Night Concierge

PMR are seeking an experienced Night Concierge for a new Build to Rent Development in Woking. The Night Concierge is a pivotal member of the front of house team, ensuring that Residents receive an excellent service.

**Key Responsibilities**:

- Deliver an exceptional experience to every person, beginning with an unmatched first impression and building rapport with other team members, visitors, investor and clients, and both prospective and current residents
- Management of complaints/problems/issues arising from Residents, ensuring that all complaints are dealt with quickly and efficiently. This requires strong and efficient communication skills, maturity, an abundance of common sense and the ability to staycalm in a crisis.
- 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 service team or other teams to ensure that all areas are well-maintained
- Executes and assists with activities to support of the community's leasing team and lease renewal program.
- Executes and assists with activities to in relation to any community activities and events.
- Responds quickly and courteously to resident concerns and questions, and takes prompt action to solve problems and/or document and convey resident or other requests to the appropriate individual.
- Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area of responsibility and reporting violations or infractions to appropriateindividual.
- Follows health & safety procedures and policies in accordance with company, community, and departmental policies & procedures
- Identifies areas for improvement and offers suggestions and recommendations to optimise efficiency and productivity.
- Keeps abreast of current changes in technology, processes, and standards within the industry and area of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications,or utilising other appropriate methods to obtain business and professional information, and applies knowledge and practices to area of responsibility
- Ability to keep sensitive information highly confidential at all times
- Day to Day concierge type services as required by the Development such as handling parcels, delivering post and other reasonable requests.

**Skills, Knowledge & Experience**:

- Proven experience in residential services, leasing, guest relations, hospitality, sales, or marketing that demonstrates a customer service and experience background.
- Proficiency in executing exceptional customer service within a customer facing role.
- Excellent written and spoken English.
- IT skills including MS Word, Excel & Outlook (training will be provided for our internal database system)
- SIA licence preferred.

**Personal specification**:

- Excellent relationship building skills, both with entirely new and long-term residents.
- Efficient and organised individual with excellent communication skills and has a sensitive, professional and well-mannered nature.
- Works exceptionally well within a team dynamic and contributes to an established open culture.
- Ability to build positive and productive working relationships with colleagues.
- Ability to follow company policies and procedures
- Excellent communications skills, demonstrating the ability to liaise effectively & efficiently with people from diverse cultures, backgrounds and work levels

**Working Pattern**:

- 4 on 4 off
- 12 hour shifts, 8pm-8am