Position Title: Visitor Management Lead
Location: Toronto, ON (M5J 0A8)
Employment Type: Contract
Duration: 12 Months (Possibility of conversion and extension)
Work Model: 100% Onsite
Schedule: Monday–Friday, 8:00 AM–4:00 PM (holidays off)
Pay Rate: $20.00/hr
Position Overview
The Visitor Management Concierge Lead serves as a brand ambassador and the first point of contact for visitors, tenants, and patrons at First Canadian Place. This role is responsible for overseeing the day-to-day visitor management program following the installation of speed gates, ensuring a welcoming, professional, and seamless experience for all visitors.
The ideal candidate will demonstrate exceptional customer service, strong communication and administrative skills, and the ability to lead daily operations while coordinating with tenants, visitors, building management, and the Security Command Centre.
Key Responsibilities
- Deliver exceptional customer service to internal and external clients in a friendly, confident, and professional manner.
- Serve as the primary lobby ambassador and provide information to visitors, tenants, and patrons.
- Oversee day-to-day visitor management operations and workflows following speed gate installation.
- Manage visitor access and ensure couriers, contractors, and other visitors are directed appropriately.
- Coordinate with the Security Command Centre regarding access control and visitor management matters.
- Support the use of access-control systems, CCTV, visitor management software, and related administrative tools.
- Lead and coordinate the daily activities of one team member, with the possibility of additional team members as the program expands.
- Maintain a clean, organized, and professional reception area.
- Respond to tenant requests, distribute information, and maintain relevant records and databases.
- Update electronic directories and maintain visitor management statistics and reports as required.
- Use Microsoft Outlook, Word, Excel, email, and internet-based systems to support daily operations.
- Assist with building events and other activities as required.
- Perform additional duties as assigned.
Required Qualifications
Customer Service and Professional Skills
- Minimum of 3 years of customer service experience in a professional, high-energy environment; hospitality or a related field is preferred.
- Excellent verbal, written, and interpersonal communication skills.
- Professional presentation and a friendly, customer-focused approach.
- Strong organizational, multitasking, and time-management abilities.
- Demonstrated leadership capability and the ability to coordinate daily team activities.
- Strong problem-solving skills and the ability to manage competing priorities.
- Excellent telephone etiquette and professional email communication.
Technical Skills
- Experience with Microsoft Outlook, email, and internet-based systems.
- Proficiency in Microsoft Word and Excel is an asset.
- Familiarity with visitor management systems, access-control systems, or CCTV is beneficial; training will be provided.
Education
- Minimum Grade 12 education or equivalent required.
- Post-secondary education in hospitality, customer service, or a related field is preferred.
Ideal Candidate Profile
The ideal candidate will have a background in customer service, hospitality, reception, concierge services, or administrative support, with the confidence to represent a high-rise commercial property professionally. Previous leadership or team coordination experience is important for this lead position.
Candidates should be comfortable working in a fully onsite, tenant-facing environment and managing visitor interactions while coordinating with security and building operations.
