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About the Role
Deliver an exceptional 5-star customer experience to residents, visitors, and guests within a prestigious residential development. As the first point of contact, create a warm, professional, and memorable first impression by maintaining an outstanding reception presence and providing a consistently high level of service. Proactively anticipate and respond to needs with discretion, efficiency, and attention to detail, ensuring every interaction reflects the highest standards of hospitality and professionalism.
Responsibilities
- Maintain the highest standards of presentation throughout the property, ensuring all reception and concierge areas remain clean, organised, and welcoming.
- Maintain a professional, polished, and approachable appearance at all times, wearing company-provided uniform correctly.
- Carry out all duties in accordance with instructions provided by management and the staff handbook.
- Comply with all concierge processes, procedures, policies, and service standards.
- Establish and maintain strong professional relationships with residents, visitors, tenants, contractors, colleagues, and key stakeholders.
- Deliver a warm, professional, and personalised welcome to all, accurately maintaining visitor records.
- Manage meeting room and communal area bookings, ensuring spaces are appropriately prepared and returned to standard.
- Manage resident keys securely and responsibly, ensuring accurate recording and handling.
- Answer telephone calls, intercom enquiries, and resident communications promptly and professionally.
- Maintain a thorough understanding of the concierge FOH handbook, including site-specific procedures and emergency protocols.
- Maintain a consistent and visible presence at the concierge desk, ensuring it remains attended at all times.
- Respond to all on-site enquiries efficiently and professionally, taking ownership or escalating as required.
- Receive, manage, and distribute resident parcels and deliveries with care and accuracy.
- Complete all required logs, reports, records, and administrative documentation accurately and within agreed timescales.
- Carry out regular site inspections to identify and report any faults, maintenance concerns, or security issues.
- Investigate and respond appropriately to incidents or issues arising within the development.
- Undertake all duties in line with health and safety requirements.
- Provide appropriate assistance and support to colleagues, residents, and visitors during emergency situations.
- Support compliance with all landlord obligations relating to health and safety, fire safety, security, and statutory requirements.
- Ensure all contractors attending site comply fully with contractor management procedures and site rules.
- Demonstrate flexibility and adaptability in response to changing business needs.
- Support the Concierge team in delivering exceptional resident experiences by assisting with resident events, local vendor partnerships, and community initiatives.
- Assist with creating resident communications, including posters, newsletters, and event updates.
- Support event setup, coordination, photography, and internal communications.
- Act as a Helios Service Ambassador by demonstrating professionalism, creativity, and a commitment to five-star service.
Requirements
- Demonstrable experience in front of house, concierge, guest services, or hospitality environments, delivering exceptional customer service within a busy, high-footfall setting.
- Experience in lobby hosting, reception hosting, or customer-facing ambassador roles is highly desirable.
- Confident, articulate communicator – both orally and in writing.
- Able to build relationships with all types of customers and clients with a resolution-focused mentality and a creative approach to problem solving.
- Able to work independently whilst contributing positively as part of a professional team.
- Efficient in maintaining administration and record keeping electronically.
- Demonstrable ability in dealing with problems and challenges effectively.
- Good knowledge of Health and Safety regulations.
- Ability to work under pressure and meet deadlines, whilst effectively prioritising workloads and managing time.
- Excellent IT skills, including strong knowledge of Microsoft Office applications.
- Awareness of social media platforms.
- Willingness to stay up to date with emerging technologies.
Skills
- Customer service
- Hospitality
- Communication (oral and written)
- Relationship building
- Problem-solving
- Teamwork
- Administration
- Record keeping
- Health and Safety regulations
- Time management
- IT skills
- Microsoft Office
- Social media awareness
Location
- On-site
Work Type
- Full-time
- Shift work
Experience Level
- Experience required
Salary/Compensations
- £33,500 per annum
Benefits
- Benefits Booklet available
About the Company
- Helios