Job Description

Purpose of the Role

The main purpose of this role is to provide night-time concierge cover for absences across the Residential Concierge Department, including pre-booked annual leave, emergency sickness, vacancies, training requirements, and other operational cover needs.

You will be expected to maintain a professional and reassuring presence across a variety of residential properties, supporting residents, visitors, contractors, and other building users while ensuring that the required standards of service, safety, communication, and presentation are maintained throughout the night.

As a member of the Cover Team, you will receive training and gain exposure to a wide variety of buildings, teams, clients, service standards, operating procedures, and occupiers. This will allow you to build strong operational knowledge across our portfolio and become one of the most versatile and experienced concierge professionals within the business.

You must be flexible, dependable, and confident working independently across multiple sites throughout London Zones 1–6, sometimes at short notice.

Your rota will normally be issued in advance for known annual leave and planned cover requirements. However, due to the nature of the Cover Team, you may also be contacted at short notice to respond to emergency absences, changes in operational requirements, or changes of location.

This is primarily a night-working role. Shift patterns will vary depending on the property and may include 12-hour night shifts, weekends, public holidays, and changes of working location.

While the role will predominantly involve night shifts, flexibility to support alternative shift patterns may occasionally be required depending on operational needs.

Adaptability, punctuality, reliability, and personal accountability are essential. The dynamic nature of the role requires you to adjust quickly to different buildings, procedures, teams, residents, and operational environments while consistently maintaining a high standard of service.

Night shifts may involve working independently or with reduced on-site staffing and limited immediate management presence. You must therefore be confident taking appropriate ownership of situations, following procedures carefully, making sensible decisions within your level of responsibility, and escalating issues when required.

Training and site familiarisation will be arranged wherever reasonably practicable ahead of new assignments. In exceptional circumstances, you may be required to support a new location at short notice, in which case appropriate site information, procedures, and escalation support will be provided.

This is a rewarding but demanding role that requires professionalism, resilience, sound judgement, flexibility, and confidence in adapting to different buildings and operational requirements.

Key Responsibilities

· Ensure the highest standards of presentation are maintained at the property or properties at all times. Reception and concierge areas must be kept clean, tidy, professional, welcoming, and in line with required five-star service and audit standards.

· Work across various residential locations throughout London on a changing rota that may include different night shift patterns, weekends, public holidays, and short-notice changes.

· Maintain a consistently high standard of personal appearance and professional conduct. A courteous, helpful, approachable, and professional manner must be demonstrated at all times. Where a uniform is provided, it must be worn correctly and maintained in a clean and presentable condition.

· Carry out duties in accordance with instructions provided by the Reception & Concierge Services Line Manager, Building Manager, Supervisor, Residential Facilities Manager, or other authorised site management.

· Comply at all times with site-specific concierge processes, procedures, operating standards, emergency procedures, and company policies.

· Establish and maintain professional working relationships with residents, colleagues, contractors, visitors, building management, and other stakeholders.

· Act as a professional first point of contact for residents, visitors, contractors, and other persons entering or contacting the building.

· Meet and greet visitors reporting to the reception or concierge desk and maintain accurate visitor records where required.

· Where required by site procedure, contact residents prior to allowing visitors beyond reception or concierge areas and obtain appropriate authorisation.

· Assist and direct visitors appropriately while maintaining awareness of access control and building security procedures.

· Maintain appropriate control of access to the building during night-time hours and ensure that visitors, contractors, deliveries, and other persons are managed in accordance with site-specific procedures.

· Challenge, verify, or escalate unauthorised or suspicious access appropriately and professionally, in accordance with site procedures and within the responsibilities of the role.

· Answer telephone calls, intercom systems, emails, and resident enquiries professionally and provide appropriate assistance or escalation.

· Deal with resident and visitor queries efficiently and professionally. Where matters need to be referred to another department or third party, ensure appropriate information is provided regarding the action taken and any expected follow-up.

· Receive, record, store, and release parcels and deliveries in accordance with site procedures, including obtaining appropriate identification or signatures where required.

· Acquire a strong working knowledge of the systems, procedures, emergency arrangements, and operational requirements of each property you attend.

· Receive a clear and comprehensive handover at the beginning of each shift and provide an accurate handover at the end of the shift.

· Ensure that incidents, outstanding actions, building faults, resident matters, contractor activity, deliveries, alarms, and any other relevant information are clearly recorded and communicated to the incoming team or appropriate management.

· Maintain accurate written and electronic logs throughout the shift, including incident reports, visitor records, contractor records, patrol records where applicable, resident interactions, building issues, and other significant events.

· Respond appropriately to out-of-hours incidents, alarms, building faults, access issues, resident concerns, emergencies, and other operational situations.

· Follow all site-specific escalation procedures and contact the appropriate emergency services, building management, security, maintenance teams, contractors, or management representatives when required.

· Work independently during night shifts, often with reduced on-site staffing, taking appropriate ownership of issues while recognising when escalation or additional assistance is required.

· Comply fully with all lone-working procedures, welfare checks, check calls, book-on/book-off requirements, attendance procedures, and any other safety monitoring processes required by the company or site.

· Maintain a physical presence at the reception or concierge desk as required. The desk must not be left unattended unless authorised by site management or where site procedures specifically require duties elsewhere in the building.

· Where required and appropriately trained, carry out routine patrols or building checks in accordance with site procedures.

