Day Residential Concierge - The Water Gardens, Hyde Park Estate Operations · The Water Gardens

Purpose of the Role

The Day Residential Concierge is responsible for delivering a high standard of customer service, safety, and operational support throughout the night. As the main on-site representative, they ensure the building remains secure, well-managed, and welcoming for residents and visitors. The role involves monitoring the site, managing access control, responding to incidents, and supporting residents with professionalism and efficiency. It also includes maintaining accurate records, following all procedures, and ensuring clear communication and handovers to the daytime team. Through a proactive and attentive approach, the Day Concierge plays a key role in maintaining service continuity, resident satisfaction, and the overall reputation of the property.

Key Responsibilities

• Establish a professional working relationship with all staff, residents, and contractors of the property and be the first point of contact for the building.
• Meet and greet all visitors reporting to the concierge desk and maintain an accurate log of all visitors’ records, if required.
• Ensure the highest standards in presentation at the property are maintained at all times.
• Ensure the concierge area is kept clean and tidy and meets residents' expectations and company standards.
• Maintain a physical presence at the reception/concierge desk; it is not to be left unmanned at any time.
• Conduct site walk rounds daily and report all faults/maintenance and repairs to the building management team.
• Monitor all access points and use systems (CCTV – view only mode, if not SIA Licensed) for other locations.
• Check and screen all visitors ensuring they have permission to be present on the site.
• Report any suspicious/unusual behaviour, calling the police if necessary.
• Assist other employed staff, residents, and visitors at all times, including in an emergency.
• Comply with the concierge processes, procedures, and standards of work assigned to the property.
• Maintain a very high standard of personal appearance at all times.
• Answer the telephone and on-site intercom system for all residents’ queries in a professional manner.
• Deal with all queries on site efficiently and professionally, directing them to third parties as appropriate.
• Monitor the presence of workmen/contractors around the building and supervise their activities.
• Investigate faults and issues that arise within the development and document these reports.
• Complete all log reports required by the building and management.
• Work flexibly when tasks are not specifically covered in the Job Description.
• Comply with health and safety and fire precautions obligations.
• Participate in company training schemes and ensure continuous professional development.
• Handle and manage deliveries and returns via development systems and protocol.
• Manage residents' keys, ensuring they are signed in and out daily.
• Maintain and keep up-to-date an accurate reception/concierge operations manual.
• Carry out any other reasonable duties as management may consider necessary.

Requirements

• Demonstrable experience of front of house concierge and delivering exceptional customer service.
• Confident, articulate communicator – both orally and in writing.
• Able to work with autonomy and as part of a wider team.
• Professional, precise, with a sharp eye for detail.
• A team player with a Can-Do attitude.
• Passion for delivering outstanding service; being attentive and proactive.
• Ability to work under pressure and manage time effectively.
• Demonstrable ability to deal with problems and challenges effectively.
• Reliable and punctual.
• Excellent IT skills and social media awareness.
• Good knowledge of Health & Safety and Fire Safety regulations.

Working Hours - 06.30-18.30 - 4 days on / 4 days off - 38.5 hrs a week

Salary - £30,000 p/a

Please see our Benefits Booklet for more information.