Head Concierge in Southall

About Lodha UK
Lodha UK is one of Central London's most active prime and super-prime residential developers, with landmark schemes including No. 1 Grosvenor Square in Mayfair, Lincoln Square on the edge of Covent Garden, and Holland Park Gate in Kensington — a combined portfolio in excess of £2 billion of gross development value.
Each Lodha residence is managed and operated by Lodha Hospitality, our in-house residential services team, which delivers bespoke, five-star standards of service, security and building management to residents and their guests around the clock.
Colleagues within Lodha Hospitality are the face of the Lodha brand day to day — combining warmth, discretion and meticulous attention to detail to make every interaction feel effortless for residents.

Role Purpose
The Head Concierge organises, trains and leads the Concierge team at Holland Park Gate, our prime residential development in Kensington, ensuring every resident receives highly professional, warm, discreet and effective service.
Working alongside the Residence Manager and General Manager, the role delivers not only the most genuine welcome but memorable engagement, consistently exceeding resident expectations through outstanding service and hospitality.

Key Responsibilities
Resident Service & Experience

• Ensure complete resident satisfaction by providing information and services that meet a five-star experience.
• Handle all resident and visitor enquiries, and carry out ad hoc requests as directed by the Residence Manager, General Manager or other senior managers.
• Check arrival and departure reports for all visitors to anticipate and satisfy needs.
• Create and set up services relating to the residences, and maintain a comprehensive list of the services and amenities available to owners and residents.
• Ensure all information provided to residents and colleagues is accurate and updated as appropriate.

Team Leadership

• Supervise, train and develop all team members through coaching.
• Ensure all colleagues perform to the required level of service to meet and exceed the expectations of residence owners and visitors.
• Build the Concierge team and ensure a clear communication system is always in place, attending and holding the meetings needed to keep team communication efficient and effective.
• Prepare colleague schedules to ensure an efficient service is provided.
• Cover shifts (days and nights) during holidays or sickness when needed.

Operational Administration

• Give and receive handover information at the end of shifts to ensure effective communication for the benefit of residents and colleagues.
• Ensure the safety of all keys.
• Ensure the concierge software is continually maintained and updated.
• Create and implement policies and procedures.
• Manage projects and carry out any other reasonable duties as required.

Health, Safety & Compliance

• Comply with safe working practices as laid down under the Health and Safety at Work Act 1974 and the Company's health and safety policies.
• Be fully conversant with the Building Safety Act 2022 and its regulations.
• Be fully conversant with the fire policy and fire panel, and the actions to take in the event of an activation.
• Attend all health and safety and statutory fire training as directed by your manager, and monitor team attendance, to remain compliant with legal requirements.
• Report all accidents, near misses and hazards to your manager or supervisor so they are dealt with to prevent injury, and ensure accidents to colleagues, residents or visitors are reported in accordance with procedures.
• Report any defects in the building, plant or equipment according to procedures.

Minimum Education & Professional Qualifications
No formal academic qualification is specified for this role; relevant experience is the key requirement (see below).

Experience & Attributes

• Essential: Relevant experience within luxury residential or luxury hotel management, with demonstrated success and advancement, including previous experience in managing or supervising and leading a team.
• Essential: Ability to work flexible hours rotating across seven days of the week when necessary.
• Essential: Excellent written and verbal communication skills.
• Essential: Good knowledge of Microsoft Office and Outlook.
• Essential: Ability to deliver high standards of customer service that is personalised, confident and calm.
• Essential: Highly organised with great attention to detail, and quality driven with a passion for excellence.
• Essential: Professional appearance and presentation, with a conscientious and positive attitude.
• Essential: Personable, amiable and empathetic; discreet, tactful and charming; proactive, flexible and a team player.
• Desirable: Significant knowledge of London to assist both residents and colleagues.

This role profile focuses attention on the most important aspects of the Head Concierge role. It is not a complete list of every duty, and day-to-day performance of the job will include tasks not listed above. This is a live job description and will evolve with the needs of the business.

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