Purpose of the Role
The main purpose of this role is to provide cover for all absences within the Residential Concierge Department, including pre-booked holidays, emergency sickness, and training cover requirements. You will be expected to maintain a professional presence across various front reception desks, supporting all personnel visiting and using the building—from daily visitors to permanent tenants. Delivering exceptional service and creating a lasting impression will be central to your role.
As a member of the Cover Team, you will receive extensive training and gain exposure to a wide variety of buildings, teams, clients, service standards, opening hours, and occupiers. This will allow you to build deep insight and expertise across our portfolio, making you one of the most versatile and well-trained receptionists in the business.
You must be flexible, dependable, and able to work independently across multiple sites in London Zones 1–6, often at short notice. Your rota will be issued weekly for known annual leave cover, but you may also be contacted on the same day to respond to emergency absences or location changes.
Adaptability and flexibility are essential, as you will need to perform a wide range of duties across different properties with different requirements. Punctuality, adaptability, and personal accountability are highly valued, as the dynamic nature of the role requires consistency in presence at various locations to ensure seamless operations and a high standard of service.
Training will be arranged ahead of new assignments, although in rare cases, you may be asked to support a reception desk where formal training has not yet taken place. This is a rewarding role, but it demands professionalism, resilience, and confidence in adjusting to varied buildings, stakeholders, and operational demands.
Key Responsibilities
- Ensure the highest standards in presentation at the property or properties are maintained at all times. Concierge area is kept clean, tidy and welcoming and to five star audit standards.
- Working across various locations in London, with a changing rota which can include various shift patterns.
- 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.
- To carry out duties in accordance with instructions by your Reception & Concierge Services Line Manager, Building Manager/Supervisor/RFM.
- To comply at all times with the concierge processes and procedures and standards of work assigned to the property or properties.
- Establish a professional working relationship with all of the staff, residents and contractors of the property or properties and be the first point of contact for the building.
- Meet and greet all visitors reporting to the reception/concierge desk and maintain an accurate log of all visitors’ records.
- Where possible each occupying tenant / resident should be contacted prior to allowing a visitor beyond reception/concierge, to obtain their authority.
- To promptly assist and direct all visitors to the site in getting to their required location/contact within the building.
- To answer the telephone and on-site intercom system for all residents queries in a professional manner.
- To maintain and keep up to date accurate concierge operations manual of concierge processes and procedures both site specific and department.
- To maintain a physical presence at the reception/concierge desk – it is not to be left unmanned at any time during building opening hours, unless agreed with the site management.
- To deal with all queries on site efficiently and professionally and as appropriate direct queries to third parties for action, ensuring the person raising the query is informed of the action taken, the expected outcome and the timeframe involved.
- To sign in deliveries for the residents. To document the delivery on the required paperwork and to obtain a signature from the residents (upon providing evidence of ID) when they collect the goods.
- To acquire working knowledge of the property / properties systems and procedures to enable you to take control of the property during permanent team members’ absences.
- To carefully complete all log reports that may be required and are site specific.
- The employee is not to undertake any task that may be a risk to their health and safety unless suitably trained.
- To assist other employed staff, building occupiers, residents and visitors in the event of an emergency.
- To comply with and ensure that the landlord obligation for health and safety and fire precautions are always met. To ensure that contractors arriving on site adhere fully to requirements for contractor management and site H&S in line with the company and site procedures.
- To be aware of and abide by all rules, terms and conditions of the company 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, warm, and professional in all interactions, both oral and written. Able to build strong relationships with a wide range of customers and clients with a resolution-focused, creative approach.
Customer service expertise – demonstrable experience in front-of-house concierge or similar customer-facing roles, ideally within hospitality, corporate, or reception environments. Proven ability to deliver exceptional service.
Adaptability and resilience – able to adjust quickly to new environments, last-minute changes, and evolving demands while remaining calm under pressure.
Organisational and time management skills – capable of managing changing schedules, prioritising tasks, working to deadlines, and maintaining accurate records with minimal supervision.
IT literacy – confident user of Microsoft Outlook, Word, Excel, PowerPoint, and site-specific systems. Knowledge of visitor management software and property management platforms such as Locale, Dwellant, and PingLocker is desirable.
Administrative efficiency – effective at maintaining electronic records and managing front-of-house administration to a high standard.
Professional reliability – high level of punctuality, accountability, and a proactive, helpful attitude.
Health & Safety awareness – good working knowledge of relevant regulations and safe working practices.
SIA Security Guarding Licence and CCTV Licence welcomed but not essential.
Working Hours - Zero hours, flexible
Salary - £14.90 p/h
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Please see our Benefits Booklet for more information.