Head Concierge

2 weeks ago

London, United Kingdom Urang Staffing Full time

A luxury apartment building, on the historic Albert Embankment on the south bank of the Thames, comprises 40 premium apartments where a luxury living environment, security and privacy are the essence. A Head Concierge is required to join their team.

**Scope of the Role**

The Concierges at the front-of-house Reception desk are the first and main point of contact for residents and visitors and represents the Management.

They are tasked with answering queries, providing assistance to residents, and making visitors welcome, whilst maintaining a strict focus on security and ensuring that the standards of high-quality service are maintained.

Smart-appearance, good-manners and the diligent performance of duties must at all times reflect and uphold the culture and image as a luxurious and secure environment, providing peace of mind for its residents.

You will be required to work on a rotational shift pattern: 4 days on / 4 days off from 07:00 am to 19:00 pm.

**Aims of the Role**
- Present a professional, well-groomed, and well-mannered point-of-contact.
- Offer a high level of customer service to residents and visitors.
- Ensure the smooth day-to-day running of the development.
- Maintain security throughout the interior and exterior of the premises.
- Undertake all duties in a timely manner with reliability, honesty and discretion.
- Lead by example demonstrating the high work-ethos expected of the Concierge function.
- Monitor, supervise and manage Concierge staff and temporary staff.
- Point of Contact for Management when the Front-of-House Manager is off-duty.

**Key Responsibilities**
- Man the front-of-house Reception desk.
- Be the main point of contact for residents, guests and trades-persons.
- Ensure the security of residents and the development as a whole.
- Undertake security and health & safety patrols - internal and external.
- Monitor access-control, CCTV and security systems.
- Operate a secure Key and Key-FOB management.
- Implement and monitor Health & Safety and Fire Regulations.
- Receive, record and store deliveries, mail and parcels.
- Provide bin-room waste and recycling management.
- Complete ‘Incident Reports’, enabling fast evaluation and remedial action.
- Report and action repair of defective/non-functioning equipment.
- Attend professional development training courses, as required.
- Work collaboratively with the Front-of-House Manager.
- Manage on-site personnel by identifying the team and individual’s needs and gaps, proposing relevant training, arranging performance appraisals, keeping record of internal and external correspondence
- Assist HR team in difficult conversations and be involved in Employee Relations cases for staff
- Inform HR team on needed temp covers for the building
- Inform HR on short and long-term sick leaves and any accidents at the building

**Further Role Content**
- Accept responsibility for your own actions and decisions and demonstrate commitment to accomplish your duties in an ethical, efficient and cost-effective manner.
- Maintain the workspace at the Concierge Reception uncluttered and organized. If the area is to be left unattended then all items must be locked away.
- Undertake patrols during each shift of the inside and outside of the development including car-parks to review security, health & safety and cleanliness/tidiness. Issues to be logged in the relevant register.
- Control the process of ready-meal deliveries by obtaining approval of residents before authorizing lift access. Safety-helmets must be left in Reception, until departure from the premises.
- Provide Concierge taking over the next shift, whether permanent or temporary staff, with information of events which occurred during the shift which are relevant and may impact and affect their shift.
- Ensure that temporary staff have a clear understanding of their Key Duties, especially security related ones, such as access to lifts/apartments, and have the List of Emergency Numbers.
- Discuss with the Front-of-House Manager any staff, site-contractor, resident, tenant/owner issues which may affect the smooth-running of the development without delay.
- Challenge courteously and respectfully any tenant/owner/visitor/contractor, having obtained the support of the Managing Agent or Director, if time allows, where their actions/behavior falls below an acceptable standard and could impact the safety, security, or quiet enjoyment of their apartment by residents. The Police may be called if the situation dictates.
- Facilitate and monitor moving-in/out of apartments by tenants/residents and ensure that lifts and surrounding wall and floor areas are adequately protected from damage by the removal contractors.
- Report/request personal scheduled/unscheduled sickness/holiday absences to the HR Team in a timely manner and assist in arranging appropriate personnel cover.
- Discuss with the Front-of-House Manager any changes/ideas which will improve the effective and smoot-running of the devel

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