House Manager

Our client is looking for a House Manager to look after a high-end luxury residential development in central London.

The primary duties of the role are to provide impeccable customer service, to ensure the building runs smoothly and that compliant protocols are maintained.

Day-to-day Operations:

• To arrange induction training of new staff on all procedures and to train staff to ensure that they are familiar with relevant procedures, and that these are adhered to at all times.
• To manage a team of on-site Concierge and support staff, including implementing a staff rota and logging leave requests or absences with HR, along with organising agency cover as required.
• Remain courteous and helpful to all occupiers as well as to members of the public, staff, guests, and contractors.
• To monitor and review all logs and systems of record keeping.
• To report back to your Line Manager at the end of every shift outlining any issues that occurred in relation to staff or the Buildings.
• Responsible for the cleanliness and comfort of the reception area and common parts at all times.
• To monitor all persons at the property and ensure they have a right to be present.
• Log and report any incidence of disrepair by using the appropriate procedure/tool at your disposal. This should include all building defects, plumbing, heating, and lighting in the common parts, 24 hours a day, and 7 days a week. Where such defects are considered an emergency, they should be reported immediately and follow the emergency procedures as approved.
• To ensure that all staff are trained to a sufficient standard in order that they may carry out their duties effectively, efficiently, and safely.
• To carry out regular building checks during the shift to ensure the staff are carrying out their duties in the correct manner and liaise with staff to instigate corrective measures or procedures.
• To maintain records of central stores for the building in a well organised way, ensuring that the appropriate quantities of materials are maintained at all times.
• To ensure that all contractors service books and health and safety logs are kept up to date.
• The House Manager is expected to be flexible and undertake reasonable additional duties as required by the managing agent. To communicate in a timely manner, effectively and professionally with residents, resident associations, contractors' visitors, and the Managing Agent.
• Attend the appropriate meetings with the client, residents', and contractors. Minutes produced and circulated as required.
• To maintain a high level of professionalism and continually deliver service to exceed client satisfaction levels.
• Carry out any additional duties as directed by the FM Team / Asset Manager.

Customer Service:

• Responsible for the welcoming atmosphere throughout the property.
• To assist residents at all times together with their guests and visitors when and where required. It should be remembered that the duty is to the residents as a whole and any assistance given to any individual should not distract from duties required to the whole.
• To always be courteous, polite, and positive to residents, guests, suppliers, and the public in general.

Health and Safety:

• To manage the process of ensuring the safety and security of the blocks at all times
• Report and monitor health and safety issues and ensure a full safe working practice.
• Ensure all statutory compliance inspections are booked in before their allocated inspection dates.
• Security/access control systems are monitored appropriately.
• Taking prompt and appropriate action to deal with any defects or loss of service to any life safety or critical systems in line with current procedures.
• Follow, implement, and maintain any procedure, process and/or control measures identified in the Health & Safety management system or risk assessments.
• Assist with implementing any additional works or management controls as identified in the risk assessment action plans.
• Ensure any incident, accident or near-miss is reported to the FM Team and H&S teams immediately, details are accurately recorded and assist with any subsequent investigation
• Ensure that all Health Safety and Environmental issues are managed in line with procedures and any electronic Health and Safety management system. This includes operating a permit to work process for landlord and customer works. To ensure all paperwork relating to health and safety is update and compliant
• To be responsible for all matters of a health and safety nature relating to the buildings. This includes assessing training needs, maintenance of logbooks, accident reporting procedures, compliance with COSHH regulations and contractor permit to work procedures. To keep up to date with current and new Health and Safety legislation.
• Maintain accurate records and reports

Professional experience and personal skills profile:

• Ability to take ownership of an operation when alone.
• Professional, precise, courteous, and dedicated.
• Positive attitude.
• Team player.

Career Experience and Qualifications Required:

• At least 5 years' experience in an FM role in a residential environment.
• Excellent and proven Customer Services experience.
• NEBOSH desirable.
• IOSH qualification essential.