Day Residential Concierge 38.5 hrs - Elephant Park (The Wilderly)

Purpose of the Role

The main purpose of this role is to maintain a professional presence at the front reception desk, providing assistance to all personnel who visit and utilize the building, ranging from daily visitors to permanent tenants. The role requires sustaining a professional outlook to deliver exceptional service and create a lasting positive impression for everyone.

Key Responsibilities

• Ensure the highest standards of presentation are maintained at the property (or properties) at all times. The Reception/Concierge area must be kept clean, tidy, welcoming, and meet five-star audit standards.
• Maintain a very high standard of personal appearance at all times, displaying a courteous, professional, and helpful demeanor. If a uniform is provided, it must be kept in acceptable and clean condition.
• Carry out duties according to instructions from the Front of House & Concierge Services Line Manager, Building Manager/Supervisor/RFM.
• Comply at all times with the concierge processes, procedures, and standards of work assigned to the property (or properties).
• Establish a professional working relationship with all staff, tenants, and contractors, serving as the first point of contact for the building.
• Meet and greet all visitors reporting to the reception/concierge desk and maintain an accurate log of all visitors.
• Manage on-site booking requirements for key access areas within and around the development.
• Handle and administer residents' keys, ensuring they are signed in and out daily according to development systems and protocol.
• Answer the telephone and on-site intercom system professionally for all tenant queries.
• Maintain and keep accurate up-to-date operational manuals for reception/concierge processes and procedures, covering both site-specific and departmental needs.
• Maintain a physical presence at the reception/concierge desk; the desk must not be left unmanned at any time.
• Deal with all on-site queries efficiently and professionally. Direct queries to third parties for action as appropriate, ensuring the person raising the query is informed of the action taken, the expected outcome, and the timeframe involved.
• Handle and administer all parcels and packages delivered daily, managing resident deliveries and returns via development systems and protocol.
• Carefully complete all log reports required by the employer or the building manager.
• Conduct daily site walk rounds, reporting all faults, maintenance, and repairs to the development manager and the relevant contractor, logging reports via the handover log or appropriate system.
• Investigate faults and issues arising within the development (e.g., leaks, fire alarms, bike theft). These issues must be documented in the handover log or appropriate system.
• The employee must not undertake any task that may pose a risk to their health and safety unless suitably trained.
• Assist other employed staff, residents, and visitors in the event of an emergency.
• Comply with and ensure that the landlord's obligations for health and safety and fire precautions are always met.
• Ensure that contractors arriving on site fully adhere to contractor management and site Health & Safety requirements as dictated by company and site procedures.
• Note: The nature of work at SMR is unpredictable and varied. All staff are expected to work flexibly when tasks arise that are not specifically covered in this Job Description.

Skills, Knowledge and Experience

• Demonstrable experience in front-of-house concierge roles, including delivering exceptional customer service.
• Confident and articulate communicator, both orally and in writing; capable of building relationships with all types of customers and clients with a resolution-focused and creative mentality.
• Able to work effectively with autonomy and as part of a wider team.
• Efficient in maintaining electronic administration and record keeping.
• Demonstrable ability to deal with problems and challenges effectively.
• Good knowledge of Health and Safety regulations.
• Ability to work under pressure and meet deadlines, demonstrating effective time management and prioritisation.
• Excellent IT skills, social media awareness, and staying updated with new technology.

Details

Salary: £31,000.00 per annum

Hours: 4 on/4 off rotation, averaging 38.5 hours per week. Shifts are 12 hours (either 7 am - 7 pm or 8 am - 8 pm) with a 1-hour unpaid lunch break.