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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, upholding the high standards of the residential development at all times.
Responsibilities
- Establish professional working relationships with staff, residents, and contractors, serving as the primary point of contact for the building.
- Greet visitors, maintain an accurate log of visitor records, and follow site instructions.
- Ensure the highest 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 all access points, utilize CCTV (view only mode if not SIA Licensed) for remote locations, 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 at all times, 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 an acceptable and clean condition.
- Answer telephone and on-site intercom system queries professionally and follow site protocol for providing access.
- Deal with on-site queries efficiently and professionally, directing them to third parties when appropriate and informing the querent of the action, expected 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 the landlord's health and safety and fire precaution obligations are met.
- Do not undertake tasks that pose a risk to health and safety unless suitably trained.
- Participate in company training schemes and ensure 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.
- Carry out any other reasonable duties as management may consider necessary.
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, contractors, and clients.
- 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.
- Skilled in prioritizing and managing time effectively.
- 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
Work Type
- Full-time
Salary/Compensations
- £31,547