Senior Concierge

6 months ago

London, United Kingdom Ombra Real Estate Full time

We are looking for a Senior Concierge officer for a luxury residential building near Paddington station. This role will include managing a concierge desk, and liaising with residents to provide an excellent level of customer service.

**Position title: Senior Concierge Officer**

**Job Summary**

A Senior Concierge at a luxury residential building provides personalized services to residents to enhance their living experience. This role involves a high level of customer service, discretion, and the ability to anticipate residents' needs. Senior Concierge Officer will be a lead for the building and will work with other team members to ensure a high level of customer service.

**Key responsibilities include**:
**Resident Relations**:

- Serve as the first point of contact for all residents, greeting them warmly and providing assistance.
- Develop strong relationships with residents to understand their service preferences and requirements.
- Coordinate with other staff to ensure that resident needs are met promptly and efficiently.

**Service Coordination**:

- Arrange a variety of personalized services for residents including but not limited to taxi service, and dining reservations.
- Manage incoming requests through various communication channels and log all interactions in the resident service database.

**Building Services Duties**:

- Maintain a comprehensive knowledge of the building amenities, policies, and local attractions.
- Manage the concierge desk operations, including handling mail and packages, key control, and administrative tasks.
- Regular site walkarounds to ensure that the building is clean, and any issues are logged with the building management team.
- Support with cleaning where required.
- Report any damages and repairs to the building management team
- Ensuring front of house is tidy at all times
- Ensure that outside area of the building is tidy, and litter is not present

**Security and Safety**:

- Monitor security cameras and report any suspicious activities to building security.
- Ensure that all visitors are authorized and registered according to building policies.
- Be familiar with emergency procedures and act as a point of contact during emergency situations.

**Problem-Solving**:

- Address and resolve residents' concerns and complaints by providing immediate solutions or escalating issues to the appropriate channels.
- Proactively identify potential issues and collaborate with building management to develop solutions.

**Leadership**:

- Train and mentor junior concierge staff and ensure they are knowledgeable about the building and local area.
- Oversee a small team of concierge officers, and liaise with them in regards to any operational issues to ensure a good level of customer service is delivered.
- Oversee the daily operations of the concierge service, ensuring a consistent and high-quality resident experience.

**Building Management Liaison**:

- Act as a liaison between the residents and building management, communicating any maintenance issues or resident feedback.
- Enforce building policies and regulations in a polite and respectful manner.

**Skills required**
- Experience in customer service, hospitality, or a similar role.
- Excellent interpersonal and communication skills.
- Ability to multitask and prioritize duties in a fast-paced environment.
- Professional demeanor with a focus on service excellence.
- Availability to work in shifts, including nights, weekends, and holidays.
- Ability and willingness to manage a small team.
- Proactive attitude and willingness to adopt.
- Ability to maintain confidentiality and discretion with resident information.
- Building services knowledge - desirable
- First Aid & Fire marshall - desirable

**Location**
- On-site

**Shift**
- Shift work, including nights, weekends and holidays.

**Benefits**
- 20 days annual leave, pension

**Salary**: £25,000.00-£26,000.00 per year

**Benefits**:

- Company pension
- Employee mentoring programme

Schedule:

- 12 hour shift
- Day shift
- Night shift

Work Location: In person

Reference ID: Senior Concierge - Paddington

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