About QuadReal Property Group
QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities globally for investments in equity and debt in both the public and private markets. QuadReal invests directly through operating platforms in which it holds an ownership interest and via programmatic partnerships.
QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.
QuadReal: Excellence lives here.
www.quadreal.com
Role Description:
The Concierge Supervisor at Oakridge Park plays a pivotal leadership role in delivering and maintaining an exceptional, world-class standard of customer experience. Reporting to the Concierge Manager, this individual ensures the seamless operation of the Concierge team across multiple service desks and locations, upholding Oakridge Park’s ethos of elevated luxury, thoughtful service, and effortless excellence.
The Concierge Supervisor will be a key architect of the customer journey at Oakridge Park, orchestrating every touchpoint with poise, precision, and a heartfelt commitment to excellence. In this strategic, service-driven leadership role, they will oversee the Mall’s customer-facing operations, including concierge and VIP experience whilst ensuring every customer feels warmly welcomed and flawlessly cared for throughout their visit.
Why Join Oakridge Park
As Vancouver’s most iconic new destination for fashion, art, culture, and community, Oakridge Park represents the future of luxury lifestyle. As a Concierge Supervisor, you will help shape the gold standard of hospitality in one of North America’s most anticipated retail and cultural destinations.
Responsibilities:
Reporting to the Concierge Manager you will:
Lead with Purpose: Inspire and oversee the Concierge team to deliver intuitive, thoughtful service that consistently exceeds expectations. Concierge are Oakridge Park’s Trusted Advisors.
Manage and Maintain Our Signature Presence: Ensure the Concierge team are pristine, welcoming, and reflective of our luxury image, from ambiance to atmosphere, always.
Be ‘Hands -on’ and customer facing, Oversee the daily operations of all Concierge desks and guest touchpoints.
Elevate Team Performance: Coach and develop colleagues through regular feedback, mentorship, and hands-on leadership, fostering high engagement and continuous improvement.
Collaborate Cross-Functionally: Act as a key liaison across the Mall’s customer facing departments, ensuring clear communication and seamless coordination to support exceptional service delivery.
Drive Operational Excellence:
Monitor and manage the concierge budget, optimize labour i.e. Monitor team schedules and adjust coverage in real-time to ensure consistent service standards.
Ensure adherence to all SOPs i.e. Lost & Found, Coat check, VIP Suite protocols, Luxury Gift Wrap, Cash, Banking and Gift Card handling.
Maintain inventory of gift cards, coordinate orders of packaging and printed materials as related to the sales of gift cards.
Set up systems and processes to ensure clear communication, shift handovers, customer alerts, retailer issues, and operational updates clearly and consistently.
Maintain accurate incident reports, logs, and daily team summaries.
Work with the Concierge Manager to complete daily reconciliation reports and banking deposits, following company policies and procedures.
Conduct regular team ‘huddles’ to reinforce tone, goals, and service focus.
Foster a positive ‘high performance’ team culture built on collaboration, accountability, and innovation.
Support Strategic Goals: Partner with the Concierge Manager to implement initiatives aligned with customer satisfaction, Gift Card program, VIP program, colleague development, and profitability.
Be the Calm in the Storm: Act as Manager on Duty, responding decisively to customer concerns and operational needs with empathy, clarity, and professionalism.
Promote Brand Standards: Uphold Quad Reals commitment to luxury, sustainability safety, and inclusivity in every interaction.
In the absence of the Concierge Manager, Act as a senior host during peak periods or VIP visits—offering personalized, anticipatory service.
Perform other duties as required
Experience and Qualifications:
A Passion for People: A genuine hospitality mindset, leading with empathy, professionalism, and a focus on building meaningful customer and colleague connections.
Minimum 3–5 years of experience in a leadership or supervisory role in luxury hospitality or high-end retail
Strong working knowledge of elevated customer experience, preferably in environments like luxury malls, 5-star hotels, or flagship boutiques.
Proven leadership and mentoring capabilities.
Calm and professional under pressure with exceptional problem-solving and decision-making skills.
Strong organizational and multitasking abilities; able to pivot across multiple priorities and service points.
Tech-savvy; able to use POS, digital booking systems, radios, CRM platforms, AI and communication tools.
Computer skills: (Microsoft Word, Excel, Access, PowerPoint, Publisher)
Multilingualism (Mandarin) is an asset.
Personal Attributes
Naturally gracious and customer-focused; “It may seem like a small thing, but to us it’s everything.”
Detail-oriented, with a deep appreciation for presentation, appearance, and luxury etiquette.
Discreet, trustworthy, and emotionally intelligent.
Collaborative spirit with a proactive, can-do approach.
Working Conditions
Must be available for shift-based work including weekends, holidays, and occasional late evenings.
Will work across multiple concierge desks, VIP areas and other amenities within Oakridge Park.
Uniform provided; strict adherence to Oakridge Park grooming and presentation standards is required.
Your Physical Environment
10% office and 90% on-floor presence, engaging with customers and supporting your team
Ability to occasionally lift or move items up to 50 lbs, and perform physical activities including standing, bending, or navigating stairs for extended periods
This job posting is for an existing vacancy within our organization.
The expected annualized base salary range for this role is $60,000 – $70,000.
Based on the position, QuadReal offers a competitive total rewards package in addition to the base pay, which may include a performance-based incentive plan, comprehensive health & dental benefits, pension plan, and paid time off.
The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, education and training, the market compensation of the role, and the consideration to internal equity.
Based on the position, QuadReal offers a competitive total rewards package in addition to the base pay, which may include a performance-based incentive plan, comprehensive health & dental benefits, pension plan, and paid time off.
The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, education and training, the market compensation of the role, and the consideration to internal equity.
We value diverse experiences and perspectives. Even if your skills don’t align 100% with the listed qualifications or salary range, we encourage you to apply – you may be a great fit for this role or others in our community. Applicants may also be considered for alternative positions within the organization where their qualifications and experience align more closely with available opportunities.
We use artificial intelligence (AI) technology — alongside human review — to assist in screening and assessing applicants for this position. Our recruitment team remains involved in all decisions.
Note to Recruiters: QuadReal does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to QuadReal, directly or indirectly, will be considered QuadReal property. QuadReal will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for engaged services to submit resumes.
QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.
