Residential Concierge Team Manager - Ethos Farm

Ethos Farm are proud to be providing Residential Concierge and Parcel Service at Battersea Power Station on behalf of our client.

We put people at the heart of every great experience. Working with our clients globally, we help them to deliver extraordinary customer service that creates brand loyalty and differentiation. We do this through our consultancy and training services, and by providing highly skilled and passionate guest experience professionals to represent their brands at destinations in the UK and USA. We take pride in the fact that we’re always making a difference and adding value. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience.

Role purpose

The primary purpose of this role is to provide visible, energetic, proactive and engaging management of your team to enable the delivery of exceptional and consistent standards of service, operational performance and team engagement.

Key responsibilities

• Provide proactive line management of your team and first line response to operational situations.
• Be visible to your team and residents as one of the on-shift Residential Concierge provision.
• Manage the deployment and rotation of your team on-shift to ensure team wellbeing and to meet operational needs, in collaboration with the Team Leader Support.
• Work as part of the operational team, delivering service to residents and conducting functional job tasks; also cover team members as required during breaks and other situations that require flexibility.
• Provide support and care for your team so that they feel valued.
• Provide feedback and recognition so that team members know how they’re performing.
• Provide coaching and direction to team members to help them improve their performance where required so that every individual can deliver exceptional and consistent standards of service and operational performance.
• Complete regular performance check-ins, one-to-one, and personal development conversations to support the development of individuals in your team and manage underperformance where required.
• Complete all line management and administration activities for your team of direct reports including Return to Work interviews, investigations, training completion etc.
• Ensure team members are up to date and confident to deliver processes consistently and in line with documented operating procedures.
• Conduct audits and close-out action to ensure that the environment is safe, clean, tidy and well maintained for residents and team members.
• Help team members to understand expectations, changes to operations, and the reason for decisions.
• Work with the client and other service partners across the estate to resolve challenges, share best practice, and implement improvements.
• Be solutions focused and take accountability for resolving team challenges and operational challenges.