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Role: Head Concierge

Hours of work: 40 per week, Mon – Fri

Location: Vauxhall

Duties & Responsibilities

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

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

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

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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.

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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.

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

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

Operations

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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.

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

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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.

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

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

Staff

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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.

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Assist the Property Manager with the hiring

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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.

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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

Customer Relations

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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.

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

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

Financial

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Ensure PCI standards are met at all times.

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

Health and Safety

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

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

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

Reactive Maintenance and Contractors

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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.

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

Skills, Experience & Qualifications

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History in a senior role or management

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Residential property / hospitality background

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Oral & written fluency in English

*Ballymore Operate as an Equal Opportunities Employer