Purpose of the Role
The main purpose of the role is to maintain a presence on the front reception desk offering assistance to all personnel visiting and utilising the building from daily visitors to permanent tenants. Sustain a professional outlook to delivering an exceptional service and creating a lasting impression to all, whilst ensuring to act as a brand ambassador at all times to both Lendlease and Savills PM.
Key Responsibilities
- Ensure the highest standards in presentation at the property or properties are maintained at all times. Reception/Concierge area is kept clean, tidy and welcoming and to five star audit standards.
- Personal appearance is to be of a very high standard at all times. A courteous, professional, helpful nature must be displayed at all times. The supplied must be kept in an acceptable and clean condition at all times.
- To carry out duties in accordance with instructions by your FOH & Concierge Services Line Manager, Building Manager/Supervisor/PM Team
- To comply at all times with the concierge processes and procedures and standards of work assigned to the property or properties.
- Establish a professional working relationship with all of the staff, tenants and contractors of the property or properties and be the first point of contact for the building.
- Meet and greet all visitors reporting to the reception/concierge desk and maintain an accurate log of all visitors' records.
- Manage on-site booking requirements for key access areas, in and around the development.
- Handle and administer residents' keys, making sure these are signed in and out on a daily basis in line with development systems and protocol.
- To answer the telephone and on-site intercom system for all tenant queries in a professional manner.
- To maintain and keep up to date accurate reception/concierge operations manual of reception/concierge processes and procedures both site/tenant specific and department.
- To maintain a physical presence at the reception/concierge desk it is not to be left unmanned at any time.
- To deal with all queries on site efficiently and professionally and as appropriate direct queries to third parties for action, ensuring the person raising the query is informed of the action taken, the expected outcome and the timeframe involved.
- To handle parcels and packages that have been delivered on a daily basis. Manage and administer residents' deliveries and returns, via development systems and protocols.
- To carefully complete all log reports that may be required by the employer or the building manager.
- To conduct site walk rounds on a daily basis, all faults/maintenance and repairs reported to the development manager and to the relevant contractor. These reports passed over within the handover log or appropriate system.
- Investigate faults and issues that arise within the development, this can be from leaks to fire alarms or bike theft. These reports have to be documented within the handover log or appropriate system.
- The employee is not to undertake any task that may be a risk to their health and safety unless suitably trained.
- To assist other employed staff, residents and visitors in the event of an emergency.
- To comply with and ensure that the landlord's obligation for health and safety and fire precautions are always met.
- To ensure that contractors arriving on site adhere fully, to requirements for contractor management and site H&S in line with the company and site procedures.
- Utilise residential management systems, such as the residents portal and any other systems that may be used on site to ensure smooth resident communications and notifications are sent in conjunction service disruptions or to distribute information about local events to site.
- To ensure the reception area is kept clean at all times, ensuring that in hours any issues with cleaning are reported to the site Building Manager and Cleaning Teams. Should this occur at weekends, concierge expected to spot clean and keep reception area tidy to ensure standards are maintained.
- To maintain a cultural sensitivity and awareness of the residents on site.
- Maintain a vigilant presence on site, ensuring to report any security breaches to the on site security team and police should it be required – with any such matters being reported through site SOP escalation.
- To be aware of emergency response in the event of a fire, to evacuate residential imenity areas, should it be safe to do so and to contact the local fire department and escalate via the site SOP escalation.
- It is the nature of the 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
- Demonstrable experience of front of house concierge and delivering an exceptional customer service.
- Confident, articulate communicator – both orally and in writing; able to build relationships with all types of customer and client with a resolution-focused mentality, creative in your approach.
- Able to work with autonomy and as part of a wider team.
- Efficient in maintaining administration and record-keeping electronically.
- Demonstrable ability dealing with problems and challenges effectively.
- Good knowledge of Health and Safety regulations.
- Ability to work under pressure deadlines, able to prioritise and manage time effectively.
- Excellent IT skills, social-media awareness and up-to-date with new technology.
Working Hours - 12 hrs shifts, 4 on 4 off x1 Concierge 8am – 8pm – x1 concierge 7am – 7pm. (to allow for shift handover from night team). 38.5 hrs a week on average.
Salary - £30,000
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Please see our Benefits Booklet for more information.