JOB SUMMARY:
The Manager -Front of Househas responsibility for the effective and efficient concierge function across CWRML residential buildings at Wood Wharf.
The role will entail working with the Residential Building Managers (RBM), and other users of the buildings to ensure an exceptional quality of Customer service is provided.
The Manager -Front of Housewill work with the Administration & Operations Manager and will be supported by the Canary Wharf Residential Management Limited senior team.
Annual Salary: Circa £40,000
Closing Date: 4th November 2024
MAIN RESPONSIBILITIES:
* Delivering effective service levels and acting as the representative towards Lessees, Sub-Tenants and Clients as appropriate, ensuring all areas and aspects of the Front of House are fully presentable, serviced and properly maintained. This includes building and maintaining working relationships with the committee of any Residents Association and attending their meetings as appropriate.
* Responsible for the recruitment, on-boarding and training of the Concierge team for One and 10 Park Drive and ordering of all uniform.
* Acting as the main point of contact and Line Management for the Concierge team across the 2 buildings undertaking all probation, mid and end of year appraisals and having regular monthly catch ups with all team members and conducting disciplinary meetings when required.
* To carry out daily quality checks of all common areas and areas managed by Manager -Front of Houseand to proactively address all issues.
* Develop and monitor new initiatives, including training and standardisation or procedures ensuring best performance of the concierge teams at Park Drive.
* Updating and distributing shift rotas, organising cover for holiday and training.
* Organising overtime when required in line with operational budgets.
* Taking sickness / lateness calls for all Concierge team and conducting return to work meetings. And monitoring of absence and lateness.
* Monitoring the Concierge team ensuring consistently high levels of customer service are being delivered, duties are being completed and uniform and appearance guidelines are met.
* Assisting with any complaints that arise and escalating as appropriate.
* Updating Concierge SOPs and training documents.
* Supporting the Concierge team with day-to-day duties and covering breaks on the desk as required.
* Engaging with residents, building professional and caring supportive relationships.
* Liaising with Operations Team & Residential Building Managers to support all building and community events.
* Liaising with the Residential Building Manager in respect of customer surveys and feedback, identifying areas for change and continuous improvement.
* Supporting residents with any queries and directing any maintenance reports to the Building Managers.
* Undertaking daily and weekly inspections of the lobbies and Residents communal areas.
* Access control management including fob programming and cancellation to agreed protocols and maintaining access control databases.
* Reporting and assisting with any cleaning issues as they arise.
* Day to day management of the amenity spaces including room booking co-ordination.
* Establishing and developing working relationships with suppliers and contractors
* BringMe parcel management, registration of new users and including sign in and out of larger items for residents.
* Updating the Yardi system with all move in / move out activity.
* Uploading notifications to residents via the Rent Café system.
* Maintaining the Pet Licence database and approving new applications.
* Administrating the Car Park Permit system alongside the Residential Administration Assistant.
* Raising and approval of POs and Invoices on the Yardi system.
* Undertaking routine daily/weekly safety inspections along with the concierge team and updating the Residential Building Managers.
* Co-ordinate move in / Move outs and ensure that any damage caused is recorded and followed up on.
* Ordering stationary, coffee machine supplies and wines.
* Assisting Residential Building managers with the follow up on breaches (balcony, door, pet, noise, smoking, Airbnb etc).
* Organising events/pop-ups or working with the local retailers to help promote them while enhancing the residents experience living in Canary Wharf.
* To ensure that all incidents with insurance implications are reported to the Insurance Department and to progress the insurance incident report procedures and to keep all the relevant parties fully informed of progress.
* Assisting the Residential Building Managers in updating the customer portal through ensuring regular information is provided to residents, and that information displayed remains current and relevant. Management of this facility and the data displayed in line with the GDPR.
* Ensuring unparalleled levels of service are being delivered to all residents and their guests and always making the site feel like their home.
HEALTH SAFETY AND WELFARE RESPONSIBILITIES
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules & Procedures, and the Health Safety & Welfare Manual.
ENVIRONMENTAL RESPONSIBILITIES
All staff are required to follow the CWG environmental policies for minimisation of waste and effective energy management as defined in the CWG Environmental Manual and Company Environmental Plans.
QUALITY MANAGEMENT RESPONSIBILITIES
All staff are required to comply with the CWG ISO9001 certified Quality Management System and the requirements detailed within Company Quality Manual, Policies and Procedure.
PERSON SPECIFICATION:
* Previous experience in residential property (private rented preferred) or hospitality sectors is essential.
* Experience in supervisory or managerial role within a high-end customer service establishment, together with a flexible, innovative and hands-on approach.
* Excellent communicator and collaborator, with exceptional customer care skills.
* An excellent eye for detail is essential.
* Excellent communication and interpersonal skills displaying understanding of residents needs.
* Good level of computer literacy using Ms Office.
* Excellent written and verbal communication is essential and multi-lingual skills would be beneficial.
* MTPI Level 2 or 3 is highly desirable.
* Able to understand complex legal documentation e.g. Leases.
* Knowledge of Section 20 requirements.
* Working knowledge of Health and Safety requirements and legislation.
* Knowledge of anti-discrimination & equal opportunity legislation.
* Must be pro-active and able to use initiative in order to enhance the building reputation and make the community the best available.
* Flexibility and adaptability.
* Problem solving, well organised and ability to work well under pressure.
* Well-groomed and of smart appearance.
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