processes in accordance with company procedures and employment requirements.
- Ensure effective communication and service continuity between all concierge shifts.
- Review daily reports, shift notes, incident reports, and outstanding resident or operational matters.
Building Operations and Administration
- Maintain a clean, organized, professional, and welcoming concierge desk, lobby, reception area, and surrounding common areas.
- Monitor the condition of lobbies, elevators, entrances, exterior areas, and other visible building spaces.
- Promptly report maintenance, cleanliness, safety, or operational concerns to the appropriate party.
- Maintain comprehensive knowledge of the building’s amenities, services, emergency procedures, policies, and operating requirements.
- Manage guest suite reservations, including check-in, check-out, access, documentation, and communication.
- Coordinate freight elevator reservations for move-ins, move-outs, contractors, furniture deliveries, and other approved activities.
- Manage mail, parcels, food deliveries, keys, access devices, and resident requests according to building procedures.
- Maintain accurate contractor, visitor, delivery, parking, key, access, and incident records.
- Keep staff, resident, owner, emergency, contractor, and management contact information current and organized.
- Assist with administrative duties, payroll information, vacation tracking, employee documentation, and other departmental records where assigned.
- Complete thorough shift handovers and ensure important information is communicated to the appropriate staff and management representatives.
Security and Emergency Response
- Monitor building access and ensure that only authorized individuals enter secure areas.
- Verify visitors, contractors, service providers, and deliveries in accordance with building procedures.
- Monitor security cameras and remain attentive to unusual, suspicious, or unauthorized activity.
- Respond promptly and appropriately to security concerns, alarms, emergencies, resident incidents, and building issues.
- Contact property management, emergency services, security personnel, trades, or other appropriate parties when required.
- Prepare detailed and accurate incident reports and follow-up documentation.
- Train and educate concierge staff regarding building security, access control, emergency procedures, and incident response.
- Maintain confidentiality and use sound judgment and discretion in all interactions.
Policies, Procedures, and Communication
- Maintain a strong working knowledge of condominium bylaws, building rules, policies, and resident procedures.
- Ensure concierge staff understand and consistently follow building and company requirements.
- Assist residents with policy-related questions and direct complaints or concerns to the appropriate management representative.
- Communicate professionally with residents, property management, condominium representatives, contractors, emergency personnel, and fellow employees.
- Follow all company policies, privacy requirements, site procedures, and management instructions.
- Complete additional leadership, concierge, administrative, and operational duties as assigned.
Required Experience and Qualifications
- A minimum of five years of experience in luxury hospitality, hotel operations, residential concierge services, property management support, or another high-level customer service environment.
- Previous experience in a luxury condominium, five-star hotel, executive residence, private club, premium residential property, or comparable environment is strongly preferred.
- Proven leadership, supervisory, or management experience.
- Demonstrated experience training, coaching, scheduling, and supporting employees.
- Strong organizational, decision-making, problem-solving, and conflict-resolution skills.
- Excellent verbal and written communication skills.
- Professional appearance, conduct, judgment, and personal presentation.
- Ability to provide refined and personalized service while maintaining confidentiality and discretion.
- Ability to manage multiple responsibilities simultaneously without compromising attention to detail or service quality.
- Strong documentation, record-keeping, and administrative abilities.
- Excellent telephone and email etiquette.
- Proficiency with Microsoft Office, email, digital logs, property management systems, parcel systems, and standard office equipment.
- Strong understanding of security awareness, access control, incident reporting, and emergency response.
- Ability to remain calm, respectful, and solutions-focused during emergencies, resident concerns, and high-pressure situations.
- Reliable, punctual, self-motivated, accountable, and capable of working independently.
- Ability to provide occasional on-call support and assist with staffing coverage when required.
- Professional employment references are required.
- A criminal record check, including any additional screening required for the property, must be successfully completed as a condition of employment.
Ideal Candidate
The ideal candidate is a confident and experienced hospitality leader who takes pride in delivering exceptional service and maintaining high professional standards.
You are attentive, dependable, discreet, and naturally service-oriented. You understand how to lead a team, maintain accountability, anticipate resident needs, address concerns professionally, and ensure that the concierge department operates smoothly across every shift.
You are comfortable working with residents who have high expectations and understand the importance of consistency, privacy, communication, and attention to detail in a luxury residential environment.
You must be capable of balancing personalized service with security, policy enforcement, administrative responsibilities, and team leadership.
How to Apply
Qualified candidates are invited to apply with:
- A current resume clearly outlining relevant concierge, hospitality, hotel, residential, leadership, and management experience.
- Professional references from previous employers.
- A brief summary describing your experience working in luxury or high-service environments and supervising a team.
Only candidates with substantial and directly relevant experience will be considered. Applicants who do not meet the required experience level may not be contacted.
A criminal record check is mandatory and will be required as part of the hiring process.
Pay: $27.00-$30.00 per hour
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
Experience:
- Customer service: 5 years (required)
- Management: 2 years (required)
- Administrative: 3 years (required)
Work Location: In person
