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Head Concierge

FirstPort
Job LocationRotherhithe
EducationNot Mentioned
Salary£24,000 - £28,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Job Role: Head ConciergeLocation: Rotherhithe, LondonPay Rate: £24,000 - £28,000Hours: 39 hours a week; Monday to Friday 8am to 4pm and Saturday 8am to 12pmAs the head concierge you will contribute to our vision of being the UKs favourite property manager, as recognised by others by:

  • Provide a high standard of customer service to our residents and all visitors to the development
  • Act as main point of contact at the front desk, creating a welcoming atmosphere
  • Managing a team, driving excellence in line with the companys 4 pillars
    • This role reports to the development manager and has a team of up to 10 direct reports.About UsFirstPort is the largest and most experienced residential property manager in the UK, employing more than 3,000 colleagues dedicated to looking after peoples home.Great property management is about more than just bricks and mortar. We recognise and value the contribution our people make to our business and we are committed to ensuring they are skilled and equipped to do the best job they can and that they have the opportunity to realise their full potential.Our Values set out the commitments we have made to deliver excellent service and they inform the relationships that we have with customers and clients. They shape our culture and are used in measuring and rewarding performance.About YouYou will have experience working in a similar role in a high-end or luxury development. You will have excellent customer service skills having successfully managed key relationships with stakeholders. You will be innovative and knowledgeable, with previous property management or facilities management skills.Main Responsibilities
    1. Provide front of house facilities and services to our customers
    2. Identify and deliver on-going training needs to support the concierge team, utilising appropriate internal and external methods and support as well as conduct frequent reviews with direct reportsproviding constructive feedback and coaching, ensuring KPIs and SLAs are met.
    3. Monitor performance, setting guidelines, managing holiday / sickness absences and organise shift cover, undertaking or organising emergency cover as required.
    4. Ensure all communal areas and other aspects of the development are presentable to the highest standard and each staff member is performing as required.
    5. Undertaken parcel and post facility and distribution to customers.
    6. Effective positive liaison with customers, addressing queries and concerns in a timely manner.
    7. Regular site inspections and reporting notable matters to the Development Manager so that work orders can be raised where necessary.
    8. In conjunction with the development manager, monitoring and supervising contractors carrying out works on and around the development.
    9. Undertake development equipment and emergency systems tests weekly and keep a log as required
    10. Monitor security on site and track and resolve security concerns.
    Skills and ExperienceExperience of supervising a team and taking ownership for delivering excellent customer service, meeting individual and team objectives.Demonstrable experience of front of house concierge and delivering an exceptional customer experience.Confident, articulate communicator - both orally and in writing; able to build relationships with all types of customer and guests with a resolution focused mentality.

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