Resident Host

PMR are seeking 2 x Resident Hosts for a well-established provider of Build to Rent homes in Stratford, East London!

Role overview:

As Resident Host/Concierge you will have a natural flair to deliver resident satisfaction by providing efficient and welcoming assistance with all requests ensuring a smooth and seamless operation combined with brilliant service every time. A confident communicator, you will be the host and centre of the neighbourhood community engaging daily with our residents, connecting people, and creating unique and memorable experience for our residents by making a real and personal impact.


Salary on offer is £26,000 for both roles, working hours and shift patterns below:

Role 1: 4 days on 4 days off, 4 nights on 4 nights off rotating. 12 hour shifts
Role 2: 5 days out of 7, 8 hours per day with 1 hour lunch break, shifts are between 7am and 11pm (rota issued monthly)

Key Responsibilities & Accountabilities:

* Coordinate daily shift handovers, and communications all relevant issues.
* To be aware of amenity space activity throughout the premises.
* Assist residents with all queries about premises facilities as well as upcoming events by keeping up to date on the community and local area.
* Provide recommendations to residents about the local area and attractions by getting to know the neighbourhood amenities.
* Ensure clear communication between Concierge and Neighbourhood teams to ensure a smooth running of premises operations.
* Welcome all residents and visitors with a warm and friendly approach on first name terms.
* Challenge with confidence any unknown visitors in a personable manner.
* Maintain and update amenity reservations e.g., VIP events / arrangements / special requests.
* Deliver outstanding resident satisfaction for facilities, promoting retail outlets and events at every opportunity.
* Stay current with residents and local activity reviewing and maintaining Neighbourhood events diary.
* Communicate effectively with residents, visitors, colleagues, couriers, and contractors.
* Oversee parcel / postal delivery services ensuring that all rental boxes provided are used correctly and ensuring that residents are notified of any deliveries awaiting collection.
* Support resident move-in / move-outs as instructed by Relationship Management team.
* Track all maintenance requests for the building and liaise and respond accurately to all resident questions that may arise.
* Manage amenity space reservations in a timely manner and according to our residents' needs and expectations and monitor cleanliness, hygiene and standards paying great attention to every detail
* Undertake regular compliance inspections of the building to ensure all Fire, Life & Safety systems are fully always adhered to and ensuring any issues are dealt with immediately.
* Be aware of all premises operations and uphold general oversight of safety and compliance measures.
* To fulfil any additional / ad hoc duties as required to meet the needs of the business.
* Support the Neighbourhood teams with the preparation of amenities for resident events.
* Support the Leasing team with any specific considerations for residents (pre-let) to ensure all works are executed on time (pre move-in).
* Work closely with the Neighbourhood teams to deliver quality service.
* Attend all regular meetings.
* Review and analyse the service levels provided on a weekly/monthly basis, identify and implement any opportunities to improve.
* Ensure all resident payments are processed correctly at point of sale.
* Identify/analyse ways to optimise financial performance to reduce Cost Per Unit (CPU).


People:

* Build and develop effective working relationships with the neighbourhood team.
* Attend any daily team briefs and communicate clear and consistent focus on operational objectives/goals.


Health & Safety:

* Ensure all legal, statutory and servicing compliance is carried out and that such requirements are met and maintain accurate and up-to-date records using data management system.
* Ensure all licensing objectives and control measures are delivered.
* Assist with any Crisis Management and Office evacuation measures including planning and annual training.
* Ensure all records are maintained and available for compliance audit purposes at all times.


Qualifications & Experience:

* Previous customer service experience within residential and/or service sectors would be ideal.
* Sharp computer skills, including Microsoft Office applications and systems knowledge e.g., Yardi/RentCafe/Hubspot/Excel.
* Fluent in English and another language e.g., Mandarin (Desirable).


Key Skills & Competencies:

* Self-motivated / driven / boundless levels of energy
* High-level of standards with attention to detail
* Enthusiastic approach to join our new opening team to create unparalleled service
* Ability to engage confidently with residents
* Must be pro-active and able to use initiative
* Excellent communication skills displaying sensitivities to and understanding resident needs
* Demonstrate flexibility, adaptability and cooperation with residents and colleagues alike
* Ability to work under pressure whilst remaining calm