Overview
Are you a distinguished and highly experienced Head Concierge? Join a managing agent for one of the most prestigious and high-profile residential developments in Prime Central London. This is a leadership position for an individual whose service ethos, discretion, and operational excellence are truly world-class, defining the resident experience at every touchpoint.
Core focus of the Head Concierge – Luxury Residential
As the Head Concierge, you will be the leader of the front-of-house operation, responsible for managing the Concierge and Porterage teams, and ensuring a seamless, five-star level of service that rivals the world’s best hotels. You will report directly to the General Manager and be the operational face of luxury service delivery.
Responsibilities
- Team Leadership & Management: Recruiting, training, mentoring, and managing the Concierge and Night Concierge teams, instilling a culture of anticipating needs, discretion, and immaculate professionalism.
- Five-Star Service Delivery: Setting and maintaining industry-leading service standards for all resident and guest interactions, ensuring bespoke and personalised service requests (travel, reservations, private events, lifestyle management) are handled flawlessly.
- Operational Oversight: Managing the daily flow of the main reception, including access control, key management, package/mail handling, and maintaining the flawless aesthetic presentation of the lobby and communal areas.
- Security & Risk: Overseeing the implementation of security protocols, ensuring all team members are fully trained in emergency procedures, and acting as the senior point of contact for security or resident-related incidents.
- Liaison & Communication: Building discreet, trusted relationships with high-net-worth residents, liaising proactively with the Property Management, Facilities, and General Manager to resolve issues swiftly and effectively.
- Administrative Excellence: Managing budgets related to staffing and front-of-house operations, conducting performance reviews, and ensuring accurate logging and reporting across all shifts.
Qualifications
- Experience: A minimum of 4+ years of senior supervisory or Head Concierge experience gained within a world-class environment, such as a 5-star or ultra-luxury hotel, or a super-prime residential development in London.
- Leadership: Proven track record of successfully leading, motivating, and rostering a multi-shift front-of-house team.
- Service Ethos: Deep-rooted understanding of luxury brand standards and the expectations of a high-net-worth clientele; must be an expert in discreet, personalised service.
- Security & Compliance: Strong awareness of building security, access control systems, and basic emergency/fire procedures. Possession of a valid SIA licence (Security Industry Authority) is highly desirable.
- Communication & Discretion: Exceptional diplomatic skills, highly articulate, and capable of maintaining absolute confidentiality regarding residents and building affairs.
- IT Proficiency: Competence in using property management systems, CRM tools, and standard office software.
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