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Guest Service Representative

2 months ago

London, Greater London, United Kingdom Residential Full time

Job Summary:

We are seeking a highly skilled and customer-focused Guest Service Representative to join our Residential team. As a key member of our team, you will be responsible for providing exceptional service to our residents, ensuring a warm and welcoming experience in our buildings.

Key Responsibilities:

  • Ensure that the reception desk is manned at all times, allowing for reasonable and managed absences to complete concierge duties as required.
  • Establish, demonstrate and maintain an exemplary level of building and local knowledge to assist applicants and residents with their enquiries.
  • Meet and greet all visitors to the building in a professional and courteous manner and assist third party/management with their showing round prospective residents.
  • Answer telephone and respond to enquiries in a prompt, polite and informed manner. Log calls and record any messages.
  • Daily walk round inspection of all buildings and grounds. Report any building defects or security issues.
  • Maintain a concierge log for excellent and consistent communication.
  • Receive, log and keep safe, mail and parcel deliveries for residents.
  • Ensure that the CCTV is monitored and that any security risks are identified and minimized.
  • Complete training and act as part of the Fire team, and under the direction of the Building Manager.
  • Admit and log visitors to the buildings ensuring that all the correct permits are in place.
  • Provide a fully responsive concierge service for residents.
  • Assist with annual safety inspections.
  • Issue and monitor keys, cards, and access fobs in line with Standard Operation Procedures.
  • Weekly Fire Alarm, Lift Line and other H&S testing.
  • Report any defects and health and safety issues to the Building Manager.
  • Liaising with the managing agent. The agents will ask the concierge team to perform ad-hoc duties, e.g. smoke Alarm tests, meter readings etc.
  • Absorb and implement procedures directed by the Building Manager to ensure that

Requirements:

  • Exceptional levels of customer service and interpersonal skills.
  • Previous experience in a similar customer-facing or hospitality role.
  • Secondary education.
  • Desirable skills include work experience as a Building Concierge, Receptionist or similar role, interpersonal skills, problem-solving skills, ability to work under pressure, organizational skills, excellent attention to detail, customer service attitude, excellent communication and organizational skills, and pro-activeness.