Senior Concierge - Croydon

Our Community Hosts are fundamental in creating a superb first and lasting impression of our community for all residents and visitors and central to creating the "building identity". As a Senior Community Host you will be responsible in ensuring the Community Team deliver this on a day to day basis.

Working pattern: 4 on 4 off, 8am - 8pm

The primary function of our Community team is to deliver a responsive and outstanding customer service to our residents. Each day will be unique, requiring an ability to prioritise, multi-task, think creatively, take initiative and ownership, and employ a diverse set of inter personal and organisational skills. Dealing with residents can be a demanding role and does require a level of maturity, the ability to empathise and a strong sense of perspective. You will bring positive energy to each conversation, resolves issues quickly and effectively, and make everyone feel welcome and appreciated. It's about first impressions, so you'll take great pride in your presentation, and this will reflect in your front of house which you'll keep clean, smart and welcoming at all times.

Your objective will be to achieve resident retention goals by performing all activities related to customer service to all residents, providing resident satisfaction throughout the term of the lease to ensure resident lease renewals and referrals. You will also be instrumental in handling enquiries, conducting leasing tours and leasing related paperwork.
You will oversee the day to day activities of the Community Team, ensuring the day is organised and prioritised, to meet the overall Community objective.

* Deliver an exceptional experience to every person, beginning with an unmatched first impression. Building rapport with other team members, visitors, investor and clients, and both prospective and current residents and ensuring the team are constant in the delivery of this.
* 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 stay calm in a crisis. You will be the first point of call for the Community Team to escalate concerns too.
* The ideal candidate will need to be highly organised, must have good written communication skills and be able to multi-task. Ensuring all issues reported to us are recorded on our database. Every communication with a resident and action taken has to be logged on our database and a copy of our log is presented to our clients on a monthly basis. This affords us an opportunity to demonstrate the extent to which we keep residents regularly informed of the process of resolving their issues and the speed with which we deal with them.
* Ensuring the team maintain and uphold a high standard for community check appeal, by conducting routine inspections of all community amenities and common areas. Working with the facilities team to ensure that all areas
are well-maintained
* Ensuring the team follows-up with future, new, current and past residents by personalising thank-you notes, cards, emails or making telephone calls, to ensure resident satisfaction throughout their tenancy.
* Executes and assists with activities to support the community's leasing and lease renewal program and organising these activities throughout the team.
* Executes and assists with activities in relation to any community activities and events and delegating these activities throughout the team.
* Ensure the team responds quickly and courteously to resident concerns and questions, and takes prompt action to solve problems and/or document and convey 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 appropriate individuals.
* Follow health & safety procedures and policies in accordance with company, community, and department.
* Identifies areas for improvement, offers suggestions and recommendations to optimise efficiency and productivity.
* Keeps abreast of current changes in technology, processes, and standards
within the industry and area.
* Keep sensitive information highly confidential at all times
* Organising day to day concierge type services as required by the Development such as handling parcels, delivering post and other reasonable requests.