Department: Residential Estates
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Company: Canary Wharf Residential Management Limited
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Reporting to: Manager - Operations & Facilities
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JOB SUMMARY
Canary Wharf Residential Management Limited (CWRML) are looking for a new Front of House Manager to lead the Concierge team at our leasehold residential buildings over in Wood Wharf. The role will entail working with the Residential Building Managers, and other users of the buildings to ensure an exceptional quality of Customer service is provided.
The Front of House Manager will work directly with the Operations & Facilities Manager and will be supported by the CWRML senior team.
Salary: £40,000
Mon - Fri - 08:30 - 17:30
MAIN RESPONSIBILITIES
* Delivering effective service levels and acting as the representative towards all customers and residents as appropriate, ensuring all areas and aspects of the Front of House are fully presentable, serviced and properly maintained. This includes building and maintaining working relationships with the committee of any Residents Association and attending their meetings as appropriate.
* Responsible for the recruitment, on-boarding and training of the Concierge team for One and 10 Park Drive and ordering of all uniform.
* Acting as the main point of contact and Line Management for the Concierge team across the 2 buildings undertaking all probation, mid and end of year appraisals and having regular monthly catch ups with all team members and conducting any ER meetings when required.
* To carry out daily quality checks of all common areas and areas managed by FOH Manager and to proactively address all issues.
* Develop and monitor new initiatives, including training and standardisation of procedures, ensuring best performance of the concierge teams at Park Drive.
* Updating and distributing shift rotas, organising cover for holiday and training.
* Organising overtime when required in line with operational budgets.
* Taking sickness / lateness calls for all Concierge team and conducting return to work meetings, and continual monitoring of any absence and lateness.
* Monitoring the Concierge team ensuring consistently high levels of customer service are being delivered, duties are being completed and uniform and appearance guidelines are met.
* Assisting with any complaints that arise and escalating as appropriate.
* Updating Concierge SOPs and training documents.
* Supporting the Concierge team with day-to-day duties and covering breaks on the desk as required.
* Engaging with residents, building professional and caring supportive relationships.
* Liaising with Operations Team & Residential Building Managers to support all building and community events.
* Liaising with the Residential Building Manager in respect of customer surveys and feedback, identifying areas for change and continuous improvement.
* Supporting residents with any queries and directing any maintenance reports to the Residential Building Managers.
* Undertaking daily and weekly inspections of the lobbies and Residents communal areas.
* Access control management including fob programming and cancellation to agreed protocols and maintaining access control databases.
* Reporting and assisting with any cleaning issues as they arise.
* Day to day management of the amenity spaces including room booking co-ordination.
* Establishing and developing working relationships with suppliers and contractors
* BringMe parcel management, registration of new users and including sign in and out of larger items for residents.
* Updating the Yardi system with all move in / move out activity.
* Uploading notifications to residents via the Rent Café system.
* Maintaining the Pet Licence database and approving new applications.
* Administrating the Car Park Permit system alongside the Residential Administration Assistant.
* Raising and approval of PO's and Invoices on the Yardi system.
* Undertaking routine daily/weekly safety inspections along with the concierge team and updating the Residential Building Managers.
* Co-ordinate move in / Move outs and ensure that any damage caused is recorded and followed up on.
* Ordering stationary, coffee machine supplies and wines.
* Assisting Building managers with the follow up on breaches (balcony, door, pet, noise, smoking, Airbnb etc).
* Organising events/pop-ups or working with the local retailers to help promote them while enhancing the residents experience living in Canary Wharf.
* To ensure that all incidents with insurance implications are reported to the Insurance Department and to progress the insurance incident report procedures and to keep all the relevant parties fully informed of progress.
* Assisting the Residential Building Managers in updating the customer portal through ensuring regular information is provided to residents, and that information displayed remains current and relevant. Management of this facility and the data displayed in line with the GDPR.
* Ensuring unparalleled levels of service are being delivered to all residents and their guests and always making the site feel like their home.
* To carry out other reasonable duties and training as instructed or required by the business.
PERSON SPECIFICATION
* Previous experience in residential property or hospitality sectors is essential.
* Experience in supervisory or managerial role within a high-end customer service establishment, together with a flexible, innovative and hands-on approach.
* Excellent communicator and collaborator, with exceptional customer care skills.
* An excellent eye for detail is essential.
* Excellent communication and interpersonal skills displaying understanding of residents' needs.
* Good level of computer literacy using Ms Office suite.
* Excellent written and verbal communication is essential, any multi-lingual skills would be beneficial.
* MTPI Level 2 or 3 is highly desirable.
* Able to understand complex legal documentation e.g. Leases.
* Knowledge of Section 20 requirements.
* Working knowledge of Health and Safety requirements and legislation.
* Knowledge of anti-discrimination & equal opportunity legislation.
* Must be pro-active and able to use initiative in order to enhance the building reputation and make the community the best available.
* Flexibility and adaptability.
* Problem solving, well organised and ability to work well under pressure.
* Well-groomed and of smart appearance.
HEALTH SAFETY AND WELFARE RESPONSIBILITIES
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.
ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES
Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.
QUALITY MANAGEMENT RESPONSIBILITIES
In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.
COMPANY VALUES
Commit to Excellence
* Act with integrity and deliver high performance
* Put our customers at the heart of what we do
* Resolve issues by providing high quality solutions
Foster Collaboration
* Find opportunities to collaborate with others across the business to achieve shared goals
* Encourage inclusive networks and treat others with respect and fairness
* Use knowledge to work effectively with suppliers / contractors to meet shared goals
Encourage Engagement
* Confident in making decisions appropriate to the role
* Learn from mistakes and listen to constructive feedback to improve performance
* Prioritise safety and actively support community, wellbeing and sustainability programmes
Take Ownership
* Take pride in delivering high quality service which exceeds expectations
* Committed to opportunities for self-development
* Take responsibility for my own performance and look for ways to improve
Embrace Innovation
* Embrace change and innovation
* Proactively suggest ways to improve our business and encourage others to share ideas
* See new challenges as opportunities to deliver effective change
WHAT WE OFFER
Diversity and Inclusion
We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.
Flexible Working
As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.
Learning and Development
At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.
Other Benefits
We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.
If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.
Early applications are encouraged as we reserve the right to appoint at any point.