Head Concierge

2 months ago

London, United Kingdom Savills Management Resources Full time

**Purpose of the Role**

The overall purpose of this job is to be responsible for maintaining the quality standards of the development, quickly and efficiently resolving all issues and providing an exceptional customer service to all residents of this prestigious development.

**Key Responsibilities**
- Greet lessees, residents and visitors warmly and make them feel welcome and attended
- Be a first point of contact for residents and lessees, either via telephone or in person at the Concierge Desk regarding maintenance issues, complaints, emergencies and additional requests.
- Provide a visible presence of on-site management at times of peak resident movement, i.e. mornings and evenings.
- Provide first line supervision for contractors entering the building, including adherence to site rules, safety, booking in & out and quality of work.
- Assist with the parcel handling service - managing parcel deliveries on behalf of residents, advising them of deliveries via message cards and handing over goods to the residents.
- Assist with the resident key handling services and apartment access permission/disclaimer forms including logging, receiving and handing out keys to authorised persons.
- Handling any problems / complaints from residents effectively and efficiently or referring them to the Building Manager or Estate Manager as appropriate.
- To create, update, operate and be fully conversant with local suppliers and be a literal library of information for the residents on demand
- Meet and greet all new residents (lessees and sub-tenants), welcoming them and familiarising them with the ‘house rules’ and reasonable expectations of EEML, and the on-site staff.
- Assist with the organization of on-site resident events.
- Ensure that concierge spaces and lobby areas are clean and tidy at all times
- Manage key and parcel audits
- Maintain high standards throughout the building and including leisure facilities, car parks and open spaces.
- Responsible for the operation and monitoring of the CCTV system, including the changing and storage of CD’s and retrieval of images as requested following any ‘incident’

**Building Management**
- Assist with system testing around the development (including services such as fire door checks, emergency lighting and fire alarms/smoke vents, lift alarm testing).
- Report any faults and/or items to be repaired to the Building or Estate Manager.
- Assist with contractor signing-in/out/procedures and ensure they are working safely/ complying with Health & Safety regulations on site.
- Complete site walk arounds to look for issues on the estate, as required.
- To provide security to the building and apartments by ensuring the building’s entrance procedures are adhered, monitoring CCTV, issuing and monitoring of visitors badges and carrying out regular patrols.
- To check IDs/ work permits of contractors.
- Assist with Parking management and safeguard
- To enforce discipline on contractors and other visitors if required in a firm but polite manner
- To obtain relevant daily building and visitor information from concierge and management at the beginning of each shift; to be familiar and enforce with moving in/delivery procedures.
- To assist with refuse movement and waste collection for a streamline process
- Control the gym induction process
- Manage the moving in and out process.

**Minor Repairs**
- Oversee and assist with minor maintenance tasks such as adjusting doors/hinges, door closers and handles.
- Facilitate the touching-up of paintwork within communal areas.
- Raise work orders where directed by the Estate Manager (if applicable)

**Team Management**
- Responsible for supporting, overseeing and managing the workload of Concierge, Maintenance, Cleaners and any other on site staff
- Produce work rotas including sickness and holiday cover ensuring maximum efficiency is achieved.
- To assist in maintaining and developing training needs for you and your team.
- To work as a leader with fellow Concierge, Building Manager and other members of staff and subcontractors to maintain the high standards required for a high class residential development, ensuring a 5 star service to the building and its client.
- To attend training sessions or meetings as required
- To perform any other duties as reasonably directed for the good management of the Estate
- **Skills, Knowledge and Experience**

**Qualifications**
- A good standard of education is essential.
- Other related Health & Safety qualifications such as IOSH or be prepared to work towards it within the first year of employment.

**Experience**
- Good working knowledge of a concierge environment
- Experience of working in a prestigious residential development, hotel or commercial building.
- Be IT literate especially in Microsoft Word, Excel

**Behaviours**
- Accountability: take personal responsibility for seeing things through to successful resolution.
- Don’t sit back and assume others will solve it.
- Thorough: attent

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