Purpose of the Role

The main purpose of this role is to provide night-time concierge cover for absences across the Residential Concierge Department, including pre-booked annual leave, emergency sickness, vacancies, training requirements, and other operational cover needs.

You will be expected to maintain a professional and reassuring presence across a variety of residential properties, supporting residents, visitors, contractors, and other building users while ensuring that the required standards of service, safety, communication, and presentation are maintained throughout the night.

As a member of the Cover Team, you will receive training and gain exposure to a wide variety of buildings, teams, clients, service standards, operating procedures, and occupiers. This will allow you to build strong operational knowledge across our portfolio and become one of the most versatile and experienced concierge professionals within the business.

You must be flexible, dependable, and confident working independently across multiple sites throughout London Zones 1–6, sometimes at short notice.

Your rota will normally be issued in advance for known annual leave and planned cover requirements. However, due to the nature of the Cover Team, you may also be contacted at short notice to respond to emergency absences, changes in operational requirements, or changes of location.

This is primarily a night-working role. Shift patterns will vary depending on the property and may include 12-hour night shifts, weekends, public holidays, and changes of working location.

While the role will predominantly involve night shifts, flexibility to support alternative shift patterns may occasionally be required depending on operational needs.

Adaptability, punctuality, reliability, and personal accountability are essential. The dynamic nature of the role requires you to adjust quickly to different buildings, procedures, teams, residents, and operational environments while consistently maintaining a high standard of service.

Night shifts may involve working independently or with reduced on-site staffing and limited immediate management presence. You must therefore be confident taking appropriate ownership of situations, following procedures carefully, making sensible decisions within your level of responsibility, and escalating issues when required.

Training and site familiarisation will be arranged wherever reasonably practicable ahead of new assignments. In exceptional circumstances, you may be required to support a new location at short notice, in which case appropriate site information, procedures, and escalation support will be provided.

This is a rewarding but demanding role that requires professionalism, resilience, sound judgement, flexibility, and confidence in adapting to different buildings and operational requirements.

Key Responsibilities

• Ensure the highest standards of presentation are maintained at the property or properties at all times. Reception and concierge areas must be kept clean, tidy, professional, welcoming, and in line with required five-star service and audit standards.
• Work across various residential locations throughout London on a changing rota that may include different night shift patterns, weekends, public holidays, and short-notice changes.
• Maintain a consistently high standard of personal appearance and professional conduct. A courteous, helpful, approachable, and professional manner must be demonstrated at all times. Where a uniform is provided, it must be worn correctly and maintained in a clean and presentable condition.
• Carry out duties in accordance with instructions provided by the Reception & Concierge Services Line Manager, Building Manager, Supervisor, Residential Facilities Manager, or other authorised site management.
• Comply at all times with site-specific concierge processes, procedures, operating standards, emergency procedures, and company policies.
• Establish and maintain professional working relationships with residents, colleagues, contractors, visitors, building management, and other stakeholders.
• Act as a professional first point of contact for residents, visitors, contractors, and other persons entering or contacting the building.
• Meet and greet visitors reporting to the reception or concierge desk and maintain accurate visitor records where required.
• Where required by site procedure, contact residents prior to allowing visitors beyond reception or concierge areas and obtain appropriate authorisation.
• Assist and direct visitors appropriately while maintaining awareness of access control and building security procedures.
• Maintain appropriate control of access to the building during night-time hours and ensure that visitors, contractors, deliveries, and other persons are managed in accordance with site-specific procedures.
• Challenge, verify, or escalate unauthorised or suspicious access appropriately and professionally, in accordance with site procedures and within the responsibilities of the role.
• Answer telephone calls, intercom systems, emails, and resident enquiries professionally and provide appropriate assistance or escalation.
• Deal with resident and visitor queries efficiently and professionally. Where matters need to be referred to another department or third party, ensure appropriate information is provided regarding the action taken and any expected follow-up.
• Receive, record, store, and release parcels and deliveries in accordance with site procedures, including obtaining appropriate identification or signatures where required.
• Acquire a strong working knowledge of the systems, procedures, emergency arrangements, and operational requirements of each property you attend.
• Receive a clear and comprehensive handover at the beginning of each shift and provide an accurate handover at the end of the shift.
• Ensure that incidents, outstanding actions, building faults, resident matters, contractor activity, deliveries, alarms, and any other relevant information are clearly recorded and communicated to the incoming team or appropriate management.
• Maintain accurate written and electronic logs throughout the shift, including incident reports, visitor records, contractor records, patrol records where applicable, resident interactions, building issues, and other significant events.
• Respond appropriately to out-of-hours incidents, alarms, building faults, access issues, resident concerns, emergencies, and other operational situations.
• Follow all site-specific escalation procedures and contact the appropriate emergency services, building management, security, maintenance teams, contractors, or management representatives when required.
• Work independently during night shifts, often with reduced on-site staffing, taking appropriate ownership of issues while recognising when escalation or additional assistance is required.
• Comply fully with all lone-working procedures, welfare checks, check calls, book-on/book-off requirements, attendance procedures, and any other safety monitoring processes required by the company or site.
• Maintain a physical presence at the reception or concierge desk as required. The desk must not be left unattended unless authorised by site management or where site procedures specifically require duties elsewhere in the building.
• Where required and appropriately trained, carry out routine patrols or building checks in accordance with site procedures.
• Where required and appropriately trained, monitor CCTV systems, alarm systems, fire panels, access control systems, or other building systems and respond in accordance with site-specific procedures.
• Carefully complete all site-specific reports, logs, checklists, incident reports, and other required documentation.
• Assist residents, visitors, contractors, colleagues, and other building users appropriately in the event of an emergency.
• Be familiar with site emergency procedures, including fire evacuation procedures, emergency contacts, escalation processes, and any relevant building-specific requirements.
• Comply with all Health & Safety requirements, fire safety procedures, company policies, and safe working practices.
• Ensure that contractors arriving on site follow the required contractor management, access, permit, and Health & Safety procedures.
• Do not undertake any task that may present a risk to your health and safety, or the health and safety of others, unless you are appropriately trained, authorised, and equipped to do so.
• Immediately report any hazards, defects, accidents, incidents, security concerns, safeguarding concerns, or Health & Safety issues in accordance with company and site procedures.
• Protect residents’ privacy and confidentiality at all times and handle personal or sensitive information responsibly and in accordance with data protection requirements.
• Maintain appropriate professional boundaries when dealing with residents, visitors, contractors, and colleagues.
• Ensure keys, access cards, fobs, radios, equipment, documents, and other controlled items are handled and recorded securely in accordance with site procedures.
• Remain alert, attentive, and professional throughout the entirety of the shift, including during quieter periods overnight.
• Ensure that personal mobile phones or other personal devices do not interfere with the performance of duties or required levels of attentiveness.
• Carry out any reasonable additional duties required to support the safe and effective operation of the building, provided that these duties are appropriate to the role and the employee has received any necessary training.
• Be aware of and comply with all company policies, procedures, rules, standards, and terms and conditions of employment at all times.