Purpose of the Role

The Night Concierge plays a crucial role in delivering a five‑star residential experience, maintaining a strong, professional, and reassuring presence at the concierge desk throughout the night. This position ensures that residents, guests, and visitors receive exceptional service aligned with the standards of a luxury hospitality environment and the expectations of Television Centre.

You will guide the overnight customer journey with the same care and attention expected in a 5‑star hotel, providing intuitive, proactive, and personalised support while ensuring the safety, comfort, and security of all building occupants. As the primary point of contact during out‑of‑hours periods, you will oversee access management, respond to resident queries, coordinate essential services, and uphold a consistently immaculate front‑of‑house environment.

Working closely with the management and the wider onsite team, you will contribute to service excellence by embodying a warm, confident, and people‑focused approach. You will support the enhancement of resident engagement initiatives, maintain a welcoming and well‑presented lobby, and ensure a seamless, professional ‘One Team’ experience overnight.

Key Responsibilities

Front of House & Resident Service

· Ensure the reception and lobby areas are presented to immaculate five‑star standards at all times

· Maintain a polite, professional, and welcoming demeanour, ensuring appearance meets Savills uniform and grooming expectations

· Meet and greet all residents and visitors, maintaining an accurate log of all arrivals

· Provide exceptional customer service, assisting residents with everyday enquiries, lifestyle requests, and concierge support

· Manage all incoming calls and intercom enquiries professionally and promptly

· Build trusted relationships with residents, understanding their individual preferences and needs.

· Facilitate access for authorised guests, contractors, and house staff in line with building protocols

Security, Access & Night Operations

· Maintain full ownership of the concierge desk during night hours

· Ensure robust management of security and access controls for all non‑residents at night

· Work closely with the on‑site Security Team as required

· Conduct regular patrols of the building and immediately report safety concerns, faults, or security risks

· Record all events, incidents, and observations within the handover log

· Support emergency response procedures, ensuring compliance with fire, H&S, and site‑specific protocols

Deliveries, Keys & Administration

· Manage receipt, logging, and distribution of residents’ deliveries in line with development systems

· Handle key management, ensuring strict compliance with sign‑in/sign‑out policies

· Maintain up‑to‑date operational documentation, including the site FOH Handbook

· Action email enquiries and resident requests in a timely and accurate manner

· Ensure accurate logs for visitors, deliveries, incidents, and maintenance reports

Health & Safety

· Conduct H&S walk rounds of the building during the night shift

· Log all defects, maintenance issues, and risks, reporting them to the site management team.

· Monitor systems such as alarms, lighting, access doors, and report abnormalities immediately

· Investigate, report and document issues such as leaks, alarms, or resident complaints

· Follow all Savills and site‑specific H&S procedures, risk assessments, and training requirements.

· Report unsafe conditions, accidents, and near‑misses immediately

· Do not undertake tasks for which you are not trained or competent

· Assist in emergency procedures, including fire, evacuation, and incident response, if the appropriate training or qualifications have been received

Teamwork & Communication

· Support colleagues and contribute to a positive team environment

· Provide thorough shift handovers, ensuring continuity of service

· Communicate effectively with day staff, management, security, and contractors

· Assist with training and onboarding of new team members where required

Brand & Experience

· Act as an ambassador for Savills and Television Centre, delivering a premium and personalised experience

· Keep up to date with local amenities, new openings, and neighbourhood services to support residents

· Demonstrate strong attention to detail and a proactive, solution‑focused approach at all times

This job description is not exhaustive and you will be provided with a full SOP; both of these documents may be amended as required to meet operational needs. Flexibility is expected across duties in line with Television Centre Residential operations.

Skills, Knowledge and Experience

Essential

· Demonstrable Front of House or residential concierge experience

· Strong communication skills: articulate, confident, and professional

· Excellent customer service ethos with a polished and service‑led approach

· Ability to work autonomously during night hours

· Strong problem‑solving abilities and attention to detail

· Proficient in IT systems and electronic record management

· Good understanding of Health & Safety, fire safety, and emergency procedures

· Experience managing access control, key handling, and visitor processes

Desirable

· Experience working at a luxury residential development

· Knowledge of Shepherd’s Bush, White City, Notting Hill, or West London areas

· Familiarity with residential concierge software such as Traka. Parcel Tracker

Working Hours - 12 hrs shifts, 19.00-7.00. 42 hrs a week on average

Salary - £33,000.00 per annum

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Please see our Benefits Booklet for more information.