Resident Host / Concierge

Located in one of the most sought-after and desirable areas of London, 219 Baker Street offers high-class, luxury living in the heart of the Marylebone district. Residents benefit from a variety of bespoke services and amenities, including on-site maintenance and around-the-clock security. The Resident Services Assistant/Concierge will assist in driving the performance of the site through working together with the team to achieve the same goals, whilst delivering an industry leading resident experience.

The Concierge will take ownership of all tasks assigned to them and do so with a can-do attitude and a people first approach to the role. This role will collaborate with the General Manger and other teams across the UK to ensure that KPIs are achieved to include lettings, minimising rental debt, budget management, robust health and safety management, and positive resident reviews, whilst maintaining the highest of standards on site. Service must be at the centre of everything we do and awareness of how we can always go above and beyond for each resident is essential.

Site Management

• Communicate well with colleagues to ensure you work together as a team and take an enterprising approach to the role.
• Ownership of first impressions, standards and welcome experience.
• First point of contact for all residents and to deliver a front of house presence.
• Co-ordinate, instruct and allow access for services to the development.
• To be responsible for all deliveries to main reception, by receiving, safekeeping and issuing of all parcels/registered mail in line with the company procedure.
• Carry out specific daily/weekly tasks as agreed with the General Manager.

Customer Service

• Create a positive and welcoming environment for our residents and guests
• Provide outstanding customer service to residents.
• Ensure a warm, welcoming, helpful, efficient, and responsive reception service for residents, telephone callers and visitors to the property.
• Manage and respond to general enquiries via phone, email and other channels.
• Assist with resident engagement strategies to ensure a strong resident community is built and maintained.
• Nurture and maintain strong relationships with residents, investors and contractors.
• Record, monitor and respond to any resident feedback.
• Deal with the complaints quickly and efficiently with the emp, follow up to ensure residents are fully updated until the issue is resolved
• Assist with resident communications through multiple channels.
• Ensure resident issues and service requests are addressed and dealt with quickly, efficiently, and professionally.
• Meet and interact with residents in a customer friendly and professional manner.
• Seek ways to exceed service expectations of residents and enhance the brand.
• Achieve positive resident reviews on various online platforms to include but not limited to home views and Google.
• Ensure all reception/admin requests are well managed and the reception desk is manned from the hours of 7am until 7pm (on a rota basis).
• Take ownership of the reception/communal areas and ensure they are kept clean, tidy, and well-presented at all times.

Marketing, Social Media, Events & Community Presence

• Drive the highest rates of retention and community engagement.
• Support the overall marketing/leasing efforts and offer input and suggestions regarding promotions, advertisements, and pricing.
• Assist with regularly reviewing competitor activity and provide robust reporting to evidence this.
• To be proactively involved and promote residents' events/give-aways to ensure they are deemed successful.

Facilities Management and Health & Safety

• Ensure all risks to visitors, staff and residents are removed or reported.
• Ensure security and emergency procedures are always adhered to, taking an active role in the event of an emergency, and reporting any concerns.
• Complete daily building walks and report any issues found
• Complete weekly H&S checks keep the records up to date
• Follow key management procedures as per management instructions
• Assist with turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.

Education, Qualifications & Experience

• Experience in a similar role, preferably in Prime property.
• Administrative experience in a client facing service industry.
• Experience of business development/sales and/or facilities and/or financial knowledge including credit and cost control would be desirable.
• Strong understanding of business planning in terms of process and presentation.
• Basic understanding of landlord and resident relationship.
• Basic health and safety knowledge.
• Effective planning and time management.
• Excellent English language skills - both written and spoken.
• IT literate - MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.