Purpose of the Role

The Senior Concierge role at Elephant Park is to deliver exceptional five-star front-of-house service, acting as the primary point of contact for residents, visitors, staff. The post holder ensures a professional, welcoming, and efficient environment at all times by maintaining high standards of presentation, managing resident services (keys, parcels, bookings, queries), supporting operational administration (SOP reviews, monthly reports), conducting site inspections, and coordinating weekend coverage as required – all while prioritising health and safety, and resident satisfaction.

Key Responsibilities

·      Ensure the highest standards in presentation at the property or properties are maintained at all times. Reception/Concierge area is kept clean, tidy and welcoming and to five star audit standards.

·      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.

·      Undertake duties as directed by the FOH & Concierge Services Line Manager and perform any duties aligned with the job description as reasonably requested by the Building Manager.

·      To comply at all times with the concierge processes and procedures and standards of work assigned to the property or properties.

·      Establish a professional working relationship with all of the staff, tenants and contractors of the property or properties and be the first point of contact for the building.

·      Act as the primary point of contact for the sites of Elephant Park during weekends and on week days FOH Manager is absent, providing support across all sites as required.

·      Be in charge of the Park & Sayer concierge desk, acting as primary support for residents, visitors, and staff.

·      Meet and greet all visitors reporting to the reception/concierge desk and maintain an accurate log of all visitors’ records.

·      Manage on site booking requirements for key access areas, in and around the development.

·      Handle and administer residents keys, making sure these are signed in and out on a daily basis in line with development systems and protocol.

·      To maintain and keep up to date accurate reception/concierge operations manual of reception/concierge processes and procedures both site/tenant specific and department.

·      Review SOPs and concierge manuals regularly to ensure they remain current and compliant.

·      Support the Line Manager with the preparation of monthly reports and any required administrative material.

·      To maintain a physical presence at the reception/concierge desk it is not to be left unmanned at any time.

·      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.

·      To handle parcels and packages that have been delivered on a daily basis. Manage and administer residents deliveries and returns, via development systems and protocol.

·      To carefully complete all log reports that may be required by the employer or the building manager.

·      To conduct site walk rounds on a daily basis, all faults/maintenance and repairs reported to the development manager and to the relevant contractor. These reports passed over within the hand over log or appropriate system.

·      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 hand over log or appropriate system.

·      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, residents and visitors in the event of an emergency.

·      To comply with and ensure that the landlord obligation for health and safety and fire precautions are always met.

·      To ensure that contractors arriving on site adhere fully, to requirements for contractor management and site H&S in line with the company and site procedures.

·      It is the nature of 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 where tasks are not specifically covered in the Job Description and have to be undertaken.

·      Overlook the rota for Park & Sayer and liaise with the FOH support team to arrange cover for any absences or shortages, including all EP sites rotas on weekends and during FOH Manager absence.

·      Organise cover for patrols/ lunch cover for the single manned sites

·      Support in mobilising new sites, including setting shared folder, Traka system, parcel room, procedures and manuals

Skills, Knowledge and Experience

·        Experience in luxury residential/hotel concierge or front-of-house roles.

·        Outstanding customer service and communication skills for five-star delivery.

·        Strong organisational abilities, including rota management and staffing cover coordination.

·        Proficient in resident services (keys, parcels, visitor logs, bookings).

·        Skilled in administrative tasks (SOP/manual reviews, monthly reports, record-keeping).

·        Solid knowledge of health & safety, fire precautions, and emergency procedures.

·        Experience conducting site inspections and reporting/incident investigation.

·        Competent with intercoms, phones, and property management systems.

·        Highly flexible and adaptable in a varied, unpredictable environment.

·        Proven ability as multi-site point of contact, including weekend support and relationship building.

Working Hours - 12 hrs shifts, (7/8am to 7/8pm with 1 hour unpaid break)

38.5 hrs a week on average

Salary - £37,500 per annum

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Please see our Benefits Booklet for more information.