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Concierge (day)

Purpose of the role:

The role of the Concierge Host is to provide the highest level of personalised customer care and service to all residents, internal employees / clients and directors in line with the agreed service standards and procedures.

Main duties and responsibilities

In whatever part of the business we work, we aim to make the client’s first impression a positive and lasting one, delivering outstanding service and memorable client care

  • To provide a warm, courteous and prompt welcome on arrival for all residents and visitors to the building.
  • Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the residents on a daily basis.
  • To Anticipate residents' service needs, including asking questions of residents to better understand their needs and watching/listening to resident preferences and acting on them whenever possible.
  • Looking after all the resident needs whether it’s arranging their laundry service, chauffeur car service, private jet, theatre tickets etc.
  • Personalised bespoke service is maintained for every individual resident knowing their preferences and specific needs.
  • Attention to detail on all aspects of the job, whether it’s resident service or maintaining and managing the building to the required immaculate level.
  • To ensure that accurate log is maintained for any visitors, deliveries and are announced and escorted to the apartments as per the set standards.
  • Actively listen and respond positively to resident’s questions, concerns, and requests using brand or client specific process to resolve issues, delight, and build trust.
  • Thank residents with genuine appreciation and provide a fond farewell.
  • Engage guests in conversation regarding the area, property services, and area attractions/offerings
  • Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
  • Maintains knowledge of rooms and their locations, services and facilities of the building.
  • Be reliable, flexible, honest and a strong advocate for company and the client.

Skills and Experience

  • Minimum 2 years front of house residential property management experience
  • Excellent customer service experience
  • Excellent written and verbal communication skills
  • Minimum IOSH Health and Safety certification
  • Experience of carrying out residential Health and Safety inspections
  • Ability to work well under pressure
  • Knowledge of relevant Landlord and Tenant Act, RICS and ARMA guidelines

Working Hours: 12 hours per day 8am-8pm 4 days on, 4 days off. Rotating

Salary: £27,000 per annum

Start Date: ASAP

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