Stratton Recruitment are proud to be working with a prestigious development within London’s premiere destination for living. Our client is looking for an experienced Night Concierge or Night Manager to join their team, bringing with them a wealth of experience, meticulous presentation and first class customer service skills.

The successful candidate will be required to work 19:00-07:00 on a 4 On/4 Off basis.

KEY RESPONSBILITIES

The Night Concierge will have principal responsibility for the front of house customer service routines associated with the development/s, ensuring the highest quality of service is provided, commensurate with the requirements of any management contract, lease/s, service level of agreement or otherwise.

MAIN DUTIES

Front of House

Act as an ambassador of the client’s brand, recognising the importance of exceling at customer service both externally and internally.

• Always interact in an enthused and empathetic manner.
• Answer the phone politely, identifying yourself and the brand.
• Answer emails and any other medium of correspondence politely, identifying yourself and the brand.
• Respond to complaints or concerns and find the appropriate solution. Seeking the support of your wider team as appropriate.
• Be empathetic in relation to our customers’ requests, queries, or concerns.
• Request further inhouse training or learning if you deem it is required.

Asset Management

To support the ongoing asset management routines of the development, aiming to ensure contract, risk and mobilisation management tasks are completed in an efficient and timely manner.

Mobilisation: Supporting the client’s mobilisation process. This will include but is not limited to: –

• Liaising with key stakeholders such as the client, outgoing agents, the new business team, client relationship team and employees generally.
• Ensuring mobilisation tasks are meticulously completed and recorded in the relevant systems.
• Helping to enhance the customers initial experience of the client via the completion of the mobilisation actions in and efficient and timely manner.

Risk Management: Taking ownership of the developments on site risk management routines, utilising our client’s systems and processes to ensure compliance. This will include but is not limited to: –

• Liaising with the client relationship / support team, contractors and customers to facilitate risk assessments and routine risk management tasks.
• Maintaining a detailed audit trial of all actions and certification within the client’s system.
• Reporting on compliance levels within the development and defining actions to improve the same.

Contract Management: Support the developments contract management routines, utilitising the client’s systems to ensure the appropriate contracts are tendered, implemented and any arising actions recorded.

• Liaise with the client relationship / support team and contractors to ensure each development has a completed and appropriate contract schedule implemented.
• Ensure the necessary information is saved to the client’s systems and any relevant actions are diarised as appropriate.

PERSON SPECIFICATION: 

Our client is responsive, dynamic and take pride in what they do, they are meticulous in their approach, so that customers experience great service. Our client is committed to:

Company Values

You should always display our client’s key values: 

• Meticulous– preparation, process, detail, diligent, methodical, specific
• Dedicated – commitment, belief, passion, self-discipline, enthusiasm
• Smart – innovative, resourceful, original, creative, effective
• Supportive – collaborative, honest, communicative, flexible, team-player

Customer Service

Act as an ambassador of our client’s brand, recognising the importance of exceling at customer service both externally and internally. 

• Always interact in an enthused and empathetic manner 
• Answer the phone politely, identifying yourself and the client’s brand. 
• Answer emails and any other medium of correspondence politely, identifying yourself and the client’s brand.
• Respond to complaints or concerns and find the appropriate solution. Seeking the support of your wider team as appropriate.
• Be empathetic in relation to our customers’ requests, queries, or concerns.
• Request further inhouse training or learning if you deem it is required. For line management roles you must seek to embed the same into your team.

Health and Safety 

We are committed to ensuring the health and safety of our Employees, clients and anyone affected by our business activities and to providing a safe environment for all those attending our premises. 

Every employee plays a part in ensuring this is achieved, remaining mindful that you will take care in everything you do: 

• All employees should use our client’s smart technology to record and manage their safety routines, learn from trends and seek to improve together.
• All employees should be dedicated to keeping their sites, residents, visitors, team and workplaces safe.
• All employees should be meticulous in their approach to safety, tracking, inspecting, monitoring, auditing, reviewing, recording and learning.
• All employees should support each other to ensure we take care of our physical and mental wellbeing. 

In particular we are committed to maintaining safe and healthy working conditions through control of the health and safety risks arising from our work activities taking steps to prevent accidents and cases of work-related ill health. Employees should be conscious to their responsibilities in this regard and seek clarity if they so require it.

Financial Management

In the context of this role, you will be required to support the wider team with the ongoing financial management of the development. Remaining conscious of development budgets, asking for information as needed.