Front of House Liaison

6 days ago

London, Greater London, United Kingdom Elysian Residences Full time

Job Title: Day Concierge

Location: The Oren, Hampstead Heath

Salary: £29,000 pa with perks.

Job type: Full Time, Permanent role.

Elysian Residences is a UK-based luxury retirement community developer and operator.

At Elysian, we offer a premium service and care provision that sets a new standard in the industry.

The Role:

The primary purpose of this position is to serve as the first point of contact for our residents, fostering a sense of community and providing exceptional customer service.

You will be responsible for:

  • Welcoming Residents: Greet stakeholders, residents, and visitors warmly, making them feel welcome and attended to.
  • Resident Orientation: Conduct welcome meetings to ensure residents are familiar with the development, its operations, and available amenities.
  • Assisting Residents: Provide support to residents, guests, and stakeholders via phone, site portal, or in-person at the resident hub regarding maintenance issues, complaints, emergencies, and additional requests.
  • Community Engagement: Promote community events and initiatives, and assist with booking theater tickets and other resident requests.
  • Key Handling: Assist with resident key handling services, including logging, receiving, and distributing keys to authorized personnel.
  • Supplier Management: Maintain a library of local suppliers and provide information to residents on demand.
  • Appliance Familiarity: Be knowledgeable about standard domestic appliances provided in apartments.
  • Hub Maintenance: Ensure the resident hub is clean and tidy at all times.
  • Documentation: Maintain accurate records of resident interactions to ensure seamless customer service.

Building Maintenance and Management:

  • System Testing: Assist with testing services such as emergency lighting and fire alarms/smoke vents.
  • Reporting Faults: Report any issues or items to be repaired to the management team via Clixifix.
  • Meter Readings: Assist with obtaining and recording meter readings when required.
  • Contractor Management: Assist with contractor signing-in/out procedures, ensuring they work safely and comply with Health & Safety regulations.
  • Site Walk-Throughs: Conduct regular site inspections to identify issues and ensure compliance.
  • Discipline and Enforcement: Enforce discipline on contractors and visitors as needed, in a firm but polite manner.
  • Daily Records: Complete daily site records for occurrences and compliance requirements.
  • Reactive Works: Handle reported maintenance issues in a timely and effective manner, communicating with affected parties throughout the process.
  • Permit to Work: Manage the Permit to Work process.
  • Health & Safety: Ensure adherence to health & safety legislation, policies, and recommendations at all times.
  • KPI Achievement: Monitor and achieve Key Performance Indicator targets, such as average time for completion of reactive works.
  • Online Portal: Maintain the online portal with relevant and accurate information.
  • Data Management: Ensure the database is up-to-date at all times, managing hard and soft copy data, including emails, and filing appropriately in Qube.

Team Management:

  • Collaboration: Work as a team with colleagues and 3rd-party contractors to maintain high standards and provide a 5-star service to the building and its clients.
  • Training and Development: Attend training sessions or meetings as required.
  • Additional Duties: Perform any other duties as reasonably directed for the good management of The Oren.

Benefits:

  • Pension Scheme: Contributory pension scheme.
  • Healthcare: Healthcare cash plan.
  • Death in Service: Death in-service two-time salary.
  • Meals: Meals on duty.
  • Discounts: Access to 100's of discounted daily purchases via Bright Exchange.
  • Employee Assistance: Employee Assistance Package - EAP.

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