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About the Role
We are seeking an exceptional Head Concierge for a prestigious new luxury residential development in London. Reporting to the Property Manager, you will be the senior member of the onsite team, responsible for managing the Concierge Team and delivering the highest levels of customer service to residents and guests, creating memorable experiences.
Responsibilities
- Act as line manager for the Concierge Team Members, providing continuous training and support.
- Ensure Concierge Team Members understand and adhere to the SOP manual, and that the manual is regularly reviewed and updated.
- Lead on Health & Safety compliance, ensuring team members are conversant with health & safety, fire, and emergency procedures.
- Ensure residents and visitors are greeted promptly, courteously, and in a warm and friendly manner.
- Maintain immaculate reception and common areas at all times, including the main entrance.
- Ensure Concierge staff are impeccably presented according to company grooming standards.
- Maintain the privacy and confidentiality of residents, guests, and visitors.
- Brief Concierge Team Members on daily activities, resident movements, viewings, and contractors.
- Collaborate with the Property Manager and other stakeholders.
- Supervise contractors and service partners, ensuring adherence to House Rules.
- Ensure resident amenities operate smoothly and efficiently, implementing high-quality service routines.
- Conduct systematic checks of reception and common areas for maintenance, repairs, or refurbishing, and action them promptly.
- Keep the client updated on project progress and building issues.
- Oversee on-site operations, readily available to manage and resolve issues or complaints.
- Ensure timely delivery and collection of luggage, groceries, packages, parcels, and newspapers.
- Handle enquiries, messages, theatre bookings, and errands promptly, courteously, and efficiently.
- Handle incoming and outgoing telephone calls promptly and courteously, following company standards.
- Deliver the highest standards of security for the development and report any security concerns or breaches.
- Ensure accurate and timely submission of all reports and administrative work.
Requirements
- Previous experience within a 5-star hotel or super-prime residential setting.
- Good organizational skills, excellent communication skills, and customer service skills.
- Good understanding of Health and Safety.
- Experience managing a team.
- Previous experience and understanding of building technical systems, including life safety.
- Service-driven with an understanding of going the extra mile.
- Experience dealing with high-net-worth clients.
- Good knowledge of the central London area and surrounding local area.
- High standard of written and spoken English.
- Assertive, shows initiative, and has a keen eye for detail.
- Efficient in multi-tasking in high-pressure environments.
- Ability to communicate high-end quality service and deliver bespoke service.
- Ability to build and develop positive working relationships.
- An interest in UHNW resident lifestyles.
- Enthusiastic and motivated to help internal and external partners.
- Uphold impeccable standards of presentation and personal conduct.
- Eligible to work in the UK.
Skills
- Customer service
- Health and Safety
- Team management
- Building technical systems
- Communication
- Organizational skills
- Multi-tasking
- Written English
- Spoken English
Location
- London
Work Type
- Full-time
Experience Level
- Management experience
- Previous experience within 5-star Hotel or super-prime residential
About the Company
- Rhodium focuses on the new build super prime residential market in London.
- Rhodium has a unique business model not based on scale, providing continuity and focus for each managed scheme.
- Part owned by the Monaco Royal Family, Rhodium has a unique understanding of ultra-high net worth individuals.
- Rhodium has a contracted portfolio of £12bn across forty schemes.
- Rhodium is involved with prestigious London developments and clients.
- Discretion, integrity, and transparency are core values.
- Rhodium aims to perform at the highest level.