Resident Host (Tuesdays to Saturdays) - East Village, Stratford

Full-time, on-site (40 hours per week) at our neighbourhood in Stratford, London. You must be available to work Tuesdays to Saturdays between the hours of 9am - 7pm on a shift-basis.

Overall Purpose

This role is the host and centre of the neighbourhood community and engages daily with residents, connecting people and creating a unique and memorable experience for residents. The role is responsible for delivering resident satisfaction by providing efficient and welcoming assistance with all requests, ensuring a smooth and seamless operation combined with high customer service levels.

Key Relationships

• Internal: Neighbourhood team, Customer Hub, estate management team (security), all internal departments, other GL neighbourhoods.
• External: Residents, third party contractors and suppliers, all relevant service providers, all relevant retailers.

Key Responsibilities & Accountabilities

• Be the primary, customer facing representative of East Village’s Victory Plaza and Welcome Office.
• Communicate effectively with residents, visitors, colleagues, couriers and contractors; welcoming all residents and visitors with a warm and friendly approach in a professional manner.
• Ensure all visitors and contractors adhere to sign-in / out procedure and administer keys to properties for contractors when required.
• Assist with day-to-day queries autonomously, whether in-person or via the email inbox, escalating to the Resident Management team where necessary.
• Work with Resident Management team to provide current and prospective residents an exemplary experience from first enquiry to move-out, ensuring a consistent and excellent resident experience throughout.
• Stay current with neighbourhood activity, providing recommendations to residents about the local area, attractions and upcoming events.
• Participate in organising and delivering neighbourhood events including social and community initiatives.
• Support viewings, resident move‑ins/move‑outs, inventories, check‑outs and inspections as instructed by the Senior Resident Manager.
• Work with Resident Managers team to meet budgeted targets for occupancy, revenue and customer satisfaction scores.
• Log and track maintenance requests, liaising with Maintenance team and residents.
• Oversee parcel / postal delivery services ensuring that all rental boxes provided are used correctly and ensuring that residents are notified of deliveries awaiting collection.
• Assist couriers in the delivery of parcels to the correct shelf space in the parcel room.
• Conduct regular inspections of the parcel room ensuring it is clean and tidy.
• Be aware of all premises operations and uphold general oversight of safety and compliance measures.
• Communicate effectively with all relevant teams to ensure a smooth running of premises operations.
• Undertake regular compliance inspections of the building to ensure all Fire, Life & Safety systems are always fully adhered to and ensure issues are dealt with immediately.
• Assist with daily shift handovers ensuring all outstanding issues are communicated effectively to ensure efficient handover and continuation of investigations into finding resolutions.
• Review and analyse the service levels provided on a weekly/monthly basis, identify and implement any opportunities to improve.
• Attend all regular meetings as required and fulfil any additional / ad hoc duties as required.

Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company.

Qualifications & Experience

• Proven track record of strong customer service experience within residential and / or service sectors.
• Sharp computer skills, including all Microsoft Office applications and systems knowledge e.g. Yardi / RentCafe / HubSpot.
• Excellent verbal and written communication skills.
• Knowledge and proven track record of outstanding customer service skills.
• Self‑motivated, proactive and solutions‑driven.
• Excellent attention to detail and organised approach to work.
• Enthusiastic approach to create an unparalleled service.
• Ability to engage confidently with residents and visitors.
• Demonstrate flexibility, adaptability and collaboration with residents and colleagues alike.
• Ability to work under pressure whilst remaining calm.

Diversity & Inclusion

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.