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Head Concierge

Rhodium Management

London, GBR

Full-time

Mid

Onsite

Discovered 2 weeks ago

Communication

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Key Responsibilities

To act as line manager for the Concierge Team Members and provide continuous training and support to the concierge team.
To ensure the Concierge Team Members have a comprehensive understanding of the SOP manual and that they act in accordance with its policies and procedures, ensuring the manual is regularly reviewed and kept up to date.
Lead on Health & Safety compliance, also ensuring that all Concierge Team Members are fully conversant with the health & safety, fire, and emergency procedures.
To ensure that all residents and visitors are greeted promptly and courteously, in a warm and friendly manner.
To ensure that all reception and common parts areas are immaculate at all times, including outside of the main entrance.
To ensure that all Concierge staff are impeccably presented at all times, as per company grooming standards.
To ensure the privacy and confidentiality of residents, their guests and visitors.
To ensure that all Concierge Team Members are fully briefed on daily activities (e.g. deliveries), residents moving in/out, residents’ arrivals/departures, viewings, contractors, etc.
To work collaboratively with the Property Manager and other stakeholders as required.
To supervise contractors and service partners working on-site ensuring third parties adhere to the House Rules.
To ensure all resident amenities operate smoothly and efficiently, implementing high‐quality service routines and standards that enhance resident satisfaction and reflect a luxury environment.
To carry out recorded systematic checks of all reception and common parts areas for maintenance requirements, repairs or refurbishing, ensuring that these are actioned without delay and, where appropriate, organise maintenance work and repairs.
To ensure the client is regularly updated on the progress of any ongoing projects and building issues.
To maintain oversight of all on‐site operations by being readily available to manage and resolve issues or complaints as the most senior staff member.
To ensure that luggage, groceries, packages, parcels and newspapers are delivered to and collected from apartments without delay.
To ensure that enquiries, messages, theatre bookings, errands requests etc. are dealt with promptly, courteously and efficiently.
To ensure that incoming and outgoing telephone calls are handled promptly and courteously, following company standards.
To deliver the highest standards of security for the development and report any security concerns and breaches of security to the senior management or the relevant authorities.
To ensure accurate and timely submission of all reports and administrative work.

Requirements

Previous experience within 5-star Hotel or super-prime residential.
Must have good organisational skills, excellent communication skills and customer service skills, and good understanding of Health and Safety.
Have experience managing a team.
Previous experience and an understanding of building technical systems, including life safety.
Service driven, understand the importance of going the extra mile.
Experience dealing with high-net-worth clients.
Good knowledge of the central London area and surrounding local area.
Strong list of contacts within the hospitality industry preferred.
High standard of written and spoken English, additional language skills beneficial.
Must be assertive, show initiative and have a very keen eye for detail.
Efficient in multi-tasking in high pressure environments.
Ability to communicate high end quality service and deliver bespoke service.
Ability to build and develop positive working relationships.
An interest in UHNW resident lifestyles.
Enthusiastic and motivated to help internal and external partners.
To uphold impeccable standards of presentation and personal conduct at all times, ensuring attire, grooming, and behaviour consistently reflect the expectations of a luxury environment.
Eligible to work in the UK.

Preferred Qualifications

Strong list of contacts within the hospitality industry preferred.

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