Head Concierge

Role: Head Concierge                                    

Hours of work: 40 per week, Mon – Fri        

Location: Vauxhall
 

Duties & Responsibilities

• To support the Property Manager with operational aspects of both Ambassador and Legacy Concierge   attached Lounge and Parcel room Operations

• To be first port of call for Concierge and Parcel Room related matters.

• Supervise the Concierge/Parcel Room Service Teams ensuring smooth operation and high attention detail is delivered at all times.

• Monitor and regulate conduct of Concierge/Post staff in line with site specific SOP’s, updating or preparing new SOP’s for RSM review where necessary.

• To deliver Best in Class customer service and help to promote a service orientated culture amongst the staff and contracted service providers linked to continuous improvement.

• To ensure the developments services are maintained to the standard commensurate with Ballymore’s portfolio status and value.

• To support the development of activities, to enhance the lifestyle of residents based around the communal facilities.

Providing support during events held onsite, ensuring attentive and open-minded support is provided to building the developments community.

Operations

• Ensure all functions (i.e. Concierge, Parcel Room, resident’s facilities etc.) within the development are operating efficiently and effectively. Conduct frequent checks of the relevant areas.

• Make recommendations with regard best practice in respect of site operations to the Property Manager and Property Director.

• Take responsibility when necessary, for any onsite systems in place IE: Propman, Traka, Eg: Life etc. Ensure the in-house team have received the appropriate training and ensure the key control and other policies are adhered to.

• Ensure interdepartmental duties and support is engaged and procedures are maintained to be in line with development requirements IE: Parking.

• Cover periods of Duty Manager when no other manager is onsite.

Staff

• To supervise day to day management of the in-house staff, ensure the duties of such staff are carried out in accordance with their specific job descriptions. Liaise with the Property Managerwhere they have line management responsibility for the staff. Manage lunch breaks of staff, rota changes and overtime booking.

• Assist the Property Manager with the hiring

• Liaise with the Property Manager with regards to any training needs or performance issues/concerns. Assist Property Manager with probationary meetings identifying any areas of development.

• Conduct inductions for all new staff.

• Training and development of the team.

• Ensure all staff uniforms, name badges and PPE (when appropriate) are worn, and standards of appearance are always maintained. Address any issues or concerns regarding appearance with the individuals concerned.

• Assist in managing the rota in cases of staff Holidays/Sickness to find sufficient cover.

• Leading by example, making regular support to Concierge/Post Staff to ensure smooth operation and Delivery of Best-in-Class Service standards.

• Occasional cover at the concierge desk

• Support Post room team with all issues and any investigations

Customer Relations

• Motivate and inspire the in-house team to deliver an attentive, natural, and consistent front of house service to residents. Encourage team to build a good rapport with the residents and ensure Concierge/Post demonstrate the stand to greet service standard.

• Lead by example and display the 12 Ballymore methods of best practice, ensuring a best-in-class service offering.

• Play an active role in trying to resolve complaints, Log any complaints via the Complaints Log

• Play an active role and presence on the Eg Life System to build on the future community goals at EG

• Maintain good knowledge of the reasoning of lease clauses, policies/procedures.

• Be the first form of contact to residents in circumstances of lease breaches and ASB. In more complex circumstances, raise matters with PM team for: advice on next steps or escalation.

• Demonstrate and inspire proactive teamwork and engagement from staff, encouraging a supportive duty mentality to colleagues.

• Support PM during Holidays for following up with complaints/other customer experience related matters.

• Full control of Concierge and Post Office staff rota

• Be able to give new residents on-site inductions if needed

Financial

• Ensure PCI standards are met at all times.

• Ensure cash handling is followed to company standard and provided to administration team for banking.

Health and Safety

• Implementation of the company’s health & safety policies ensuring that the in-house staff and external contractors comply with the policies and procedures.

• Carry out inspections on a daily basis, ensuring that all concierge/post staff on the estate provide a safe environment for themselves and residents.

• Have good knowledge of the incident/accident reporting procedures for the site, supporting staff during cases of aggressive customers, and providing the relevant reports.

• Good Knowledge of Departmental responsibilities in cases of Emergencies, ensure all staff understand their duties and provide refresher training regularly.

• Ensuring conduct amongst team to comply with GDPR standards at all times.

Reactive Maintenance and Contractors

• Where contractors are attending site for residents, ensure the implementation of the Estate’s regulations and contractor policies and procedures. Non-Compliant contractors to be escalated to the Operations Manager / Facilities Manager for follow up.

• Ensure the contractor sign in policy is being followed from the concierge desk at all times.

• Report any maintenance issues in the department to the Maintenance staff onsite for prompt resolution.

Administration

• Support Administration, by ensuring correct documentation/procedure is taken/followed for new resident registrations, bicycle registration, and car registration.

• Provide end of month statistics in relation to Key Releases, Parcels, etc.

Skills, Experience & Qualifications

• History in a senior role or management

• Residential property / hospitality background

• Oral & written fluency in English

• Be motivated and a self-starter.

• Ability to multi-task and set priorities in the fast-paced environment.

• Flexible around working hours.

• Team player

*Ballymore Operate as an Equal Opportunities Employer