Residences Amenities Executive

LRM Prime specialise in delivering exceptional residential management services to upscale residential and mixed-use developments, primarily in the prestigious heart of Central London. With unmatched expertise in managing prime and super-prime properties, we bring our clients' brands and values to life, offering bespoke solutions that elevate luxury living to the next level.

About the role!

To support the daily operation and strategy, promoting encouragement of the comprehensive residential amenities experience to meet and exceed our residences expectations, enhancing our reputation for excellence. The role of the Amenities Executive will support the daily operation and events to the Residential Amenities offering at Thames City, London’s newest and most exciting suite of residences. Thames City will provide a total of 1500 residential units, in addition to a provision of extensive mixed-use commercial space incorporating office, retail and residential amenities. We pride ourselves on our distinct ambiance, our dedication to staying unique, and our business approach of continuous improvement towards service excellence.

What you will be doing!

• To perform all daily tasks outlined in the shift task list found in SPIKE in a proactive, professional and timely manner with the overall aim to delight our residents with uplifting & blissful moments
• To ensure we Negotiate NO with any request which requires a different solution and creative thinking.
• To greet our residents, their guests, and visitors by Engaging in Eye Contact within 10 steps, nodding with a smile, whilst offering a verbal greeting in 5 steps or less.
• Reactively handling all amenity requests from residents to provide creative options in a timely manner through Quick and Efficient Service ensuring action and follow up through to closure to ensure the resident is delighted noting preferences and preparing for those Everlasting Moments.
• Support the team in maintaining the highest quality database relating to residents’ preferences Understanding each resident is Exclusive in line with Thames City guidelines.
• To ensure consistent knowledge of our vision & roots and all other service standards or operating procedures and assist the Resident Services General Manager in their implementation ensuring our residential & guest experiences at Thames City. 

Role Description: 

The role of the Residential Amenities Executive is to provide a safe and enjoyable residential environment, deliver the highest level of intuitive service, and customer care - combined with personalised communication/interaction with all stakeholders; all in line with the agreed service standards and procedures. Each resident is to be afforded with a unique service experience and every request is to be completed promptly, decisively, and with grace – always adapting, continuously improving.

• Acts as a liaison with all resident’s guests via phone, in person, email, Spike helpdesk and any other communication channel.
• To monitor the resident app SPIKE for new and existing amenities bookings ensuring rooms are prepared on time for the arrival of each resident.
• To respond before escalation to all enquiry requests that come through spike, in email or via phone to ensure the Thames City meets its targets of engagement and escalation in relation to amenity requests.
• To be familiar with event booking for private dining and sky bar.
• To follow Booking Event Orders. (BEO) Ensuring that final details of all events are finalised with the resident at least 7 days out
• Engage and coordinating with the meeting organisers / residents to ensure that all pre-requested, including last minute requests are handled appropriately.
• Supporting the onsite teams in overseeing any events scheduled in leisure areas.
• To follow all Thames City procedures and guidelines in general and specifically quality assurance, FLHSSE.
• To a maximise revenue opportunities and always maintain residents’ satisfaction levels to the standard of the Thames city.
• Report through the use of Fixflow any quality & condition issues discovered through preparation of amenity areas.
• To fully understand the usage of SPIKE, Cinema, KTV, Music System & Booking Room programme ensuring residents requests are entered in a timely manner and followed up through to closure to ensure the guest is delighted.
• Assist with the delivery and support of the Building Safety Act 2022 where appropriate; ensuring that buildings are safe and feel safe for all stakeholders.
• Building trusted relationships and strong rapport with HNWIs#

What can you bring?

• A genuine passion for delivering exceptional customer service, with a proactive and client-focused mindset.
• Strong interest and knowledge in the luxury lifestyle sector, including high-end travel, fine dining, fashion, and exclusive experiences.
• Highly efficient, with the ability to manage time and tasks effectively in a fast-paced environment.
• Excellent organisational skills, with attention to detail and the ability to prioritise multiple responsibilities.
• Reliable and dependable, consistently following through on commitments and delivering high standards of work.
• Empathetic and emotionally intelligent, able to understand and respond to clients’ needs with care and discretion.
• Flexible and adaptable, capable of adjusting to shifting priorities and embracing change within a dynamic workplace.
• Motivated to grow and develop within the company, with a long-term view toward building a rewarding career in a unique and evolving business.
• Must be eligible to work in the UK.

EEO Statement

We are an equal opportunities employer and are committed to creating an inclusive environment for all employees. We welcome applications from all individuals regardless of age, disability gender, gender identity, marital status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We celebrate diversity and strive to ensure that everyone is treated fairly, with respect, and has access to equal opportunities throughout their career with us.