Lrm Prime specialise in delivering exceptional bespoke residential management services to upscale residential and mixed-use developments, primarily in the prestigious heart of London.
Location: One Thames Quay - Canary Wharf, London
The Role!
As the General Manager at One Thames Quay, you will lead the concierge team, ensuring that all operational, service, and maintenance targets are met to the highest standards. You will play a key role in delivering a five-star experience for residents, maintaining exceptional building cleanliness, and overseeing health & safety, compliance, and resident services.
This is a hands-on leadership role, requiring a proactive and detail-oriented approach to managing both people and the property.
The Residence!
One Thames Quay is a striking 48-storey, 334-unit, residential tower located in the dynamic Upper East Side of Canary Wharf, London. Designed by the renowned Make Architects, the development offers a collection of stylish one, two, and three-bedroom apartments, each featuring a large private balcony with panoramic views of the River Thames, South Dock, and the Canary Wharf skyline.
Residents enjoy exclusive access to a suite of premium amenities, including a 46th-floor lounge and sky gym, landscaped roof terraces, a private bowling alley, and a media room. The building is strategically positioned to provide convenient access to London's best attractions, excellent transport connections, and the vibrant offerings of Canary Wharf and Greenwich.
What you will be doing!
People Management & Team Leadership
* Recruit, train, and manage the on-site concierge team.
* Conduct regular performance assessments, probation meetings and mystery audits.
* Encourage and motivate colleagues to take responsibility, contribute ideas, and improve services.
* Hold regular staff meetings to keep the team informed and engaged in training and development opportunities.
* Ensure all staff are appropriately presented at all times and comply with uniform and grooming standards.
* Manage seasonal decorations, floral arrangements, and additional planting requirements.
* Work closely with HR on investigations, disciplinary matters, and dismissals when required.
Operations & Service Excellence
* Be a hands-on and visible leader, overseeing daily operations and ensuring consistent five-star customer service.
* Ensure all front and back-of-house areas are maintained to an immaculate standard.
* Oversee the resident app and communication strategy, ensuring seamless engagement with residents.
* Maintain a detailed daily log of all incidents, resident requests, and shift handovers.
* Ensure all operational and department targets are consistently met, including the cleanliness and upkeep of public areas.
* Provide creative and timely solutions to resident requests through quick and efficient service.
Resident & Stakeholder Engagement
* Build strong relationships with residents and stakeholders, fostering a trusted and positive community atmosphere.
* Maintain an accurate and high-quality database of residents’ preferences.
* Attend weekly/fortnightly meetings with the Freeholder’s representatives to report on estate management matters.
Health & Safety, Compliance & Security
* Follow and enforce health & safety and security policies to maintain a clean, safe, and secure environment.
* Ensure all COSHH records are up to date, and staff are trained in its correct application.
* Manage all audit processes, ensuring 100% compliance with health & safety regulations.
* Work with health & safety consultants to ensure all risk assessments are current and the team is fully trained.
* Support the implementation of the Building Safety Act 2022, ensuring buildings are safe and feel safe for all stakeholders.
Facilities & Maintenance Management
* Coordinate all planned and preventative maintenance (PPM), including central plant, FCU/HIU servicing, and contractor access.
* Ensure excellent knowledge of all areas of the building and plant rooms.
* Assist with in-house laundry and external dry-cleaning of towels and staff uniforms.
Financial & Budget Management
* Manage budgets related to staffing, recruitment, training, consumables, and work equipment.
* Oversee welfare consumables, ensuring spending remains within budgetary parameters.
* Create and track monthly reports on SLAs and KPIs for all service contracts.
What we're looking for!
✔ Proven experience in luxury residential or five-star hospitality management.
✔ Strong leadership skills with the ability to motivate, train, and manage teams.
✔ Exceptional attention to detail and a commitment to maintaining impeccable standards.
✔ Solid understanding of health & safety, risk assessments, and compliance requirements.
✔ Experience in budgetary management and financial reporting.
✔ Strong problem-solving skills and the ability to provide creative solutions to resident needs.
✔ Excellent communication skills and the ability to build trusted relationships with residents, stakeholders, and service providers.
Why Join us?
* Work at One Thames Quay, one of Canary Wharf’s most prestigious residential developments.
* Lead a high-performing team in delivering world-class resident services.
* Competitive salary and benefits package.
* Opportunity for career development and progression.
If you are a proactive and detail-oriented leader with a passion for excellence, we would love to hear from you!
Health & Safety
Be aware of, and conversant with the relevant acts including the ‘Building Safety Act 2022’ and the ‘Health and Safety at Work Act’, complying with the regulations set down to ensure the safety of our stakeholders. 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. Record all accidents and incidents according to One Thames Quay H&S Policy. Attend fire lectures and drills in accordance with the law, and to be fully aware to the position of fire alarms, emergency equipment and exits. Never to perform work you are not qualified to do or have not been properly trained for.
Must be eligible to work in the UK