CAREER EXPERIENCE REQUIRED & PARTICULAR APTITUDES/SKILLS REQUIRED

• Demonstrable experience of front of house concierge and delivering exceptional customer service
• Confident, articulate communicator – both orally and in writing; able to build relationships with all residents, visitors, contractors and client with a resolution focused mentality, creative in your approach.
• Able to work with autonomy and as part of a wider team
• Professional, precise / sharp eye for detail, courteous and dedicated
• A team player with a Can-Do attitude
• Passion for delivering outstanding service; being attentive and proactive
• Ability to work under pressure deadlines, able to prioritise and manage time effectively.
• Demonstrable ability to deal with problems and challenges effectively.
• Reliable and timekeeping.

PURPOSE OF THE ROLE

The main purpose of the role is to maintain a presence on the front desk and providing a welcoming, courteous and polite reception to all residents and visitors, maintaining the high standards of the residential development at all times.

KEY RESPONSIBILITIES

• Establish a professional working relationship with all of the staff, residents 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 concierge desk and maintain an accurate log of all visitors’ records, if required/follow site instructions.
• Ensure the highest standards in presentation at the property or properties are maintained at all times. Ensure the concierge area is kept clean, and tidy and meets residents’ expectations and company standards.
• Maintain a physical presence at the reception/concierge desk it is not to be left unmanned at any time.
• Conduct site walk rounds, if instructed, on a daily basis, and all faults/maintenance and repairs are reported to the building management team and relevant contacts, as per site instructions. Physical or electronic reports are completed each time and passed over within the handover, log or appropriate system to the building management.
• Monitor all access points in direct view and use systems (CCTV), if available, for other locations. Check and screen all visitors ensuring they have permission to be present on the site. Report any suspicious/unusual behaviour, calling the police if necessary.
• Assist other employed staff, residents and visitors at all times, including in an emergency.
• Comply at all times with the concierge processes procedures and standards of work assigned to the property or properties.
• 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.
• Answer the telephone and on-site intercom system for all residents queries in a professional manner and follow site protocol when providing access to the site.
• 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 monitor the presence of workmen/contractors around the building and supervise their activities to ensure minimum disturbance to residents. This monitoring is to be done in accordance with the agreed procedure.
• 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.
• Carefully complete all log reports that may be required by the building and Savills management.
• 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 when tasks are not specifically covered in the Job Description and have to be undertaken.
• (‘Company Requirements’ – first point) Comply with and ensure that the landlord’s obligation for health and safety and fire precautions are always met. The employee is not to undertake any task that may be a risk to their health and safety unless suitably trained.
• (‘Company Requirements’ – second point) Participate in company training schemes as presented and ensure that continuous professional development is ongoing and relevant.
• (‘Equipment / system used’ – first paragraph) Carry out duties in accordance with instructions by your FOH & Concierge Services Line Manager, Building Manager/Supervisor/RFM.
• Handle and manage deliveries and returns via development systems and protocol.
• Handle and manage residents’ keys, making sure these are signed in and out on a daily basis in line with development systems and protocol. Manage on-site booking requirements for key access areas, in and around the development.
• Maintain and keep up-to-date accurate reception/concierge operations manual of reception/concierge processes and procedures both site/tenant specific and department.