Residential Manager (Tcrm)

Job Introduction

We are recruiting for a Residential Manager to join our fantastic Rapport team, based in one of our client’s buildings near St James’. Our Client is a global leading property management company with continuously growing portfolio of buildings in the West End.

The position holder will support the Guest Services Account Director and the Deputy Guest Services Manager by ensuring the client needs are met and exceeded in a professional and friendly manner. The Residential Manager will look after one of the residential buildings and its residents in the eleven luxury apartments, while managing two Rapport Ambassadors and working alongside the Security team.

This is a full-time, permanent role (40 hours per week). You will be working from Monday to Friday, from 8 AM to 5 PM. However, you may be asked to work on weekends and/or late shifts.

Main Responsibilities 

• Providing the highest level of customer care and service to all residents, their visitors, our client, and their service partners in line with service level agreements and set policies and procedures
• Being fully responsible for the overall efficient and effective daily operations and service
• Developing relationships with residents and external guests to understand and address their individual needs
• Acquiring extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
• Ensuring a timely and professional response is given to all residents and guests in person, via email or telephone
• Communicating any complaints or concerns to the Senior Management in a timely, efficient manner, escalating accordingly and ensuring documented appropriately
• Developing effective working relationships with Security and other service partners
• Supporting and being the first point of contact for team members for questions, helps with problems, and overseeing team members' work for work quality and core values
• Communicating effectively with the operational and management teams, displaying accuracy and attention to detail both in verbal and written communication
• Ensuring the correct H&S procedures are followed and documented. This is to include but not limited to H&S checks, fire awareness procedures, emergency contacts, incidents/accidents/near missed procedures
• Managing, providing guidance and training, coaching, and leading the team by example

The ideal candidate will:

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Be a good communicator who can create immediate rapport and possess passion about delivering great service
• Display excellent personal presentation and interpersonal skills
• Be proactive, organised, flexible, with great attention to detail, strong time management skills and ambition to learn and grow
• Be calm and decisive under pressure, while also being confident and have discretion and diplomacy
• Be confident in dealing with complaints and/or issue resolution
• Have experience in staff training/coaching, great leadership skills and strong team engagement
• Ideally have corporate background and 5* customer service experience

Some of our benefits include:

• Exclusive travel discounts with TUI, Expedia, Booking.com and many more
• Save money on your groceries with discounts on Tesco, Sainsbury’s, Morrisons and other major brands
• A wide range of offers dedicated to improving your personal finances for a more secure future, including life assurance cover
• Regular emails filled with the best discounts and savings available
• Receive cash rewards every time you spend and use them on a wide range of brands
• Financial rewards - for recommending your friends and family and/or even when you bring new business to us (legitimate qualified sales leads)
• Contributory pension scheme
• Access to wellness programs to promote the mental health and well-being of our Ambassadors
• Employee Assistance Program to guide and support our team members
• Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
• Learning & development opportunities to support your personal and professional development and growth
• WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients
• One Paid Day for Charity Work

Why Rapport?

Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.

We are committed to equality of opportunity and inclusion within the workplace, and we celebrate everyone’s differences and diverse backgrounds. We have created a number of Employee Networks as part of our “Be Yourself at Rapport” programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.

Our Ambassadors’ mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in.

Rapport is also a Disability Confident Employer, and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.

About the Company

Rapport is an award winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong.

We are very proud to count some of the UK’s most forward-thinking, blue-chip companies as our clients, from small boutique firms to large multi-site international corporations, all with a common goal to provide excellent Customer Service.

Our most prestigious awards include:

• In the 2021 ‘Best Companies to work for’ awards, Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes).
• We were awarded three stars from ‘Best Companies’, their ultimate accolade, in 2021 signifying a ‘World Class’ company.
• Top 30 Best Places to Work in Hospitality in 2021 winner.
• Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019

Rapport is a part of Compass Group UK & Ireland, a FTSE 100 company. Please visit our website, www.rapportservice.com, for further information and before applying to learn more about Rapport and our clients.

We will contact applicants within 5-7 workings days. Rapport job adverts always gain a high response rate, but we do review all applications. Please check your inbox and your junk/spam folder for our response to your application. Due to high application volumes, we recommend that you do not apply for more than one role at any time. Please ensure you apply for the role that best matches your experience.

Rapport