Concierge Manager

Job Location

Canary Wharf

Published By

BPIC Network

Type of Job

Full Time

Published Date

May 15, 2022, 11:00:00 PM

About the job

APPLY FOR THIS ROLE !


Our client in the commercial and residential property environment is looking to recruit a Manager – Concierge to manage a team of staff supporting their portfolio. Reporting directly to the Associate – Administration & Operations, you will ensure that Residents have the best rental experience and consistently deliver the highest levels of customer service, becoming their brand ambassador.


HEALTH SAFETY AND WELFARE RESPONSIBILITIES

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.


ENVIRONMENTAL RESPONSIBILITIES

All Staff are required to follow their Environmental Policies for minimisation of waste and effective energy management as defined in their Environmental Manual and associated documents.


QUALITY MANAGEMENT RESPONSIBILITIES

All staff are required to comply with their Quality Management System requirements detailed within the Company Quality Manual & Policies, and to ensure that all Procedures; Plans and Forms within SharePoint are effectively implemented to meet the set ISO 9001 Quality Management Standard.



Responsibilities


  • Responsible for the recruitment, on-boarding and training of the Concierge team for each of the Vertus buildings.

  • Acting as the main point of contact and Line Management for the Concierge team across the 3 Vertus buildings undertaking all probation, mid and end of year appraisals and having regular catchups with all team members.

  • Ensuring unparalleled levels of service are being delivered to all residents and their guests and always making the site feel like their home.

  • Updating and distributing shift rotas, organising cover for holidays and training.

  • Taking sickness/lateness calls for all Concierge teams and monitoring absence and lateness.

  • Monitoring the Concierge team ensuring consistently high levels of customer service are being delivered, duties are being completed and uniform and appearance guidelines are met.

  • Assisting with any complaints that arise and escalating as appropriate.

  • Organising overtime when required in line with operational budgets.

  • Updating Concierge SOPs and training documents.

  • Supporting the Concierge team with day-to-day duties on the desk as required.

  • Engaging with residents, building professional and caring supportive relationships.

  • Liaising with Building and Events Managers to support all building and community events.

  • Assisting tenants moving into their apartment and completing apartment and appliance inductions as needed.

  • Escalating any service or performance issues for immediate rectification with the central Helpdesk.

  • Providing local area information to residents.

  • Liaising with the Building Manager in respect of customer surveys and feedback, identifying areas for change and continuous improvement.

  • Supporting residents at the point of moving in/out and administering checks.

  • Supporting residents with any queries and directing any maintenance reports to the Head Office relevant teams.

  • Undertaking daily and weekly inspections of the building.

  • Access control management including fob programming and cancellation to agreed protocols.

  • Reporting and assisting with any cleaning issues as they arise.

  • Issuing and cancelling door entry fobs and maintaining access control databases.

  • Assisting with the coordination of day to day on-site services and sign-off in accordance with the central teams’ maintenance schedules.

  • Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with Vertus procedures

  • Establishing and developing working relationships with suppliers and contractors.

  • Day to day management of the amenity spaces including room booking coordination.

  • BringMe parcel management, including sign in and out of larger items for residents.

  • Undertaking routine daily/weekly safety inspections and updating the central management team.

  • Available to respond to out-of-hours rota for emergencies as required.



Requirements


  • Previous experience in residential property (private rented preferred) or hospitality sectors is essential.

  • Previous experience managing a large team, with excellent leadership qualities.

  • Excellent communicator and collaborator, with exceptional customer care skills.

  • An excellent eye for detail is essential.

  • Excellent communication and interpersonal skills displaying understanding of residents’ needs.

  • Good level of computer literacy using Ms Office.

  • Excellent written and verbal communication is essential and multi-lingual skills would be beneficial.

  • Must be pro-active and able to use initiative in order to enhance the building reputation and make the community the best available.

  • Flexibility and adaptability.

  • Problem-solving, well organised and ability to work well under pressure.

  • Well-groomed and of smart appearance.

Benefits

Competitive salary plus excellent company benefits

About us

BPIC working on behalf of the Client, our mission is to increase the participation of black and ethnic individuals in the Construction / Real Estate / Built Environment industry whilst also empowering and educating individuals along the way. We champion the importance of diversity within our industry by directly providing solutions for organizations to create inclusive work environments and attract a diverse workforce. BPIC is dedicated to delivering solutions for participants that work in all areas of the industry from major infrastructure projects, fit-outs, SMEs to specialist professionals that support our industry such as Technology, Law & Finance etc