Concierge/Guest Service Agent London, England
Job description
JOB DESCIRPTION FOR CONCIERGE/GUEST SERVICE AGENT
JOB TITLE Concierge/Guest Service Agent
PLACE OF WORK Britannia Point, Colliers Wood
RESPONSIBLE TO Building Manager
HOURS OF DUTY 8-hour shift in the morning or afternoon
PURPOSE OF JOB To be responsible for maintaining the high standards required for a residential development ensuring the best possible service to the building and its clients.
PRIMARY ROLE
- To work as a team with fellow concierge, security, and other members of staff to maintain the high standards required for ensuring the best possible service to the building and its clients
- To ensure that front desk is manned 24 hours and that all shifts are covered, including cover for sickness and holiday periods.
- To assist in the upkeep, maintenance, and day to day operations of the building as expected by the owners and uphold the Health and Safety Policy.
- To work with integrity to maintain the privacy and confidentiality of residents, their guests, and visitors
CUSTOMER SERVICE RESPONSIBILITIES
- To deal with any requests from residents
- To deal with any telephone inquiries in a correct and polite manner, taking messages and ensuring that they are delivered
- To deal with minor complaints in a satisfactory manner and ensure the Estate
Manager (Property) is made aware of details. To make a note of complaint in the diary
- To ensure that all incoming and outgoing mail is handled correctly and speedily
OPERATIONAL RESPONSIBILITIES
- To ensure the diary and handover book are kept up to date and have all relevant information written down to ensure a smooth and professional hand over between shifts.
- To have a full working knowledge of all equipment used in the building
- Take responsibility for the following areas by regular patrols of the residential floors: check for cleanliness and make damage reports for carpets, walls, décor,
lamps, escape stairwells front entrance, lobby, corridors, lifts, signs, windows and external areas, patios, fire doors, refuse rooms, car park etc.
- To ensure all staff working areas, rest rooms etc. are always kept clean and tidy
- Remove any obstructions from fire escape routes
- To assist in the security of the apartments by ensuring the building’s entrance procedures for the residents, guests and contractors are adhered to and reporting any breaches in security to the Building Manager
- To ensure that any stock held is listed and kept to the stock level and to place orders as necessary
- Oversee any deliveries as required
- To supervise the work of contractors employed in respect of property maintenance etc to operate a permit to work system
- To ensure cleaning standards are met and maintained throughout out the common parts of the development within the staff areas
- Maintain the entrance procedure and key holder policy for the individual units in the residential building, regarding contractors, guests, and residents to ensure the security of the units
HEALTH AND SAFETY
- To be fully knowledgeable of fire procedures, flood procedures and lift entrapment for the development and to take part in evacuation tests etc. on a regular basis
- To be familiar with the Health and Safety policy and report any incident or fault etc.
- To be familiar with the emergency procedures and who to call in an emergency
- To record any accidents according to the recording procedures
PERSON SPECIFICATION
PERSONAL RESPONSIBILITIES, SKILLS, AND QUALITIES
- To maintain the highest standards of personal hygiene
- Adopt a flexible working ethic and be prepared to work flexible shift patterns
- To carry out any other duties that may be required such as lettings and taking card payments
- To report for duty punctually
- Excellent communication skills both written and verbal
- Ability to communicate effectively with residential and commercial tenants, staff, and contractors
- Excellent customer care focus
- Commitment to confidentiality of the companies involved with the development and all residents and tenants
- Able to deal sympathetically and firmly with complaints or problems and report or resolve them
- Basic IT skills
Job Type: Zero hours contract
Salary: £10.50 per hour
Schedule:
- 8 hour shift
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service: 1 year (preferred)
Work Location: One location
Reference ID: Concierge BP
Expected start date: 02/01/2023
