Night Concierge

WHO ARE YourTRIBE?

YourTRIBE has arrived in London, ready to redefine student living through accommodation. Born from a company with over 25-years’ experience in the UK property sector, we know how to deliver exceptional customer service and offer a premium living solution. Your TRIBE are bringing this dedication and world-class service to students. As the academics, creatives, and problem-solvers of the future, we understand that students need a quality, inclusive and fresh approach to their home, in order to focus and calm the mind without the added burden of bills and landlords to manage. Designed to a very high specification with considerations down to the smallest of details, the buildings will be inviting to everyone, and in turn a pleasure to work in.

KEY RESPONSIBILITIES As a Night Concierge with YourTRIBE you will be the friendly and vigilant presence that ensures the safety, security, and well-being of our student residents during the night hours. Your role is critical in providing a secure and welcoming environment for our residents and addressing any overnight concerns or requests. As a Night Concierge you will be in regular contact with our residents, and you will play a huge role in the satisfaction and overall happiness of them. Our Night Concierges are the key members of the team, ensuring that we deliver the best possible experience for our students supporting them while driving great student engagement and customer service in our spaces.

Student Experience

• Meet, greet, engage, and assist with our students and visitors.
• Foster a sense of community by being approachable and responsive to resident needs.
• Support our students by keeping them informed, as well as providing details about welfare support and any emergencies during their shift.
• Be a point of contact (phone, live chat or face to face) for any sales leads and enquiries out of hours, which will involve having an up to date knowledge of sales information.
• Carry out occasional out of hours viewings for potential new residents.

Health, Safety and Security

• To ensure the building and external area is safe and secure during the night.
• Complete regular patrols of the space to protect and deter theft, vandalism, and any unwanted activity, recording or escalating any areas of concern.
• Report breaches and issues of health and safety giving advice where required.
• Respond to incidents, alarms, and emergencies on site.
• Carry out periodic health and safety checks, including those relating to fire safety and risk assessments.
• To keep an up-to-date log of all events and incidents and ensure sufficient handover at the end of each shift to any incoming team members.
• To monitor the CCTV system, reporting any irregularities to the Residence Manager or on call number. Resident Assistance
• Be the point of contact for residents during night hours, addressing any questions or concerns.
• Assist residents with check-ins, check-outs, and late-night arrivals as needed. Handle resident requests, such as lockouts, noise complaints, or maintenance emergencies, and coordinate the appropriate response.

Maintenance and Janitorial

• Ensure the residence is exceptionally well-maintained, well-presented, and functional at all times.
• Undertake cleaning of all communal areas including Touch point cleans, cleaning of terrace areas or courtyards and general cleaning duties throughout the shift.
• Undertake light urgent maintenance such as: Changing lights, fixing small leaks, turning off/on power water. Investigation power loss (flipping the trip switch). Swapping out microwaves. Checking water is hot etc. Changing door batteries, fixing locks. Ensure that the bin stores are tidy and rotated regularly.
• Make sure that refuse area is kept clean – this includes the surrounding external areas (such as courtyard and car park) Safety Equipment Checks
• Conduct routine checks of safety equipment, such as fire extinguishers and emergency exit, and report any issues to the Residence Manager.

Administrative Tasks

• Maintain a log of activities and incidents that occur during the night shift.
• Perform administrative duties, including logging packages and managing access to the building. Communication
• Maintain clear and timely communication with the day staff, security personnel, and management regarding any incidents or developments.
• Provide regular updates to residents regarding any ongoing situations or building announcements.

KEY SKILLS & CAPABILITIES

• Problem-solving skills: Quick thinking and creative problem-solving capabilities are essential to handle unexpected challenges that may arise.
• Customer Focus. Able to ensure students have the best experience and confident in dealing with a range of support requirements and issues.
• Dynamic: Able to ensure students have the best experience and confident in dealing with a range of support requirements and issues.
• Passion: Shows interest in, anticipates, and responds timely to stakeholder needs. Strives to consistently meet service standards.
• Understanding: Understands and recognises the value of other points of view and ways of doing things.
• Managing resources: Plans, coordinates, and manages internal and external resources to accomplish role responsibilities and/ or assigned tasks.
• Time management: Juggling multiple tasks requires excellent time management skills to prioritise and meet deadlines effectively, even when unexpected issues may arise.
• Interpersonal skills: Understands and recognizes the value of other points of view and ways of doing things. With great communication skills in both written and oral English.
• Administrative Skills: Computer literate with basics skills of Microsoft programs.

EXPERIENCE AND KNOWLEDGE

Essential:

• Relative experience in an administrative role.
• Great customer service and communication skills, being able to effectively engage with people at all levels (orally and in writing)
• Ability to be proactive with strong problem-solving skills and initiative.
• Highly organised individual with the ability to take on multiple tasks regularly.
• Intermediate skills in using MS Office and online systems / databases.
• Resilience and adaptability, as well as a great cultural diversity awareness.

Desirable:

• Experience of working within the student accommodation sector.
• Hospitality/Customer service previous experience.

Job Type: Full-time

Pay: Up to £32,760.00 per year

Benefits:

• Company pension

Schedule:

• Monday to Friday
• Night shift
• Weekend availability

Supplemental pay types:

• Performance bonus

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 2 years (required)

Work Location: In person