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Residential Concierge – Battersea Exchange
Savills
Purpose of the Role
The main purpose of the role is to maintain a presence on the concierge desk offering assistance to all personnel visiting and utilising the building from daily visitors to residents. Sustain a professional outlook to delivering an exceptional service and creating a lasting impression to all.
The successful candidate must be available to work shifts between 7am and 11pm, Monday to Sunday.
Key Responsibilities
- To work closely with the line manager and Client Services Manager/Property Manager and other employed staff within the property in ensuring that the highest standards at the property or properties are maintained at all times.
- Where applicable, to ensure detailed handover notes are written and made available to the next Concierge staff member coming on shift as to ensure a seamless transition.
- To answer the mobile phone and on-site intercom system in a professional manner.
- To be proficient with all Microsoft applications and Outlook
- To be familiar with the lease relating to the development employed at and be able to locate key information
- To respond to all incoming issues the same day even if a resolution cannot be found, and to alert the property manager to any resident concerns or complains immediately.
- To diarise any work which needs regular attention in outlook and follow up accordingly
- To ensure outlook calendars are kept up to date with all meetings and appointments
- To be proficient with the onsite handbook and associated documents relating to the site and refer to as often as required
- To know the residents by sight and name and greet when entering and leaving the building. To be polite and personable to all visitors, contactors and residents
- To report breaches of lease obligations to Client Services Manager/Property Manager
- To continuously monitor and notify Client Services Manager/Property Manager of sub-letting of units
- Maintain an up to date list of emergency services and contractors telephone numbers
- To be familiar with all aspects of the site including location of stop cocks (main and individual), shut off points for gas and electricity and manual override for gates
- To maintain a key log for residents including authorisation sheets and only release keys to those whose are named on the authorisation sheet
- To ensure all visitors and suppliers sign in and out of the building
- To receive deliveries on behalf of leaseholders and issue parcel collection notices accordingly
- To receive post and distribute to relevant post boxes and return to sender incorrectly named post
- To carry out full inspections of the building at commencement of shift, periodically throughout the shift and at end of the shift.
- To notify the Client Services Manager/Property Manager where works are carried out within individual flats which may require a licence for alteration
- To be aware of all contractors working on site and ensure relevant permits such as working at heights, hot works or roof permits are issued
- To report any maintenance or breakdowns immediately to the Client Services Manager/Property Manager and continue to provide updates to both the Client Services Manager/Property Manager and the residents.
- To check contractors work once complete and report back to Client Services Manager/Property Manager.
- To ensure all onsite log books are completed where relevant when contractors visit.
- To monitor vehicles entering and leaving estate ensuring that residents park in their allocated bays.
- To ensure bins are available for regular collections.
- To programme new fobs when required and delete lost ones from list
- To inform residents of all estate and local activities and forthcoming events which may affect the day to day running of the estate
- To maintain accurate reports of any incidents
- To monitor CCTV and be proficient on playing back and burning sections to disk
- To attend Savills staff meetings and events when required
- To oversee regular maintenance contracts and report back to Client Services Manager/Property Manager as required e.g. lift maintenance, plant room maintenance and cleaning
- To comply with and ensure that the landlord obligation for health and safety and fire precautions are always met.
- To assist other employed staff, building occupiers and visitors in the event of an emergency.
- To acquire working knowledge of the technical equipment in the property / properties and be certain of how to obtain prompt assistance with defect or malfunctions that may arise.
- To assist the property manager raise works orders upon request.
- To ensure appropriate concierge cover is in place during staff absence.
- To assist other members of the concierge team and help to train them as and when necessary.
- To acquire working knowledge of the property / properties systems and procedures to enable you to take control of the property during your shift.
- To carefully complete all log reports that may be required by the employer or the Client Services Manager/Property Manager.
- The employee is not to undertake any task that may be a risk to their health and safety unless suitably trained.
- Personal appearance is to be of a very high standard at all times. The uniforms provided must be kept in a laundered and well pressed condition at all times.
- 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 carry out any other duties as the Managing Agents may from time to time consider necessary.
Skills, Knowledge and Experience
SIA Security Guarding License & CCTV License welcomed but not essential as training can be provided
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.