Duty Manager

4 days ago

London, Greater London, United Kingdom Search Full time £37,000
Job Title: Night Duty Manager

Job Summary:

We are seeking a highly motivated and experienced Night Duty Manager to oversee concierge services across multiple locations in the London area. This is an exciting opportunity to play a pivotal role in ensuring the smooth operation of these services, providing outstanding resident satisfaction, and maintaining high standards across all properties.

Key Responsibilities:
  • Team Management:
    • Oversee a team of 37 concierges across 6 buildings.
    • Lead, supervise, and support night concierge teams across various sites.
    • Collaborate closely with the Portfolio Operations Manager, building management, and other team members to ensure the highest standards of service and professionalism.
    • Conduct regular team meetings, training sessions, and toolbox talks to keep the team motivated and informed.
    • Ensure consistency in the delivery of services across all sites.
  • Operational Support:
    • Provide coverage for breaks, absences, and late arrivals of day shift staff to ensure seamless service.
    • Step in to provide direct concierge services when necessary, promptly addressing resident needs.
    • Coordinate and oversee concierge services to ensure smooth and efficient operations across multiple sites.
  • Resident Services:
    • Act as the main point of contact for residents, managing feedback and resolving issues in a timely and efficient manner.
    • Ensure a high level of resident satisfaction through excellent communication and service.
  • Concierge Area Management:
    • Maintain the cleanliness and professionalism of concierge desks and lobby areas.
    • Conduct regular inspections to ensure safety and security standards are upheld.
    • Liaise with building management to address any issues promptly.
  • Security Oversight:
    • Manage security protocols including access control and CCTV monitoring.
    • Respond to and manage any security incidents or emergencies that arise during the night.
  • Administrative Duties:
    • Maintain accurate records of resident interactions and building issues.
    • Prepare and distribute regular reports for the management team.
    • Assist with tasks such as mail distribution, parcel management, and key audits.
  • Personal Responsibilities:
    • Build strong relationships with residents, the concierge team, and building management.
    • Lead by example with a positive attitude, striving for service excellence and best-in-class performance.
    • Ensure team members maintain a professional appearance and uphold uniform standards.
    • Support the Portfolio Operations Manager by attending service reviews, investigations, and disciplinary meetings.
    • Take on additional tasks as requested by management.
    Requirements:
    • Proven experience in a concierge or front-of-house role, ideally within a residential setting.
    • Experience managing services across multiple sites is highly desirable.
    • Strong organizational, time-management, and communication skills.
    • Proficiency in Microsoft Office Suite and property management software.
    • Ability to remain calm under pressure and maintain professionalism at all times.
    • A team player with excellent customer service skills and attention to detail.
    Preferred Skills:
    • CCTV license
    • IOSH Managing Safely Certificate
    • Valid First Aid at Work Certificate
    • Fire Warden Certification
    • Knowledge of Locale software
    Compensation Package:

Up to £ depending on level of experience

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