Assistant Manager - Front of House

Department: Residential Estates

Company: Canary Wharf Residential Management Limited

Reporting to: Manager – Front of House

Job Summary: Reporting directly to the Manager – Front of House, the Assistant Manager – Front of House plays a key role in delivering an exceptional living experience for all residents. As a CWRML brand ambassador, you will uphold the highest standards of customer service and support the smooth running of the Front of House operation across multiple buildings. This is a night-based, floating role, providing leadership support to the Concierge team, covering the front desk when needed, and stepping in for the Manager – Front of House during their absence.

Annual Salary: £38,480

Working Hours: 7pm-7am, 4 on 4 off, shifts across Monday to Sunday

Closing Date: 17th October 2025

Main Responsibilities

• Support the recruitment, onboarding, and training of Concierge team members across all Southbank Place buildings, with a particular focus on the night team.
• Act as the main point of contact and line manager for the Concierge team in the absence of the Manager – Front of House, including handling absence calls and arranging cover.
• Provide regular feedback on team performance and assist the Manager – Front of House with probation reviews and mid-/end-of-year appraisals. Lead appraisals for the night team.
• Hold regular catch-ups with night team members and the Manager – Front of House.
• Ensure exceptional levels of service are consistently delivered to residents and guests, maintaining a welcoming and homely environment.
• Assist with rota planning and circulate weekly rotas.
• Monitor performance of the Concierge team, ensuring duties are completed, customer service is consistent, and appearance standards are met.
• Support in handling resident complaints and elevate issues when required.
• Assist the Concierge team with daily front desk duties as needed.
• Build positive relationships with residents through professional and caring engagement.
• Collaborate with the Residential Building Manager and Manager – Front of House to support building and community events.
• Assist with resident move-ins, including conducting apartment and appliance inductions.
• Proactively escape any service or performance issues for prompt resolution.
• Review CCTV footage when instructed by the Manager – Front of House, ensuring all activity is conducted in line with GDPR, data protection policies, and in any other scenarios requiring discretion and confidentiality.
• Provide residents with local area knowledge and guidance.
• Work with the Residential Building Manager on customer surveys and feedback to support continuous improvement.
• Support move-in and move-out processes and carry out relevant check.
• Handle resident queries and escalated maintenance requests to the Residential Building Manager or Residential Facilities Manager.
• Conduct daily and weekly building inspections.
• Manage access control, including programming and cancelling fobs in line with protocols.
• Report and follow up on any cleaning or hygiene issues.
• Oversee the issue and cancellation of door entry fobs and maintain the access control database.
• Help ensure the building remains safe and is managed in line with CWRML procedures.
• Develop strong working relationships with contractors and suppliers.
• Manage day-to-day operations of amenity spaces, including room booking coordination.
• Oversee Bringme Box parcel management and record large item deliveries for residents.
• Carry out routine safety inspections and update the management team accordingly.
• Provide full cover for the Manager – Front of House during absences.
• Be available to respond to emergency out-of-hours calls on a rota basis.

Person Specification

• Proven experience in the residential property or hospitality sectors is essential.
• Previous supervisory or managerial experience in a high-end residential environment, with a flexible, hands-on, and innovative approach.
• Outstanding customer service skills, with the ability to manage complaints and challenging situations calmly and professionally.
• Strong leadership qualities with experience in team management, training, and mentoring.
• Excellent verbal and written communication skills.
• Familiarity with building management systems, including access control and incident reporting.
• Proactive attitude towards problem-solving and a drive for continuous improvement.
• Willingness to work flexible hours, including both day and night shifts as needed.
• Team-oriented mindset with a collaborative working style.
• Holder of a relevant TPI qualification is preffered, or willingness to obtain it within the first year of employment.
• Ability to interpret and understand complex legal documents such as leases. Skilled in producing professional written material to meet deadlines.
• Well-organised, composed under pressure, and strong at resolving issues efficiently.
• Able to build and maintain positive relationships with residents, colleagues, contractors, external stakeholders, and other Canary Wharf Group employees.
• Professional and approachable demeanour, with the ability to remain objective and courteous in all situations.
• Confident using IT systems, including Microsoft Office (Word, Excel, PowerPoint) and email platforms.