Concierge Manager - Residential
Central London
Salary £50,000 depending on experience
We are seeking a dedicated Concierge Manager to manage a high-performing concierge team at one of London's most prestigious residential squares. This role involves delivering exceptional services to high-profile clients, building strong relationships, and ensuring the concierge team proactively meets customer needs.
Role Overview:
As the leader of the concierge team, you will be responsible for ensuring exceptional service delivery, overseeing team operations, managing service partners, and acting as the point of escalation for any issues. You will help enhance the customer experience by delivering additional services and improving communication with clients.
Key Responsibilities:
- Oversee the concierge team, ensuring they deliver top-tier service while providing mentorship and development.
- Manage the weekly rota, ensuring coverage and quick resolution of any issues.
- Manage relationships with service partners like security and maintenance, ensuring smooth operations.
- Provide clear, proactive communication to residents about any service disruptions, ensuring transparency and trust.
- Regularly gather customer feedback and share valuable insights to enhance the overall service experience.
- Design and implement customer service training for the concierge team to continuously raise service standards.
Key Requirements:
- Proven background in managing a concierge or customer-facing team, ideally in a high-end residential or hospitality setting.
- Skilled in handling high-profile clients and managing challenging situations with professionalism.
- Ability to oversee basic maintenance and manage external service providers.
- Excellent verbal and written communication skills, with the ability to work effectively with property managers, contractors, and clients.
- Proven experience in developing and leading a customer-focused team.
- Enhanced DBS check required