Night Concierge

About this role

• We are recruiting for a Night Concierge to join the team at a Residential Development.
• Salary: GBP 32,00 per annum Location: South West London Rota: 7pm - 7am / 4 on 4 off Provide a professional, welcoming and friendly front-of-house service to all residents, visitors and contractors, ensuring everyone receives a positive first impression.
• Act as the main point of contact for residents, assisting with day-to-day enquiries, requests and concerns while consistently delivering a high standard of customer service.
• Build and maintain strong, positive relationships with residents, taking the time to understand their individual needs and ensuring they feel valued and supported.
• Answer incoming telephone calls, emails and correspondence promptly and professionally, ensuring all enquiries are handled efficiently and followed through to resolution.
• Handle resident complaints and challenging situations calmly, sensitively and professionally, identifying suitable solutions and escalating more complex matters to the onsite management team.
• Maintain a professional appearance and welcoming reception environment, ensuring the front-of-house area is always clean, tidy, organised and presentable.
• Support the smooth day-to-day operation of the development, working closely with the onsite management team to ensure high standards are maintained throughout the building.
• Manage incoming parcels, deliveries and collections, ensuring items are received, recorded, stored securely and distributed to residents in accordance with site procedures.
• Oversee key management procedures, including issuing, receiving and securely storing keys, maintaining accurate records and ensuring appropriate authorisation is obtained.
• Monitor CCTV, access control and building security systems, remaining vigilant and reporting any suspicious activity, security concerns or unusual incidents.
• Manage access for residents, visitors and contractors, ensuring all relevant identification, authorisation and sign-in procedures are followed.
• Liaise with contractors attending the development, coordinating access, directing them to the appropriate areas and ensuring works are communicated to the relevant team members.
• Carry out regular inspections and visual checks of communal areas, identifying any maintenance issues, cleanliness concerns, damage or potential health and safety hazards.
• Report building defects, maintenance requirements and operational concerns promptly, following up with the relevant teams to ensure issues are addressed efficiently.
• Assist with the coordination of planned and reactive maintenance works, keeping residents informed of any works or disruptions where appropriate.
• Maintain accurate and up-to-date records of incidents, resident enquiries, maintenance requests, contractor attendance and daily operational activities.
• Complete detailed handovers to colleagues and management, ensuring outstanding tasks, important updates and any incidents are clearly communicated.
• Support the onsite management team with general administrative duties, record keeping, reporting and other operational responsibilities as required.
• Follow all relevant health and safety procedures, including fire safety, emergency response and incident reporting, ensuring the safety and wellbeing of residents, visitors and colleagues.
• Respond appropriately to emergencies, including fire alarms, leaks, power failures and other building-related incidents, following established procedures and escalating concerns where necessary.
• Demonstrate excellent organisational skills and attention to detail, managing multiple responsibilities effectively while maintaining a consistently high standard of service.
• Confidently use IT systems, including email, Microsoft Office and relevant property management, parcel management and building systems.
• Work effectively both independently and as part of a wider team, using initiative and sound judgement to resolve day-to-day operational issues.
• Remain calm, professional and solution-focused when dealing with challenging situations, demonstrating patience, empathy and strong problem-solving skills.
• Maintain confidentiality and handle resident information, personal data and sensitive matters with complete discretion and professionalism.
• Demonstrate flexibility and a proactive approach, willingly assisting colleagues and undertaking additional responsibilities to support the smooth running of the development.
• Take ownership of responsibilities, ensuring tasks are completed accurately, efficiently and within the required timeframes.
• Consistently demonstrate reliability, punctuality, a positive attitude and a genuine commitment to delivering an exceptional residential experience.

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