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, (7/8am to 8/8pm with 1 hour unpaid break).
  40 hrs a week on average.
  Salary - £30,000.00 per annum

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.

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. If a uniform is supplied it 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/RFM.
• 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 protocol.
• 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 hand over 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 hand over 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 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.
• 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.