Purpose of the Role

The main purpose of the role is to maintain a presence on the front desk and providing a welcoming, courteous and polite reception to all residents and visitors, maintaining the high standards of the residential development at all times.

Key Responsibilities

• To work closely with the Client Services Manager/Property Manager and other employed staff within the property in ensuring that the highest standards at the property or properties are maintained at all times.
• Establish a professional working relationship with all of the staff, residents and contractors of the property or properties and be the first point of contact for the building.
• Ensure the concierge area is kept clean, and tidy and meets residents' expectations and company standards.
• Maintain a physical presence at the reception/concierge desk it is not to be left unmanned at any time.
• To know the residents by sight and name and greet when entering and leaving the building. To be polite and personable to all visitors, contactors and residents.
• Conduct sites walk rounds, if instructed, on a daily basis, and all faults/maintenance and repairs are reported to the building management/property manager team and relevant contacts, as per site instructions. Physical or electronic reports are completed each time and passed over within the handover, log or appropriate system to the building management/property manager.
• To carry out full inspections of the building at commencement of shift, periodically throughout the shift and at end of the shift.
• Where applicable, to ensure detailed handover notes are written and made available to the next Concierge staff member coming on shift as to ensure a seamless transition.
• To be proficient with all Microsoft applications and Outlook
• To be familiar with the lease relating to the development employed at and be able to locate key information
• To respond to all incoming issues the same day even if a resolution cannot be found, and to alert the property manager to any resident concerns or complains immediately.
• To ensure outlook calendars are kept up to date with all meetings and appointments. To diarise any work which needs regular attention in outlook and follow up accordingly.
• Comply at all times with the concierge processes procedures and standards of work assigned to the property or properties.
• Personal appearance is to be of a very high standard at all times. A courteous, professional, helpful nature must be displayed at all times. If a uniform is supplied, it must be kept in an acceptable and clean condition at all times.
• Answer the telephone and on-site intercom system for all residents’ queries in a professional manner and follow site protocol when providing access to the site.
• Maintain and keep up-to-date accurate reception/concierge operations manual of reception/concierge processes and procedures both site/tenant specific and department.
• To report breaches of lease obligations to Client Services Manager/Property Manager
• To continuously monitor and notify Client Services Manager/Property Manager of sub-letting of units
• Maintain an up to date list of emergency services and contractors telephone numbers
• To be familiar with all aspects of the site including location of stop cocks (main and individual), shut off points for gas and electricity and manual override for gates
• To maintain a key log for residents including authorisation sheets and only release keys to those whose are named on the authorisation sheet
• To ensure all visitors and suppliers sign in and out of the building
• To receive deliveries on behalf of leaseholders and issue parcel collection notices accordingly
• To receive post and distribute to relevant post boxes and return to sender incorrectly named post
• Handle and manage deliveries and returns via development systems and protocol.
• Handle and manage residents' keys, making sure these are signed in and out on a daily basis in line with development systems and protocol. Manage on-site booking requirements for key access areas, in and around the development.
• To notify the Client Services Manager/Property Manager where works are carried out within individual flats which may require a licence for alteration
• To be aware of all contractors working on site and ensure relevant permits such as working at heights, hot works or roof permits are issued. To ensure all onsite log books are completed where relevant when contractors visit.
• To report any maintenance or breakdowns immediately to the Client Services Manager/Property Manager and continue to provide updates to both the Client Services Manager/Property Manager and the residents.
• Deal with all queries on site efficiently and professionally and as appropriate direct queries to third parties for action, ensuring the person raising the query is informed of the action taken, the expected outcome and the timeframe involved.
• To check contractors work once complete and report back to Client Services Manager/Property Manager.
• To monitor vehicles entering and leaving estate ensuring that residents park in their allocated bays.
• To programme new fobs when required and delete lost ones from list
• To inform residents of all estate and local activities and forthcoming events which may affect the day to day running of the estate
• To maintain accurate reports of any incidents
• Monitor all access points in direct view and use systems (CCTV – view only mode, if not SIA Licensed), if available, for other locations. Check and screen all visitors ensuring they have permission to be present on the site. Report any suspicious/unusual behaviour, calling the police if necessary.
• To attend Savills staff meetings and events when required.
• To oversee regular maintenance contracts and report back to Client Services Manager/Property Manager as required e.g. lift maintenance, plant room maintenance and cleaning.
• Investigate faults and issues that arise within the development, this can be from leaks to fire alarms or bike theft. These reports have to be documented within the handover log or appropriate system.
• Comply with and ensure that the landlord's obligation for health and safety and fire precautions are always met. The employee is not to undertake any task that may be a risk to their health and safety unless suitably trained.
• To assist other employed staff, building occupiers and visitors in the event of an emergency.
• To acquire working knowledge of the technical equipment in the property / properties and be certain of how to obtain prompt assistance with defect or malfunctions that may arise.
• To assist the property manager raise works orders upon request.
• To assist other members of the concierge team and help to train them as and when necessary.
• To acquire working knowledge of the property / properties systems and procedures to enable you to take control of the property during your shift.
• Carefully complete all log reports that may be required by the building and Savills management.
• To deal with all queries on site efficiently and professionally and as appropriate direct queries to third parties for action, ensuring the person raising the query is informed of the action taken, the expected outcome and the timeframe involved.
• Participate in company training schemes as presented and ensure that continuous professional development is ongoing and relevant.
• Carry out duties in accordance with instructions by your FOH & Concierge Services Line Manager, Property Manager/Supervisor/RFM
• It is the nature of the work of SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises when tasks are not specifically covered in the Job Description and have to be undertaken.
• To carry out any other reasonable duties as Savills management may from time to time consider necessary.