Night Concierge

Department: SBP Residential

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Company: Canary Wharf Residential Management Limited

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Reporting to: Manager - Front of House

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JOB SUMMARY

Our Concierge team serve as the first point of contact for residents and visitors, ensuring a welcoming and secure environment within the residential building. This role is responsible for delivering exceptional customer service, managing front desk operations, and assisting with resident inquiries and requests.

Wood Wharf is one of London’s newest neighbourhoods, it’s a place designed for collaboration and innovation, a place to put down roots and create a home. Those who settle at One Park Drive, Ten Park Drive and 8 Harbord Square are a part of a prospering community bustling with residents, located alongside the water’s edge, and surrounded by culture and creativity, Wood Wharf offers everything needed to support a fulfilling and vibrant lifestyle.

Salary: £35,937

MAIN RESPONSIBILITIES

• To provide courteous, professional, efficient service at all times, as per the Company’s standards. To ensure that guests are offered a service that catered towards their individual needs.
• To have a comprehensive knowledge and capability to perform all duties and tasks in the assigned place of work.
• To put in place and monitor effective procedures for the residential management team, including front of house services, supervision of contractors etc. in conjunction with the residential team (in line with CWML procedures where appropriate).
• Direct liaison and communication (ensuring exceptional levels of customer service) with residents, leaseholders and their agents, identifying areas of concern, issuing correspondence and resolving day to day management and maintenance matters.
• Understanding and navigating the customer portal to ensure information is provided to residents, and that information displayed remains current and relevant.
• Responsible for carrying out daily Health and Safety and Security checks, (after initial training has been given), to ensure the build is clean and free from Health and Safety hazards.  To include responsibilities for essential keys audit, filing documents, replenish waiver and other forms/stationary for day colleagues.
• Responsible for the day to day operation of the from desk ensuring that the area is manned and immaculate at all times. This may include occasionally cleaning your area of work, dusting desks and cleaning floors in the absence of the cleaning team.
• To promote and implement sustainability initiatives as directed by the Canary Wharf Group.
• The regular inspection and audit of all areas of the development, keeping detailed and accurate records of such.  To include prompt rectification of cleaning and escalating maintenance issues where necessary.
• To liaise with the estate management team on the operation of the car park and allocation and management of storage lockers.
• Responsible for ensuring that cleaning and operative staff are directed appropriately (where there is an immediate issue to resolve – cleaning/escorting deliveries etc.).
• To carry out other reasonable duties as instructed and directed as required.

PERSON SPECIFICATION

• Previous experience in residential property (private rented preferred), hospitality or customer service sectors is essential.
• Excellent communication and interpersonal skills displaying understanding of residents’ needs.
• Good level of computer literacy using Microsoft Word, Excel and Outlook.
• High standard of written and spoken English, additional language skills are of benefit.
• 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.
• A sense of humour and plenty of energy and enthusiasm.
• Problem solving, well organised and ability to work well under pressure.
• Well-groomed and of smart appearance.

• Act with integrity and deliver high performance
• Put our customers at the heart of what we do
• Resolve issues by providing high quality solutions

Foster Collaboration

• Find opportunities to collaborate with others across the business to achieve shared goals
• Encourage inclusive networks and treat others with respect and fairness
• Use knowledge to work effectively with suppliers / contractors to meet shared goals

Encourage Engagement

• Confident in making decisions appropriate to the role
• Learn from mistakes and listen to constructive feedback to improve performance
• Prioritise safety and actively support community, wellbeing and sustainability programmes

Take Ownership

• Take pride in delivering high quality service which exceeds expectations
• Committed to opportunities for self-development
• Take responsibility for my own performance and look for ways to improve

Embrace Innovation

• Embrace change and innovation
• Proactively suggest ways to improve our business and encourage others to share ideas
• See new challenges as opportunities to deliver effective change

WHAT WE OFFER

Diversity and Inclusion

We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working

As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development

At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits

We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.

If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.

Early applications are encouraged as we reserve the right to appoint at any point.