Cover Team Receptionist & Concierge Zero Hours - London Zones 1-6

Purpose of the Role

The main purpose of the role is to provide cover for all absences within the residential department, including pre booked holiday, emergency sickness and training cover requirements. You will be expected to maintain a presence on various front reception & concierge desks offering assistance to all personnel visiting and utilising the building from daily visitors to permanent tenants. Sustain a professional outlook to delivering an exceptional service and creating a lasting impression to all. You will be flexible and be available to work in all locations in London Locations zones 1-6.

Your Rota will be sent to you on a weekly basis for all annual leave cover requirements, however this role requires flexibility to cover sickness absence therefore you may be called on the morning or the same day to make changes to your location if sickness cover is required.

You will be sent to various location for training prior to cover requirements however there may be the rare occasion whereby you are sent to a Reception / Conciegre Desk that you are untrained on.

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.
• Working across various locations in London, with a changing rota which can include various shift patterns but not exceeding 44 hours per week.
• 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.
• To carry out duties in accordance with instructions by your Reception & Concierge Services Line Manager, Building Manager/Supervisor/RFM.
• 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, residents and contractors of the property or properties and be the first point of contact for the building.
• Meet and greet all visitors reporting to the reception/concierge desk and maintain an accurate log of all visitors’ records.
• Where possible each occupying tenant / resident should be contacted prior to allowing a visitor beyond reception/concierge, to obtain their authority.
• To promptly assist and direct all visitors to the site in getting to their required location/contact within the building.
• To answer the telephone and on-site intercom system for all residents queries in a professional manner.
• To maintain and keep up to date accurate reception/concierge operations manual of reception/concierge processes and procedures both site specific and department.
• To maintain a physical presence at the reception/concierge desk it is not to be left unmanned at any time during building opening hours, unless agreed with the site management.
• 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 sign in deliveries for the residents. To document the delivery on the required paperwork and to obtain a signature from the residents (upon providing evidence of ID) when they collect the goods;
• To acquire working knowledge of the property / properties systems and procedures to enable you to take control of the property during permanent team members absences.
• To carefully complete all log reports that may be required and are site specific
• 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, building occupiers, 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.
• To be aware of and abide by all rules, terms and conditions of the company at all times.

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.

Skills, Knowledge and Experience

SIA Security Guarding License & CCTV License welcomed but not essential as training can be provided

Demonstrable experience of front of house concierge and delivering an exceptional customer service.

Confident, articulate communicator – both orally and in writing; able to build relationships with all types of customer and client with a resolution focused mentality, creative in your approach.

Able to work with autonomy and as part of a wider team

Efficient in maintaining administration and record keeping electronically

Demonstrable ability dealing with problems and challenges effectively.

Good knowledge of Health and Safety regulations.

Ability to work under pressure deadlines, able to prioritise and manage time effectively.

Excellent IT skills (outlook, word, excel power point) is required

Knowledge of property management softwares (Locale, Dwellant, PingLocker) desirable

Working Hours - Zero hours 

Salary - £12.23 p/h 

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Please see our Benefits Booklet for more information.