Purpose of the Role

To deliver an exceptional 5-star customer experience to residents, visitors, and guests within a prestigious residential development. As the first point of contact, you will play a key role in creating a warm, professional, and memorable first impression of the building by maintaining an outstanding reception presence and providing a consistently high level of service to all residents, visitors, and stakeholders.

The Concierge will proactively anticipate and respond to the needs of residents and guests, delivering personalised assistance with discretion, efficiency, and attention to detail. You will ensure every interaction reflects the highest standards of hospitality, professionalism, and care, while building positive relationships and enhancing the overall resident experience.

Through excellent communication, a proactive service mindset, and a commitment to exceeding expectations, you will contribute to creating an exceptional living environment and uphold the prestigious reputation of the development.

Key Responsibilities

• Consistently maintain the highest standards of presentation throughout the property, ensuring all reception and concierge areas remain clean, organised, welcoming, and aligned with 5-star service expectations and audit requirements.
• Maintain a professional, polished, and approachable appearance at all times, demonstrating a courteous, attentive, and service-focused attitude. Any company-provided uniform must be worn correctly and maintained in a clean, smart, and presentable condition.
• Carry out all duties in accordance with instructions provided by the Senior Concierge, FOH Manager, Operations Portfolio Manager, and Property Manager, ensuring all tasks are completed to the required standards and also as contained within the staff handbook.
• Fully comply with all concierge processes, procedures, policies, and service standards applicable to the property, ensuring consistency and excellence in service delivery.
• Establish and maintain strong professional relationships with residents, visitors, tenants, contractors, colleagues, and key stakeholders, acting as a trusted and knowledgeable point of contact for the development.
• Deliver a warm, professional, and personalised welcome to all residents, visitors, and guests attending the reception/concierge desk, ensuring all visitor records are accurately maintained in line with site procedures.
• Manage meeting room and communal area bookings within and around the development, ensuring spaces are appropriately prepared, presented, and returned to the required standard following use.
• Manage resident keys securely and responsibly, ensuring all keys are accurately recorded, signed in and out, and handled in accordance with established security procedures and protocols.
• Answer telephone calls, intercom enquiries, and resident communications promptly, professionally, and courteously, ensuring all interactions reflect the highest standards of customer service.
• Maintain a thorough understanding of the concierge FOH handbook, including all site-specific procedures, operational processes, emergency protocols, and departmental standards.
• Maintain a consistent and visible presence at the concierge desk, ensuring it remains attended at all times and residents and visitors receive immediate assistance when required.
• Respond to all on-site enquiries efficiently and professionally, taking ownership of queries where possible and escalating matters to relevant teams or third parties when required. Ensure individuals are kept informed of progress, actions taken, expected outcomes, and timescales.
• Receive, manage, and distribute resident parcels and deliveries with care, accuracy, and discretion, ensuring all processes are followed in line with development systems and procedures.
• Complete all required logs, reports, records, and administrative documentation accurately and within agreed timescales, as required by the employer and Building Manager.
• Carry out regular site inspections to identify and report any faults, maintenance concerns, repairs, security issues, or areas requiring attention. Ensure all findings are accurately recorded within the handover log or relevant reporting system.
• Investigate and respond appropriately to incidents or issues arising within the development, including leaks, fire alarms, security concerns, damage, or theft. Ensure all incidents are escalated, documented, and managed in line with site procedures.
• Undertake all duties in line with health and safety requirements, ensuring appropriate training, authorisation, and competency are in place before carrying out any potentially hazardous tasks.
• Provide appropriate assistance and support to colleagues, residents, and visitors during emergency situations, following established emergency procedures and instructions.
• Support compliance with all landlord obligations relating to health and safety, fire safety, security, and statutory requirements.
• Ensure all contractors attending site comply fully with contractor management procedures, site rules, and health and safety requirements in accordance with company and property policies.
• Demonstrate flexibility and adaptability in response to the changing needs of the business. Due to the nature of the role, employees are expected to undertake reasonable duties and responsibilities outside of those specifically outlined within this job description when required.
• Support the Concierge team in delivering exceptional resident experiences by assisting with resident events, local vendor partnerships, and community initiatives.
• Assist with creating resident communications, including posters, newsletters, and event updates, ensuring all materials reflect Helios’ service standards.
• Support event setup, coordination, photography, and internal communications to showcase resident experiences.
• Act as a true Helios Service Ambassador by demonstrating professionalism, creativity, and a commitment to five-star service.