Night Concierge

7 months ago

Wembley, United Kingdom VervLife Full time

**Working Hours: 8pm - 8am, 4 on 4 off.**

**About the role**

You will be responsible for ensuring a high standard of customer service with a focus on community and resident wellbeing. You will be responsible for providing administrative support to maximise customer satisfaction and occupancy for the building. Along with the other team members, you will be the first point of contact on the main reception desk, dealing with all front-line queries both in person, over the telephone and via digital communication channels.

**Key Responsibilities and Activities**

**_Community care, Engagement and Satisfaction_**
- Assist with building induction for new members including location and use of bin stores, parcel lockers and other shared amenity spaces.
- Assist customers with any questions about their apartment and development. To provide general information and advice to customers about the locality, tourist information and amenities.
- Respond to all customer queries and provide a high-level customer service to members.
- Address and seek resolution for any complaints raised by customers as per procure notes and update Management on outcome or if any further action is required (i.e., noise disturbance).
- Maintain and uphold a high standard for community check appeal by conducting routine inspections of all community amenities and common areas, and working with the housekeeping team or other teams to ensure that all areas are well-maintained.
- Executes and assists with activities to in relation to any community activities and events.

**_Sales and Administration_**
- Executes and assists with activities to support the community’s leasing team and lease renewal program, including prospect management, enquiry handling and on occasions carrying out apartment tours.
- Follow up on sales enquiries and booking requests with applicants.
- Have a full understanding of all the products and services offered by Ark Living as well aa those offered by competitors. Be able to relate all product offerings to prospective members with associated costs.
- Gathering client data to fulfil booking requirements and communicate to relevant teams.

**_Financial Management Support_**
- Analysing reports and bookings to advise on and communicate price increases.
- Use of the computerised internal booking and finance package to assist in managing financial information.
- Assist the management team in chasing as outstanding debt on member accounts and assist in taking remedial actions.

**_Health & Safety_**
- Follow policies and procedures dictated by current H&S legislation under the guidance of VervLife.
- To be fully conversant with the company’s fire and emergency procedures including personal emergency evacuation plan for disabled residents (where appropriate).
- Liaise with management to coordinate contractor attendance on site to undertake minor repair works/maintenance, as necessary.
- Log any urgent H&S issues with the relevant contractor and follow through to completion. Keeping members updated on progress.
- Undertake regular checks of the communal areas, plant rooms and bins stores. Dealing with any urgent issues then and there whilst providing feedback to the management team.

**_Short Term Lets_**
- Play a key role during the quest move in and move out process for short-term lets to provide a smooth transition whilst ensuring all administrative, operational and financial aspects are completed to a high standard.
- Be responsible for issuing and retrieving keys and swipe cards to guests during the move in/move out process.
- Assisting the team by helping to maintain high levels of site cleanliness and presentation through the periods of short term let, including internal and external areas of the building, to the standard required by the company.
- Assist with regular room/building maintenance checks to include resident move in/move out process.
- Assisting with the preparation of resident accommodation at the end of each short-term license agreement ready for new arrivals.

**Education, Qualifications & Experience**
- Minimum: Educated to NVQ level 3 and/or GCSE level 9 - 5 standard or equivalent. Ideally with ‘A’ level(s) or equivalent
- Previous administration/front of house experience in block property management, student accommodation or the hotel industry.

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