Purpose of the Role

Overall, Purpose/Aim:

The concierge plays a pivotal role in fostering a strong sense of community among occupiers through carefully curated events, enlivenment, and activation. This responsibility extends well beyond organisation; the concierge acts as the pulse of the building, understanding occupiers’ wants and needs and using that insight to deliver experiences that encourage engagement and connection. Through a personal and thoughtful approach, they help transform the building into a destination where people genuinely want to spend time.

An expert multitasker, the concierge balances occupier engagement with day-to-day operational support, while maintaining a welcoming and dynamic environment. Combining excellent customer service, local area knowledge, and sound logistical awareness, the role is essential in delivering a smooth, professional, and memorable experience for all. As a service professional, you will be expected to guide the onsite customer journey, tailoring each guest's experience to reflect the standards of a 5-star luxury hotel. You will be proactive, intuitive, and confident in engaging with clients daily—creating a seamless workplace experience and curating uniquely personal interactions that leave a lasting impression.

The successful candidate will report to the Front of House Manager and will be a people-oriented, trustworthy, and effective communicator. You will support the delivery of personalised services, contribute to service enhancements, and help coordinate engagement events within the hospitality area. Working alongside your manager and onsite colleagues, you will also help plan and execute community-building events and activities.

As a flexible and adaptable individual, you will take pride in ensuring the lobby and front of house area are impeccably presented and guest-ready at all times, reflecting a seamless and welcoming experience. A warm personality, combined with a natural flair for engaging with stakeholders and team members, will be key to promoting a ‘One Team’ approach and ensuring an outstanding visitor experience.

Key Responsibilities

· Ensure the highest standards of presentation are consistently maintained, with particular attention to the immaculate appearance of the buildings event space along with assisting the Front of House Manager with the appearance of the reception lobby—meeting five-star audit standards at all times. Your own personal presentation should reflect the same standards of the environment you work within. A courteous, professional, and approachable manner must be maintained at all times. Uniform should be kept clean and in excellent condition.

· Embrace a collaborative environment where the experience and expertise of your manager and colleagues are respected and valued.

· Deliver a proactive and personalised visitor experience, involving lobby hosting, advance planning for tailored welcomes, concierge services, and working closely with the Front of House Manager to ensure flawless service during VIP and group visits.

· Maintain a consistent five-star level of service delivery at all times.

· Support the Front of House Manager as a key point of contact for all occupier queries, escalations, and general front-of-house operations.

· Regularly review and contribute to the improvement of Front of House SOPs, operational manuals, and Health & Safety policies.

· Proactively developing relationships with the local community and businesses curating exclusive events, offers and recommendations to enhance the occupier experience. Build strong local knowledge to offer a concierge-style service to tenants and guests—recommending nearby restaurants, shops, transport options, and local events in the City of London.

· Devise and implement service innovations and suggestions for continuous improvement to ensure service excellence

· Carry out ad hoc tasks and support the Front of House Manager, Operations Portfolio Manager, and Property Management team as required.

· Establish and maintain professional working relationships with occupiers, contractors, and all staff within the building.

· Greet, assist, and direct all visitors promptly and efficiently to their required destination or contact within the building.

· Respond professionally to telephone and email queries.

· Work closely with the FOH security staff to ensure exceptional standards of customer journey throughout.

· Maintain a visible and consistent presence within the reception lobby area, which must not be left unmanned during building opening hours.

· Ensure compliance with all landlord health and safety obligations and fire regulations.

· Always remain aware of and abide by all company rules, terms, and conditions.

· Manage the curation of events and building enlivenment initiatives, engaging with occupiers to deliver a premium lifestyle and concierge offering, both in person and via the building app. This includes assisting with the planning, coordination, and execution of high-quality occupier engagement programme, including social, wellness, sport, and ESG initiatives within the building to enhance the client experience and foster community engagement.

· Assist with meeting & event booking set up in the Level 9 event space.

· Design and distribute on-brand posters, marketing materials, and communications to promote building updates and upcoming events.

· Support the smooth day-to-day running of reception and Level 9 operations, working closely with the FOH Manager to maintain high service standards.

· Assist the Front of House Manager in maintaining engaging and up-to-date content on the building app, helping to promote events, services, and tenant communications

· Drive tenant participation by engaging with occupiers, promoting activities, and encouraging use of the building app.

Skills, Knowledge and Experience

Due to the nature of work at SMR, tasks and responsibilities can often be unpredictable and varied. As such, all staff are expected to work flexibly when required, including undertaking duties not specifically outlined in the job description.

Essential

• Proven experience in a 5-star customer service environment, ideally within corporate reception or luxury hospitality.

• Confident, professional, and assertive with strong attention to detail and a curious, solutions-focused mindset.

• Possess a warm, approachable, and bubbly personality while maintaining professionalism at all times, and thrive in a culture of collaboration, trust, and high standards.

• Demonstrated experience working in a luxury setting, providing boutique services and engaging with VIP clients—exercising discretion and professionalism at all times.

• Highly observant of your surroundings and occupier needs, ensuring consistently high service levels and prompt attention to all visitors and tenants.

• Exceptional understanding of 5-star service delivery and the ability to exhibit excellent hospitality skills with every interaction.

• Confident in handling challenging situations or individuals calmly and professionally.

• A proactive and forward-thinking approach, regularly contributing innovative ideas to enhance the service experience.

Desirable

• Proficient in the full suite of Microsoft applications, including Word, Excel, PowerPoint, Access, and Outlook.

• Design and creative skills, including familiarity with Canva or Adobe Photoshop.

• Familiarity with Savills systems and internal processes.

The attributes listed under ‘Desirable’ are not essential, and training will be provided for the more technical aspects of the role.

Working Hours - 40 hours a week, 8am-5pm & 9am-6pm

Salary - £35,000

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Please see our Benefits Booklet for more information.