Purpose of the Role
Elephant Park is a vibrant and diverse mixed use residential / retail space, located in the in heart of London, offering high-quality living spaces and boutique retail / F & B offerings across four key sites: Park & Sayer, Trafalgar Place, West Grove, and South Gardens. We work hard to deliver the our clients vision and pride ourselves on delivering exceptional service to our residents and the general public.
We are seeking a dynamic and experienced Residential Duty Manager to join our team. This role involves overseeing concierge services being delivered across four key sites at Elephant Park. The Residential Duty Manager will ensure the highest level of resident satisfaction, provide seamless and consistent service, and maintain the standards of each building.
Working alongside the concierge and building management team, you will ensure the multiple service elements operate effectively to create a seamless one-team approach. You will be an ambassador for the brand and the development.
Key Responsibilities
Team Oversight:
- Supervise and support concierge teams across Park & Sayer, Trafalgar Place, West Grove, and South Gardens
- To work closely with the Portfolio Operations Manager, building management and other employed staff within the property in ensuring that all concierge staff maintain high standards of service, and professionalism.
- To assist the Portfolio Operations Manager to conduct regular team meetings and training sessions to keep staff informed and motivated.
- Carry out regular training and toolbox talks with the teams
- Responsible in ensuring the concierge team upholds the same standards.
Operational Support:
- Cover breaks, last-minute absences, and late arrivals for day shift staff to ensure uninterrupted service.
- Step in as needed to provide direct concierge services, ensuring resident needs are met promptly.
- Coordinate and oversee the smooth operation of concierge services across all sites.
Health and Safety:
- Conduct regular health and safety inspections, including fire walks, to ensure compliance with safety regulations.
- Address and resolve any health and safety issues promptly and effectively.
- Maintain accurate records of health and safety checks and incidents.
Resident Services:
- Serve as a primary point of contact for residents, handle feedback effectively in the moment and addressing inquiries and resolving issues efficiently.
- Assist residents with move-in and move-out procedures, ensuring a smooth transition.
- Coordinate and manage the booking of communal areas and amenities.
Building Management:
- Monitor and maintain the cleanliness and appearance of communal areas.
- Conduct regular inspections of the premises to ensure safety and security standards are met.
- Liaise with maintenance and cleaning staff to address any issues promptly.
- Support management with accommodating and supervising contractors whilst they are on sites.
Security:
- Oversee security measures, including access control and CCTV monitoring.
- Respond to and manage any security incidents or emergencies.
Administrative Duties:
- Maintain accurate records of all resident interactions and building issues.
- Prepare and distribute regular reports to the Property Manager.
- Assist with administrative tasks such as mail distribution and package handling – ensuring to audit and maintain parcel systems and inventories on site.
- Assist with key management and distribution of keys and regular key audits as directed
- Carry out any other administrative duties as directed by building and Savills Management and SMR Teams
Personal Key Responsibilities:
- Build and maintain relationships with the residents, Concierge and Building Management Teams.
- Deliver all aspects of your role in a timely manner as required and ensure you meet deadlines as required.
- As an integral member of the team your approach should be positive, to strive for best in class and service excellence and be enthusiastic.
- Communicate with your line manager on all and any issues pertaining to HR and training.
- Portray yourself in a professional manner at all times and lead from the front. To maintain the visual aspect of the Worforce+ Front of House service by managing standards such as uniform and general presentation, it is your responsibility to ensure all teams are presentable and professional in appearance.
- Personal appearance is to be of a very high standard at all times. If a uniform is supplied it must be kept in an acceptable and clean condition at all times.
- To assist Portfolio Operations Manager and attend monthly service reviews, investigations, disciplinary meetings.
- Carry out any other reasonable request of the Portfolio Operations Manager and on site management team.
It is the nature of work of SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.
Skills, Knowledge and Experience
- Proven experience in a concierge or front-of-house role, preferably within a residential setting.
- Experience managing multiple sites is highly desirable.
- Excellent communication and interpersonal skills.
- Strong organizational and time-management abilities.
- Team player with strong customer service skills, able to provide a helpful and polite service.
- Ability to deal with confidential information.
- Careful and conscientious with an aptitude for attention to detail.
- Willingness and ability to learn on the job, keen to undertake training and career development.
- Proficiency in using property management software and Microsoft Office Suite - Word, Excel, PowerPoint, Access Outlook.
- Ability to remain calm and professional in high-pressure situations
Desirable:
Valid CCTV license
IOSH Managing Safely Certificate
Valid First Aid at Work Certificate
Fire Warden
A working knowledge of Dwellant (Concierge Assistant)
The candidate attributes detailed above are considered to be non essential although training will be provided on more technical aspects of the role.
Working Hours - 8am - 8pm. 4 days of