Senior Corporate Concierge

at  JOHN PAUL

WELCOME TO JOHN PAUL: WHERE INNOVATION MEETS PASSION

Welcome to the world of John Paul, where we transform ordinary moments into extraordinary experiences. At John Paul, we’re not just a company; we’re a community of service-minded go-getters who believe in turning every day into an unforgettable experience for clients and colleagues alike.
Our mission? To offer the best and most valued experience in the world, creating experiences that linger in the hearts and minds of our global clientele.
Whether it’s to serve our clients, prestigious members, or amazing employees, we uphold values of service excellence and a high standard of quality for everyone.

VISA REQUIREMENTS:

Canadian Work Authorization is required.

ABOUT THE ROLE:

We have an exciting opportunity for you as a Senior Corporate Concierge working within our phenomenal North American team.
The Senior Corporate Concierge’s primary purpose is to provide supervisory support to our programs. The ideal candidate knows how to deliver exceptional, high-touch service, assisting customers with customized arrangements, including travel bookings, dining reservations, event planning, research, and other personal services as acting Corporate Concierge. Additionally, the Senior Corporate Concierge will support the day-to-day operations of the program.
Schedule 1: 10:30 am to 7:30 pm with Wednesday & Thursday off.
Schedule 2: 7:30 AM to 4:30 PM with Saturday and Sunday off.

SENIOR CORPORATE CONCIERGE KEY RESPONSIBILITIES:

• Create daily, weekly, and monthly reports to highlight performance and key performance indicators (KPIs) for Concierge Team and communicates this to management.
• Responsible for the performance of the team in collaboration with Management.
• Track and share insight and feedback received from cardholders / members to management.
• Real-time schedule adherence monitoring and first point of contact during shift hours.
• Key point of contact for escalation management.
• Manage/update internal escalation reports and assisting with make good resolutions to cardholders
• Manage workflows to ensure that team productivity meets or exceeds standards.
• Responsible for providing an end-of-shift report of service levels and context, team adherence, and other summary items.
• Working with Managers on optimizing the program to deliver exceptional service.
• Assist with communicating any changes or new procedures to the team.
• Make sure new/adjusted policies or procedures are followed in real time by the team.
• Sharing insight/feedback received through interactions with the client members to the manager.

AD HOC DUTIES:

• Assist the team with call handling during call spikes to maintain call SLAs.
• Support the leadership team to optimize the concierge program to deliver exceptional service.
• Promote collaboration with team members and management to sustain a respectful work environment.
• Champions company and client procedures and policies, including Dress Code, Attendance, and Punctuality.
• Any other duties that are needed to drive to the vision, fulfill our mission, and abide by the values of this organization

Directly accountable for repeat utilization through the creation and delivery of memorable customer experiences. They accomplish this through:

• Nurturing vendor and partner relationships
• Strong focus on building a network of partners in respective city
• Understanding and expanding on the stated needs of the customer
• Utilizing historical and new information to deliver service beyond expectations.
• Practicing “no is not an option” in their quest to deliver on the customer’s expectations
• Building strong teams to support a global networ