Head Concierge

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.

To support the drive and strategy, promoting encouragement of the residential concierge experience in order to meet and exceed our residences expectations, enhancing our reputation for excellence. He or she provides functional assistance and direction to the Front of House Manager and their front of house team 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.

Overview  

As a key front of house supervisory position within the village and a role model to colleagues, residents, their guests and visitors. The role of the senior lifestyle concierge 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. You are expected to be flexible in working shifts at all times and in the event of sickness or absence depending on manning nightshifts may be required. 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.

Responsibilities include but are not limited to: 

• 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.
• Responsible for 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 Residential General Manager in their implementation ensuring our residential & guest experiences at Thames City

Role description and objectives 

• To be based in the Main Lobby areas, publicly visible in the operation during your shift to ensure our reputation to colleagues, residents , their guests and visitors is immaculate and if there is any concern to immediately escalate it to senior management accordingly.
• To represent Thames City as a role model to colleagues, residents, their guests and visitors professionally at all times in a kind, caring and compassionate manner.
• To ensure that weekly auditing of skill and knowledge is carried out within the front of house teams. • To report directly to the Front of House Manager deputise on their behalf on holidays, weekends or in their absence and to work closely with the concierge team to be in control of all happenings in the front of house.
• 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.
• To have full and thorough knowledge of crisis management and to respond to support in the event of all crisis situations efficiently. Always carrying a phone, master keys, radio and other mobile communication units in pouches and not on display.
• Ensure the team are aware of statutory, legal, contractual, contingency, and service requirements - at all times in relation to access to apartments.
• Ensure compliance with the Landlord Tenancy Act 1985, and completion of all obligations relative to the lease and service agreements, including all aspects of lifestyle and managing agent services as identified by the stakeholders.
• Ensuring that accurate logs are maintained for all visitors, contractors and deliveries; safeguarding that resident-visitors are announced/escorted as per the resident’s prearranged requirements.
• To ensure the concierge teams are ready and trained to deal with DOWNTIME operations through the use of offline systems.
• To make decisions and take appropriate action in regard to any challenges, problems, conflicts and emergencies in the residences, escalating these as appropriate.
• To ensure the team are fully familiar with the use of HOTSOS and follow up on service orders which are escalating against the front of house assignments.
• To record all happenings in the residences in the executive handover DMook Pro on a daily basis. Share the necessary information promptly with senior EXCO team (Executive Committee) accordingly.
• In the absence of the front of house manager assume overall responsibility for service quality, service delivery, colleague discipline, resident/colleague satisfaction, safety/ security and maintenance within the front of house manager
• In the absence of department management to be present to witness any complaint or an incident; to assess, compensate if appropriate and ensure resolution.
• To monitor, investigate and update all residents comments that have been given on a daily basis, highlight shortcomings in the executive handover proposing appropriate action to avoid future recurrence.
• Support the front of house manager by establishing relationships with local attractions, restaurants and 3rd party service providers; in anticipation of adding value and enhancing resident experiences.
• Coaching new starters through their training ensuring that all concerns are communicated to the front of house manager.
• Ensure that regular floor walks and security checks are completed where necessary and that all details are logged, and reported to the relevant parties.
• Monitor and regulate when needed all access to the property, administering/controlling right of entry for all suppliers, contractors and visitors.
• Report to the front of house manager any missing emergency equipment from within your department. (security first aid kit included), ensuring readiness all times for use in the event of an incident or emergency. 
• Ensure that all keys/fobs/cards leaving the control area through Traka are appropriately administrated and returned at end-of-day. ensure a safe and secure building at all times.
• To professionally assist with, and assume a piloting role during move-in activities – ensuring the safety, security and well-being of the organisation and all its stakeholders. To ensure the smoothest resident move-in and move-out process.
• Managing all residents’ deliveries ensuring accuracy in reporting and appropriate notifications are sent out to residents as required through relevant App’s .
• Work closely with the goods in team to ensure a seamless handover of parcel management • Manage as required any resident booking systems and requirements for the amenity spaces in line with our sop’s in the absence of the amenities team.
• Ensure team are able to make recommendations to residents on local area attractions and assist with restaurant reservations, ticketing and transport arrangements as requested.
• To fully understand the usage of spike, hotsos, 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 resident is delighted.
• Building trusted relationships and strong rapport with HNWIs
• To work closely with the N6 concierge outside of the hours of the N6 operations manager to answer any questions they may have.
• To attend departmental training as per the schedule.
• Supporting the onsite teams where needed to ensure any events scheduled in leisure areas go smoothly whilst on duty.

Desirable skill set 

• High Efficiency
• Organisational Skills
• Dependability
• Sympathetic
• Service driven
• High standard of written and spoken English
• Additional language skills beneficial
• Assertive, show initiative and have a very keen eye for detail
• Curious
• Cultural Understanding
• Solution Driven
• Communication Flair
• Persuasiveness
• Team Mentality
• Adaptability
• Eligible to work in the UK
• Mandarin speaking welcomed

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.