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About the Role

The main purpose of the role is to maintain a presence on the front desk, providing a welcoming and courteous reception to residents and visitors while upholding the high standards of the residential development.

Responsibilities

• Establish professional working relationships with staff, residents, and contractors, serving as the primary point of contact for the building.
• Greet visitors, maintain accurate visitor logs, and follow site instructions.
• Ensure high standards of property presentation, keeping the concierge area clean, tidy, and meeting resident expectations.
• Maintain a constant physical presence at the reception/concierge desk, ensuring it is never left unmanned.
• Conduct daily site walk rounds as instructed, reporting all faults, maintenance, and repair needs to the building management team.
• Monitor access points, utilize CCTV (view only if not SIA Licensed), and screen visitors to ensure site access authorization.
• Report suspicious or unusual behavior and contact the police if necessary.
• Assist other staff, residents, and visitors, including during emergencies.
• Comply with all concierge processes, procedures, and standards of work.
• Maintain a high standard of personal appearance, displaying a courteous, professional, and helpful demeanor.
• Keep any supplied uniform in acceptable and clean condition.
• Answer telephone and intercom system queries professionally and follow site protocol for providing access.
• Handle on-site queries efficiently and professionally, directing them to third parties as appropriate and informing the querent of the action, outcome, and timeframe.
• Monitor and supervise workmen/contractors to ensure minimal disturbance to residents, following agreed procedures.
• Investigate and document faults and issues within the development, such as leaks, fire alarms, or theft.
• Complete all required log reports for building and management.
• Undertake tasks and responsibilities that may be unpredictable and varied, working flexibly as needed.
• Comply with and ensure landlord's health and safety and fire precaution obligations are met.
• Avoid undertaking tasks that pose a health and safety risk without proper training.
• Participate in company training schemes and pursue continuous professional development.
• Carry out duties as instructed by management.
• Handle and manage deliveries and returns via development systems and protocol.
• Manage residents' keys, ensuring they are signed in and out daily.
• Manage on-site booking requirements for key access areas.
• Maintain and update accurate reception/concierge operations manuals.
• Perform any other reasonable duties as required by management.

Requirements

• Demonstrable experience in front-of-house concierge services and delivering exceptional customer service.
• Confident and articulate communicator, both orally and in writing.
• Ability to build relationships with residents, visitors, and contractors.
• Possess a resolution-focused and creative approach to problem-solving.
• Able to work autonomously and as part of a team.
• Professional, precise, with a sharp eye for detail, courteous, and dedicated.
• Team player with a 'Can-Do' attitude.
• Passion for delivering outstanding service, being attentive and proactive.
• Ability to work under pressure and meet deadlines.
• Effective prioritization and time management skills.
• Demonstrable ability to deal with problems and challenges effectively.
• Reliable with good timekeeping.
• Excellent IT skills, social media awareness, and up-to-date with new technology.
• Efficient in maintaining administration and record-keeping electronically.
• Good knowledge of Health & Safety and Fire Safety regulations.

Skills

• Customer Service
• Communication (Oral and Written)
• Relationship Building
• Problem-Solving
• Teamwork
• Attention to Detail
• Time Management
• IT Proficiency
• Health & Safety Regulations
• Fire Safety Regulations

Location

• On-site

Work Type

• Full-time
• Night Shift

Experience Level

• Previous concierge or front-of-house experience required

Salary/Compensations

• £30,000 per annum

Benefits

• Access to Benefits Booklet for more information