Concierge Operations Supervisor

4 weeks ago

West Hampstead, United Kingdom Ballymore Group Full time
Concierge Operations Supervisor

Position Overview:
The Concierge Operations Supervisor will oversee the management of the concierge services, ensuring a high standard of security and resident interaction. This role is essential for maintaining effective communication and operational efficiency within the estate.

Key Responsibilities:
  • Lead the concierge team in delivering exceptional service to residents, ensuring all operations run smoothly and efficiently.
  • Utilize various software systems to facilitate communication with residents and stakeholders, ensuring all interactions are logged and addressed promptly.
  • Maintain regular updates with the Property Manager and provide comprehensive reports on daily operations and incidents.
  • Conduct regular estate patrols and utilize reporting tools to document and address any service delivery issues.
  • Ensure all team members are adequately trained in concierge operations and security protocols.
  • Respond to resident inquiries and concerns, acting as the primary point of contact for security and concierge services.
  • Manage the issuance of access fobs and oversee the audit of keys and fobs at the end of each shift.
  • Coordinate with the facilities manager to conduct fire drills and ensure compliance with safety regulations.
  • Assist in the logistics of resident move-ins and move-outs, ensuring a seamless transition.
  • Oversee parcel management, ensuring all deliveries and collections are tracked and documented.
  • Conduct regular inventory checks of supplies necessary for concierge operations.
  • Ensure the health club and communal areas are maintained to a high standard of cleanliness and safety.

Team Management:
Responsible for the daily management of the concierge team, ensuring adherence to operational standards and procedures. Provide training and support to new staff, ensuring they are well-equipped to perform their roles effectively.

Customer Relations:
Foster a supportive environment for residents, addressing complaints and concerns in a timely manner. Ensure that all feedback is documented and acted upon according to company policies.

Health and Safety:
Ensure compliance with health and safety regulations, maintaining accurate records of incidents and training. Regularly review and update risk assessments and standard operating procedures.

Administration:
Maintain secure records in compliance with data protection regulations. Collaborate with the management team to ensure efficient administration of site activities and attend meetings as required.

Qualifications:
Strong communication skills, proficiency in IT systems, relevant management experience, and the ability to lead a team effectively. A commitment to providing excellent service and maintaining high operational standards is essential.

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