Concierge/ Reception Manager - London, United Kingdom - Grosvenor

Description

Job Vacancy: Concierge/ Reception Manager

Location: Victoria, UK

Weekly Time/Hours: hours, Monday to Friday (45 hours per week)

Salary: PS35,500.00 per annum

Grosvenor Services is seeking experienced candidates for the role of Concierge Manager at one of our prestigious locations in Victoria, UK. The primary responsibility is to deliver excellent service to employees, contractors, and visitors, ensuring the highest standard of customer care. We sincerely appreciate you taking the time to review the list of requirements/qualifications and apply for the position. However, even if you do not meet all the qualifications, your application will still be considered based on your level of experience.

Responsibilities for Concierge Manager:

• Supervise a team of five Front of House (FOH) concierge operatives.
• Provide training and oversight to staff, ensuring the effective performance of their duties.
• Offer guidance and leadership, particularly in the realm of customer service.
• Keep the FOH team informed about upcoming events and requirements.
• Manage email correspondence, feedback, complaints, and telephone inquiries efficiently.
• Coordinate meeting room bookings and daily briefings effectively.
• Deliver exceptional service to VIP guests and visitors while guiding the team.
• Maintain high levels of service performance and customer satisfaction.
• Ensure timely recording of monthly statistics.
• Communicate all relevant incidents and events to the 24-hour help desk.
• Report any observed hazardous situations or conditions to the client through the established reporting system.
• Oversee and enhance all services for visitors and staff, including reception, meeting room preparations, refreshments, cleaning, maintenance, security, and mail handling.
• Address and resolve day-to-day issues affecting service delivery.
• Collaborate with the Facilities Manager on long-term service provision strategies.
• Conduct induction sessions for new concierge team members, identify training needs, and coordinate training provision with relevant stakeholders.
• Supervise the updating of reception manuals, standard operating procedures (SOPs), and the London catalogue for the site.
• Assist in planning and executing department relocations or reorganizations.
• Communicate effectively with client stakeholders regarding periods of absence, ensuring proper handover of responsibilities.
• Ensure compliance of the concierge team with client objectives, policies, and procedures.
• Assume a leadership role in evacuations, serving as the point of contact for the concierge team (fire wardens) and the client's emergency commander.

Qualifications for Concierge Manager:

• Minimum of two years of experience in customer service, hospitality, or a related field.
• Excellent communication, interpersonal, leadership, time management, and organizational skills.
• Previous experience in front desk support roles such as hotel concierge, office receptionist, or medical receptionist.
• Management or supervisory experience in a related field.

HSE Duties:

• Adhere to HSE objectives defined by the client for the role.
• Manage information and assets (including laptops) in accordance with client Information Security User Standard and provided training.
• Serve as fire wardens and lead evacuation processes on all client floors.
• Communicate actively during emergencies, liaising with the client incident commander, first aiders, HSE representatives, or external entities as necessary.
• Volunteer for the first aid team if interested.
• Utilize client resources efficiently and identify opportunities for improvement to enhance sustainability in the client office environment.

This role offers a dynamic opportunity for individuals with strong leadership skills and a passion for delivering exceptional customer service. If you meet the qualifications and are eager to contribute to our team, we invite you to apply for the position of Concierge Manager at Grosvenor Concierge.

Grosvenor Services

In line with section 8 of the asylum and immigration act 1996, no individual will be employed by Grosvenor Services unless they can provide original documents that prove their nationality and eligibility to work in the UK this applies to all job applicants.

Please note all successful applicants will have access to their employee portal to view and print their payslips as we follow a "paperless" policy within our company.

Grosvenor Services is an Equal Opportunities Employer