Residence Concierge Manager - Six Senses London in City of Westminster

As a Residence Concierge Manager, I will fully comprehend the vision of Six Senses Residences to help people reconnect with themselves, others and the world around them and our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness. Sustainability, Wellness and Out of the Ordinary experiences are at the core of everything we do at Six Senses. I will safeguard these pillars and ensure full knowledge and active participation of all our brand initiatives. As a Residence Concierge Assistant Manager, I recognize that my role is critical in creating exceptional resident experiences.

Key Responsibilities

• Deliver exceptional, personalized resident experiences by accurately assessing needs and providing tailored solutions in line with brand standards and policies.
• Manage resident requests relating to services, information, packages, mail, messages and special arrangements.
• Recommend, plan and arrange activities, experiences and services aligned with residents' preferences.
• Act as a key point of escalation for resident concerns, ensuring effective service recovery and resolution.
• Ensure a seamless resident journey from arrival to departure.
• Manage, supervise and motivate concierge hosts, including shift planning across all concierge desks.
• Lead a high-performing team to deliver consistently excellent service standards.
• Foster a positive, inclusive and professional team culture.
• Provide coaching, feedback and training to support team development and performance.
• Work closely with internal departments to ensure seamless service delivery and operational alignment.

Qualifications & Technical Skills

• Bachelor's degree in Hospitality, Hotel or Business Management, or more than 3 years' experience in a similar Residential operation leadership role.
• Proven experience leading a team of Residential Concierge or related role.
• Strong capability of decision‑making and proven track record of results in Resident & team satisfaction and fostering a positive work environment.
• Technical skills include MS Office - Word, Excel, PowerPoint and Outlook.
• Familiar with various hotel systems including POS, PMS and CRM platforms.
• Excellent knowledge of guest related functions, guest service and local surrounding areas.
• Experience with a Residential portal platform strongly preferred.
• Excellent command of the English language with confident communication skills.
• A second language would be an advantage.
• Computer literate.
• Problem‑solving and multi‑tasking skills.