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Concierge – Customer Journey -ROYALMOUNT

Concierge – Customer Journey -ROYALMOUNT– Carbonleo

At Carbonleo, we’re experience builders. Our large-scale real estate projects aim to create exceptional moments and sustainably improve the lives of the communities in which they are located—from an economic, human and environmental perspective. Want to help us achieve our goal? This role could be the right one for you!

WHO WE ARE

Carbonleo is a company with a mission to create unparalleled experiences through innovative real estate projects that are at the forefront of international trends. Proudly based in Quebec, our private real estate development and management company is run by a team of people with numerous years of experience in real estate and retail industries.

Founded in 2012, Carbonleo now employs more than 150 people, who work on our various projects in the Greater Montreal area, including:

ROYALMOUNT, Montreal’s newest shopping, dining, and entertainment destination, where connectivity, creativity, and sustainability converge in an incomparable way. This world-class district, located in the heart of the city, features 170 stores, 60 restaurants and cafes, an urban park and a public art trail. As well, ROYALMOUNT will soon become the largest LEED Gold–certified retail development in Canada;

Quartier DIX30, the second largest multi-functional shopping center in Canada, located in Brossard;

Four Seasons Hotel and Private Residences Montreal, a luxury accommodation and dining destination located in the heart of downtown.

WHAT WE OFFER

Full-time employment with a highly competitive salary;

A flexible schedule that suits your needs;

Great benefits, 100% paid by the company, including an employee assistance program and access to virtual healthcare;

An open vacation policy;

Daily snacks available in-office;

Bright, modern office space;

A culture of intrapreneurship;

A growing company with numerous opportunities for advancement.

THE POSITION

The Concierge – Customer Journey serves as the ambassador for the Royalmount shopping center. Working as part of the operations team under the Customer Experience Supervisor, they maintain an elegant, proactive, and attentive presence in various service areas of the center: Concierge, private lounge, personalized shopping suites, Parc Urbain (including the skating and art trail experience), and common areas. The role aims to assist all customers, visitors and tenants alike—and anticipate their needs by offering a premium experience.

RESPONSABILITIES

Hospitality, and Personalized Assistance

Welcome visitors warmly with professionalism, courtesy, and impeccable presentation;

Quickly identify visitors’ needs and deliver personalized services and tailored experiences;

Provide attentive support to stylists and clients in the private lounge and personalized shopping suites, including coordinating appointments, greeting guests, and serving beverage

Customer Service and Operational Support

Respond efficiently to inquiries on-site and through various communication channels, including email, phone, and live chat;

Handle complaints and sensitive situations with composure, empathy, and discretion, escalating issues as required according to established procedures;

Recommend and coordinate services such as dining reservations, spa experiences, special events, guided art tours, and personalized shopping appointments;

Conduct regular property walkthroughs to support operational excellence, cleanliness, and facility presentation;

Provide additional guest services, including gift card sales, gift wrapping, equipment rentals, and smart locker rentals.

Support during events and the implementation of the digital customer experience

Assist with guest reception and help ensure the smooth execution of on-site events and activations;

Promote upcoming events, new store openings, and exclusive tenant partnerships;

Support visitors in downloading and using the mobile app, digital directories, and website navigation tools.

Tenant Relations and Customer Development

Maintain professional and courteous communication with retailers, restaurants, and property partners;

Collect customer feedback and share insights with management to support continuous service improvement;

Foster customer loyalty by personalizing interactions and delivering memorable experiences aligned with the property’s service standards.

Continuous Training and Innovation

Stay informed about new developments within the property and trends in the retail and hospitality industries;

Suggest innovative ideas to enhance the customer journey and optimize operational processes;

Participate in internal training initiatives to maintain exceptional service standards and reinforce the property’s brand image;

Perform all other related duties as required.

OUR IDEAL CANDIDATE

Experience in customer service and hospitality, preferably within luxury retail, tourism, hotels, events, or related industries;

Excellent interpersonal and communication skills, both verbal and written;

Ability to analyze customer feedback and identify key insights and opportunities for improvement;

Strong sense of confidentiality and ability to handle customer information with discretion;

Positive attitude, proactive mindset, and strong problem-solving abilities;

Knowledge of luxury retail trends, competitive landscape, and best practices in customer experience and concierge services;

Flexibility to work evenings, weekends, and holidays as operationally required;

Full professional proficiency in both French and English, spoken and written. English fluency is essential due to the large volume of local and international English-speaking visitors;

Additional language skills are considered an asset;

Strong knowledge of the city of Montreal, including cultural, hospitality, and lifestyle offerings, is considered an asset.

AVAILABLE SCHEDULES:

Full-time (30–39 hours) and Part-time (flexible schedule)

Diversity, equity and inclusion are a top priorities

At Carbonleo, we are proud ambassadors of employment equity, and prohibit discrimination based on age, skin color, origins, religion, sex, sexual orientation, or any other characteristic protected by federal, provincial, and municipal laws. We are committed to creating and maintaining an accessible and inclusive workplace. If we contact you for an interview, and you require any special support, please do not hesitate to let us know.

Are you interested in this position? We’d love to meet you! Please note, however, that only selected candidates will be contacted to begin the hiring process.

Position : Concierge – Customer Journey -ROYALMOUNT