Residential Concierge

Scope Of Position

Your role will be responsible for leading and supervising the running of the residential concierge desk at the Raffles London OWO Residences. The OWO Residences by Raffles.

Working with the Director and assistant Director of Residents overseeing all aspects of concierge and resident check in/out arrivals/departures and the residents journey. The role involves the ability to pre-empt and deliver a luxurious and high-quality level of service to residences whilst managing delivery and service targets.

You will work in close contact with Security F&B Housekeeping Engineering and Spar departments to ensure a smooth and consistent service surpassing the residents expectations.

Responsibilities

Operation

• Deliver an exceptional warm and highly personalised concierge service to residents and their guests ensuring a welcoming and refined daytime experience
• Act as the primary point of contact within the building maintaining a visible approachable and professional presence at all times
• Manage resident guest and contractor arrivals and departures with efficiency discretion and attention to detail
• Coordinate concierge services and resident requests including bookings deliveries taxis couriers and local recommendations in line with luxury service standards
• Oversee front-of-house presentation ensuring all public and resident-facing areas are immaculate well maintained and aligned with the brand image of the development
• Monitor building security systems access control responding promptly to any issues while maintaining a calm and reassuring environment
• Liaise with property management maintenance teams and approved contractors to ensure seamless day-to-day operations
• Handle resident enquiries and concerns professionally resolving issues proactively and escalating where appropriate
• Manage keys access fobs parcels and deliveries securely and in accordance with site procedures
• Maintain accurate confidential records of resident interactions service requests incidents and maintenance issues
• Support compliance with health & safety fire safety and data protection requirements at all times
• Represent the developments brand and values through immaculate personal presentation exceptional communication and a polished hospitality-led approach
• Additional responsibilities in absence of line manager or senior employee.
• Performs other duties as required or assigned including working in a different department or restaurant than usually assigned.

Health and Safety

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire Emergency and Bomb procedures.
• Ensure the safety of the persons and the property of all within the premises by strict adherence to existing laws statues and applicable ordinances and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Qualifications :

Qualifications Skills & Experience

Essential

• Ability to communicate clearly and efficiently in English both verbal and written.
• Recent experience within in luxury residential environments or 5-star hotels or a similar role.
• Market knowledge of competitors and event industry trends.
• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
• A proven track record and ability to provide high levels of service under pressure.
• Exceptional communication and customer service skills both written and spoken.
• Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
• An understanding and willingness to contribute to a 24h operational schedule when required.

Desirable

• Previous experience within a luxury hotel environment working with LQA Forbes 5* or equivalent standards.

Additional Information :

Why join our Raffles team

Not only will you be joining one of the worlds best hotels you will also receive great benefits including:

• 28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).
• Staff meals whist on duty.
• Free dry cleaning for uniform.
• Employer pension contribution of 3%
• Enhanced sick pay.
• Enhanced maternity paternity and adoption pay.
• Life Assurance 1x salary
• Employee assistance program including virtual GP and financial advice.
• Season ticket loans and cycle to work scheme.
• Colleague gifting to celebrate special occasions.
• Paid days off to move house or give back time to a charity of your choice.
• Internal learning and development programmes tailored to you.
• Fun-filled events whether thats a pub quiz team run or festive party.
• Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
• Worldwide development opportunities across Accors extensive brand portfolio.

What are the Raffles Values

Respect: We value the needs ideas and individuality of others; we treat everyone with fairness and dignity.

Belonging: We celebrate our differences. We support each other and we always stand together.

Integrity: We build trust through mutual respect and being authentic.

Empowerment: We have the authority to take initiative and anticipate moments to create unforgettable experiences.

Excellence: We make genuine connections and we cherish every opportunity to make the people around us feel special.

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

About the Application Process:

At Raffles we want to bring out your highest potential. Shortly after applying you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

We aim to respond to every application promptly however if you do not hear form us within 2 weeks please assume your application has not been successful at this time.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1