Lead Concierge
Marlborough Mall – Calgary, AB
Job Type: Full-Time (38 hours/week)
Schedule: Monday–Thursday, 9:45 AM – 7:15 PM
Reports To: Security Supervisor / Property Management
Position Summary
Marlborough Mall is seeking a professional, customer-focused Lead Concierge to oversee the daily operation of the Customer Service Desk. As the primary daytime point of contact for shoppers, tenants, contractors, and visitors, you will deliver exceptional customer service while supporting the safety, security, and efficient operation of the property.
The successful candidate will act as the key liaison between Property Management, Security, Maintenance, and tenants while ensuring uninterrupted customer service operations, accurate administrative documentation, controlled access management, and compliance with corporate policies.
Key Responsibilities:
Customer Service
- Deliver outstanding customer service to shoppers, tenants, visitors, and contractors.
- Provide directions, mall information, and general assistance.
- Receive and document customer concerns, complaints, and service requests.
- Maintain a welcoming, organized, and professional Customer Service Desk.
Operations & Access Control
- Ensure continuous coverage of the Customer Service Desk during scheduled hours.
- Operate electronic access control systems for Family Washrooms, Loading Docks, and other secure areas.
- Perform daily opening procedures, including equipment and communication checks.
- Complete end-of-day administrative duties and operational records.
Tenant & Property Support
- Serve as the primary liaison between tenants, Security, Maintenance, and Property Management.
- Coordinate maintenance requests and follow up with appropriate departments.
- Communicate operational updates, policy changes, and service interruptions to tenants.
- Support mall events, promotions, and operational initiatives.
Administration
- Maintain and update the Master Emergency Contact Registry.
- Prepare and maintain Daily Activity Reports (DARs).
- Accurately document customer interactions, incidents, service calls, and access requests.
- Ensure all reports are complete, objective, and compliant with company standards.
Leadership
- Assist with onboarding and training Concierge team members.
- Promote consistent customer service standards and operating procedures.
- Provide guidance to part-time Concierge staff on documentation, access control, and customer service expectations.
- Recommend operational improvements to Security and Property Management.
Security & Emergency Response
- Monitor and respond to security-related concerns reported at the Customer Service Desk.
- Escalate emergencies to Security or emergency services when required.
- Maintain radio communication with Security personnel throughout the shift.
- Support emergency response procedures and mall safety initiatives.
Compliance
- Maintain strict confidentiality regarding security operations, investigations, tenant information, and surveillance.
- Follow all company policies related to CCTV privacy and evidence handling.
- Refer all surveillance requests to Security Management or authorized law enforcement.
Qualifications
- High school diploma or equivalent.
- Previous experience in customer service, concierge, hospitality, security, or property management is considered an asset.
- Strong organizational and administrative skills.
- Excellent verbal and written communication skills.
- Professional appearance and customer-focused attitude.
- Proficiency with Microsoft Office and computerized reporting systems.
- Ability to multitask and prioritize in a fast-paced environment.
- Sound judgment, professionalism, and discretion with confidential information.
Preferred
- Experience in retail, shopping centre, or commercial property operations.
- Knowledge of access control systems and incident reporting.
- Security industry experience.
- First Aid & CPR Certification.
Skills & Competencies
- Leadership
- Customer Service Excellence
- Professional Communication
- Organization & Attention to Detail
- Accountability
- Problem Solving
- Integrity & Confidentiality
- Teamwork
- Conflict Resolution
- Time Management
Working Conditions
- Customer Service Desk located within a busy retail shopping centre.
- Frequent interaction with tenants, shoppers, contractors, emergency responders, and mall staff.
- Combination of sitting and standing throughout the shift.
- Regular computer use and radio communications.
- Participation in emergency response procedures as required.
What We're Looking For
We're looking for someone who is approachable, dependable, and thrives in a customer-focused environment. The ideal candidate is an effective communicator who can confidently manage multiple priorities while maintaining professionalism and supporting a safe, welcoming shopping experience for everyone.
Benefits
- Full-time, stable schedule (Monday–Thursday)
- Professional and supportive work environment
- Opportunity to contribute to the daily operations of a busy shopping center
- Ongoing training and development
- Competitive compensation (based on experience)
Work Location: In person
