Purpose of the Role
Elephant Park is a vibrant, award-winning mixed-use regeneration development in the heart of Elephant & Castle, London, featuring a major new central park, high-quality homes, and innovative retail, dining, and community spaces. Managed by Savills on behalf of the client, the portfolio includes key sites: Park & Sayer, Trafalgar Place, West Grove, and South Gardens and The Wilderly, with a focus on exceptional resident experience, operational excellence, health & safety, and seamless multi-site service.
The Senior Concierge at Elephant Park is responsible for delivering an exceptional five-star front-of-house experience and serving as the primary point of contact for residents, visitors, contractors, and onsite staff. The role requires a highly professional, customer-focused individual who can maintain the highest standards of presentation, operational efficiency, and resident satisfaction across the development.
They will oversee concierge operations, support the Front of House Manager, coordinate weekend and multi-site coverage where required, and ensure all resident services, administrative processes, and health & safety obligations are managed to the highest standard.
The ideal candidate will be a self-motivated senior manager with a “can do” attitude and strong customer service ethic, with demonstrable experience in front-of-house services.
You will have a proven track record of leading and motivating high-performing teams effectively, together with strong decision-making, negotiating and influencing skills.
Key Responsibilities
Team Management
- Proactively provide first line leadership for all concierge teams on Elephant Park Estate.
- Responsibilities include regular 121s, probation reviews, performance reviews, return to work interviews and assisting with investigations.
- Support FOH Manager with the recruitment of Concierge teams including reviewing of CVs and support with interviews.
- Support with the onboarding process, creating training matrix and onboarding information for new employees including training of new staff for Elephant Park Estate.
- Act as the lead concierge contact during weekends and in the absence of the Front of House Manager.
Operational Support
- Rota oversight and coordinate staffing cover for absences, shortages, and holiday periods across Elephant Park sites.
- Liaise with the Front of House support team to ensure adequate operational coverage, including weekends and single-manned sites.
- Arrange concierge patrol and lunch cover where required
- Support CCTV footage requests in accordance with company procedures and data protection requirements.
- Assist with the preparation of monthly reports, audits, handover documentation, and administrative tasks as required.
- Undertake duties as directed by the FOH Manager and perform any duties aligned with the job description as reasonably requested by the Building Manager.
- Demonstrate flexibility and adaptability in response to the changing operational needs of the business. It is the nature of work at SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. This may include supporting new site mobilisations and set-up, service enhancements through pop-ups and event organisation, and changes to front of house operations across the estate. All staff are therefore expected to work in a flexible and proactive way when required, undertaking tasks that may not be explicitly detailed within this Job Description
Compliance
- Maintain and regularly review concierge operating procedures, SOPs, and site manuals to ensure accuracy, compliance, and operational effectiveness.
- Complete all operational logs, reports, and records accurately and in a timely manner.
- Conduct regular site inspections and walkarounds to identify maintenance issues, health & safety concerns, or operational faults.
- Report and document faults, repairs, incidents, and contractor issues through the appropriate systems and handover procedures.
- To comply at all times with the concierge processes and procedures and standards of work assigned to the property or properties.
- Investigate and document onsite incidents including leaks, fire alarm activations, security concerns, and theft reports.
- Ensure contractors onsite comply fully with company procedures, health & safety regulations, and permit requirements.
- Support emergency procedures and provide assistance to residents, staff, and visitors during incidents or evacuations.
- Ensure all landlord obligations relating to health & safety and fire safety compliance are upheld at all times.
- The employee is not to undertake any task that may be a risk to their health and safety unless suitably trained.
Front of House & Resident Experience
- Build and maintain strong working relationships with colleagues, residents, contractors, and stakeholders across all sites.
- Always forward thinking making recommendations on improvements and innovations
- Deliver a professional, welcoming, and service-driven front-of-house experience at all times.
- Maintain the reception and concierge areas to exceptional five-star presentation and audit standards.
- Personal appearance is to be of a very high standard at all times. A courteous, professional, helpful nature must be displayed at all times. If a uniform is supplied it must be kept in an acceptable and clean condition at all times.
- Act as the primary point of contact for residents, visitors, contractors, and staff across the development.
- Establish a professional working relationship with all of the staff, tenants and contractors of the property or properties and be the first point of contact for the building.
- Meet and greet all visitors professionally and maintain accurate visitor records and access logs.
- Ensure all resident queries and requests are handled efficiently, professionally, and within agreed service standards.
- Manage onsite booking systems for shared facilities and access-controlled areas.
- Handle resident keys in accordance with company procedures, ensuring accurate sign-in/sign-out records are maintained.
- Manage parcel handling, resident deliveries, and returns in line with site protocols and operational systems.
- Maintain a continuous physical presence at the concierge desk, ensuring it is never left unattended.
Skills, Knowledge and Experience
Must Have:
- Previous experience within luxury residential, hospitality, hotel concierge, or premium front-of-house environments.
- Exceptional customer service and interpersonal skills with the ability to deliver a five-star resident experience.
- Strong organisational and administrative skills with excellent attention to detail.
- Experience coordinating rotas, staffing cover, and multi-site operational support.
- Proficient in managing resident services including keys, parcels, visitor management, and facility bookings.
- Strong understanding of health & safety, fire safety procedures, and emergency response protocols.
- Experience conducting site inspections, incident reporting, and operational investigations.
- Competent in the use of concierge systems, access control systems, intercoms, CCTV processes, and Microsoft Office applications.
- Professional, proactive, and calm under pressure with the ability to prioritise effectively in a fast-paced environment.
- Flexible and adaptable approach with a willingness to support operational requirements across multiple sites including weekend support and relationship building.
Desirable:
- Valid CCTV license
- Valid First Aid at Work Certificate
- Fire Warden
- A working knowledge of Dwellant (Concierge Assistant), Traka, ParcelSafe, Data Station.
The candidate attributes detailed above are considered to be non essential although training will be provided on more technical aspects of the role.
Working Hours - 12 hrs shifts, (7/8am to 7/8pm with 1 hour unpaid break) 4 on 4 off
38.5 hrs a week on average
Salary - £38,500 per annum
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Please see our Benefits Booklet for more information.