· Where required and appropriately trained, monitor CCTV systems, alarm systems, fire panels, access control systems, or other building systems and respond in accordance with site-specific procedures.

· Carefully complete all site-specific reports, logs, checklists, incident reports, and other required documentation.

· Assist residents, visitors, contractors, colleagues, and other building users appropriately in the event of an emergency.

· Be familiar with site emergency procedures, including fire evacuation procedures, emergency contacts, escalation processes, and any relevant building-specific requirements.

· Comply with all Health & Safety requirements, fire safety procedures, company policies, and safe working practices.

· Ensure that contractors arriving on site follow the required contractor management, access, permit, and Health & Safety procedures.

· Do not undertake any task that may present a risk to your health and safety, or the health and safety of others, unless you are appropriately trained, authorised, and equipped to do so.

· Immediately report any hazards, defects, accidents, incidents, security concerns, safeguarding concerns, or Health & Safety issues in accordance with company and site procedures.

· Protect residents’ privacy and confidentiality at all times and handle personal or sensitive information responsibly and in accordance with data protection requirements.

· Maintain appropriate professional boundaries when dealing with residents, visitors, contractors, and colleagues.

· Ensure keys, access cards, fobs, radios, equipment, documents, and other controlled items are handled and recorded securely in accordance with site procedures.

· Remain alert, attentive, and professional throughout the entirety of the shift, including during quieter periods overnight.

· Ensure that personal mobile phones or other personal devices do not interfere with the performance of duties or required levels of attentiveness.

· Carry out any reasonable additional duties required to support the safe and effective operation of the building, provided that these duties are appropriate to the role and the employee has received any necessary training.

· Be aware of and comply with all company policies, procedures, rules, standards, and terms and conditions of employment at all times.

Due to the nature of SMR’s operations, tasks and responsibilities may sometimes fall outside this Job Description. All staff are therefore expected to adopt a flexible approach and support the business as required.

Skills, Knowledge and Experience

Excellent Communication and Interpersonal Skills

Confident, articulate, professional, calm, and approachable in all interactions, both verbal and written.

Able to communicate effectively with residents, visitors, colleagues, contractors, clients, emergency services, and management.

Able to remain calm and communicate clearly during difficult, sensitive, or emergency situations.

Customer Service Experience

Previous experience in concierge, residential property, hospitality, reception, front-of-house, security, or a similar customer-facing environment is highly desirable.

Demonstrable ability to deliver consistently high standards of service while maintaining professionalism and appropriate boundaries.

Independent Working and Decision-Making

Confident working independently, particularly during overnight periods when immediate management support may be limited.

Able to assess situations appropriately, follow procedures, take reasonable action within the responsibilities of the role, and escalate when necessary.

Adaptability and Resilience

Able to adjust quickly to different buildings, procedures, teams, residents, shift patterns, and operational requirements.

Comfortable working in unfamiliar environments and responding positively to short-notice changes.

Able to remain calm, professional, and effective when dealing with unexpected situations or operational pressure.

Reliability and Flexibility

A high level of punctuality, dependability, attendance, and personal accountability is essential.

Must be able to work night shifts across different locations in London and respond flexibly to changing operational requirements.

Organisational and Time Management Skills

Able to prioritise responsibilities effectively, manage competing demands, meet deadlines, and maintain accurate records with minimal supervision.

Able to provide clear and accurate handovers and ensure outstanding actions are appropriately communicated.

Incident and Emergency Awareness

Able to respond calmly and appropriately to incidents, emergencies, alarms, building faults, access concerns, and resident issues.

Able to follow emergency and escalation procedures accurately and understand when additional assistance is required.

IT Literacy

Confident using Microsoft Outlook, Word, Excel, and other common workplace systems.

Able to learn and confidently use site-specific systems, visitor management systems, access control platforms, parcel management systems, and property management software.

Knowledge of systems such as Locale, Dwellant, PingLocker, or similar platforms is desirable but not essential.

Administrative Efficiency

Able to maintain accurate written and electronic records, complete incident reports, update logs, manage visitor and contractor records, and carry out front-of-house administration to a high standard.

Health & Safety Awareness

Good awareness of Health & Safety responsibilities, fire safety, emergency procedures, lone-working requirements, and safe working practices.

Able to identify and report hazards or concerns appropriately.

Security Awareness

A good level of security awareness is desirable, particularly regarding access control, suspicious activity, key management, contractor access, and emergency response.

SIA Security Guarding and/or Public Space Surveillance (CCTV) licences are desirable but not essential.

Any security-related duties must only be carried out within the scope of the employee’s training, authorisation, and responsibilities.

Personal Attributes

The successful candidate will be:

• Professional and well presented.

• Reliable, punctual, and dependable.

• Calm and confident when working independently.

• Flexible and adaptable.

• Customer-focused and approachable.

• Observant and attentive.

• Resilient under pressure.

• Responsible and accountable.

• Comfortable working overnight and during quieter periods without losing focus or attentiveness.

• Able to follow detailed procedures while also using appropriate judgement when unexpected situations arise.

• Willing to learn and adapt to different buildings and working environments.

• Committed to providing consistently high standards of service regardless of the location or assignment.

Working Hours - Nights, zero hours

Salary - £14.90/hr

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Please see our Benefits Booklet for more information.