Day Residential Concierge 38.5 hrs - Elephant Park (The Water Gardens)

Purpose of the Role

The main purpose of this role is to maintain a professional presence at the front desk and provide a welcoming, courteous, and polite reception to all residents and visitors, ensuring the high standards of the residential development are maintained at all times.

Key Responsibilities

• Establish and maintain professional working relationships with all staff, residents, and contractors of the property, acting as the first point of contact for the building.
• Greet all visitors reporting to the concierge desk and maintain an accurate log of all visitor records, following site instructions.
• Ensure the highest standards of presentation are maintained at the property. Keep the concierge area clean, tidy, and meeting both resident expectations and company standards.
• Maintain a consistent physical presence at the reception/concierge desk; the desk must never be left unmanned.
• Conduct daily site walk rounds as instructed, reporting all faults, maintenance, and required repairs to the building management team and relevant contacts, as per site instructions. Complete physical or electronic reports and pass them to building management during handover, in the log, or via the appropriate system.
• Monitor all access points within direct view and utilize available systems (e.g., CCTV in view-only mode if not SIA Licensed) for other locations. Screen all visitors to ensure they have permission to be on site, and report any suspicious or unusual behaviour, calling the police if necessary.
• Assist all employed staff, residents, and visitors at all times, including in emergencies.
• Comply at all times with the concierge processes, procedures, and work standards assigned to the property.
• Maintain an extremely high standard of personal appearance at all times, displaying a courteous, professional, and helpful demeanor. If a uniform is provided, it must be kept clean and in acceptable condition.
• Answer the telephone and on-site intercom system professionally for all resident queries, following site protocol when granting site access.
• Deal with all on-site queries efficiently and professionally. Direct queries to third parties for action where appropriate, ensuring the person who raised the query is informed of the action taken, the expected outcome, and the timeframe involved.
• Monitor the presence and activities of workmen/contractors around the building to ensure minimum disturbance to residents, adhering to agreed procedures.
• Investigate development faults and issues, ranging from leaks to fire alarms or bike theft. These reports must be documented in the handover log or appropriate system.
• Carefully complete all log reports required by the building and Savills management.
• Due to the varied nature of the work, staff are expected to work flexibly when undertaking tasks not specifically listed in the Job Description.
• Comply with and ensure that the landlord's obligations for health and safety and fire precautions are always met. Employees must not undertake tasks posing a health or safety risk unless suitably trained.
• Participate in company training schemes and ensure continuous, relevant professional development.
• Carry out duties in accordance with instructions from the FOH & Concierge Services Line Manager, Building Manager/Supervisor/RFM.
• Handle and manage deliveries and returns according to development systems and protocol.
• Manage residents' keys, ensuring daily sign-in and sign-out procedures are followed in line with development systems and protocol. Manage on-site booking requirements for key access areas within the development.
• Maintain and keep up-to-date an accurate reception/concierge operations manual covering site/tenant-specific and department processes and procedures.
• Carry out any other reasonable duties as Savills management may deem necessary from time to time.

Requirements

• Demonstrable experience in front-of-house concierge roles and delivering exceptional customer service.
• Confident and articulate communicator (oral and written); able to build relationships with all residents, visitors, contractors, and clients with a resolution-focused and creative approach.
• Ability to work autonomously and as part of a wider team.
• Professional, precise, detail-oriented, courteous, and dedicated.
• A proactive team player with a "Can-Do" attitude.
• Passion for delivering outstanding service, coupled with attentiveness and proactivity.
• Ability to manage time effectively and work under pressure or meeting deadlines.
• Demonstrable ability to deal with problems and challenges effectively.
• Reliable and punctual.
• Excellent IT skills, social-media awareness, and up-to-date with new technology.
• Efficient in maintaining electronic administration and record-keeping.
• Good knowledge of Health & Safety and Fire Safety regulations.

Job Details

Salary: £30,240 per annum

Hours: 06:30 - 18:30, 4 days on / 4 days off, 38.5 hours a week