THE ROLE

The Concierge Manager will ensure that Residents have the best rental experience and consistently deliver the highest levels of customer service, becoming a brand ambassador.

MAIN RESPONSIBILITIES:

• Responsible for the recruitment, on-boarding and training of the Concierge team for each of the buildings.
• Acting as the main point of contact and Line Management for the Concierge team across the 3 buildings undertaking all probation, mid and end of year appraisals and having regular catch ups with all team members.
• Ensuring unparalleled levels of service are being delivered to all residents and their guests and always making the site feel like their home.
• Updating and distributing shift rotas, organising cover for holiday and training.
• Taking sickness / lateness calls for all Concierge team and monitoring absence and lateness.
• Monitoring the Concierge team ensuring consistently high levels of customer service are being delivered, duties are being completed and uniform and appearance guidelines are met.
• Assisting with any complaints that arise and escalating as appropriate.
• Organising overtime when required in line with operational budgets.
• Updating Concierge SOPs and training documents.
• Supporting the Concierge team with day to day duties on the desk as required.
• Engaging with residents, building professional and caring supportive relationships.
• Liaising with Building and Events Managers to support all building and community events.
• Assisting tenants moving in to their apartment and completing apartment and appliance inductions as needed.
• Escalating any service or performance issues for immediate rectification with the central Helpdesk.
• Providing local area information to residents.
• Liaising with the Building Manager in respect of customer surveys and feedback, identifying areas for change and continuous improvement.
• Supporting residents at the point of moving in/out and administering checks.
• Supporting residents with any queries and directing any maintenance reports to the Head Office relevant teams.
• Undertaking daily and weekly inspections of the building.
• Access control management including fob programming and cancellation to agreed protocols.
• Reporting and assisting with any cleaning issues as they arise.
• Issuing and cancelling of door entry fobs and maintaining access control databases.
• Assisting with the co-ordination of day to day on site services and sign-off in accordance with the central teams' maintenance schedules.
• Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with company procedures
• Establishing and developing working relationships with suppliers and contractors.
• Day to day management of the amenity spaces including room booking co-ordination.
• Parcel management, including sign in and out of larger items for residents.
• Undertaking routine daily/weekly safety inspections and updating the central management team.
• Available to respond to out-of-hours rota for emergencies as required.