Night Resident Services Manager

JOB TITLE: Night Resident Services Manager

WORKING HOURS: 8:00pm – 8:00am - 4 on 4 off shifts

Job overview: The Night Concierge is a very important role. As the first point of contact for residents in the evenings, you'll play a crucial role in providing unparalleled service and ensuring a secure, welcoming environment throughout the night. You will ensure the overall safety of residents, guests, visitors, and the building. You will be responsible for controlling unauthorised access and assisting the daytime front-of-house team with daily operational and administrative tasks.

Main Duties and Responsibilities:

General Accountabilities:

• Lead by example, adopting clients policies, procedures, and values.
• Strive for continuous improvement.
• Deliver excellent customer service.
• Take personal responsibility for understanding and following the company’s Health & Safety policies and practices.
• Handle confidential and sensitive information with utmost professionalism.

Role Specific Accountabilities:

• Perform duties and provide overall security service as instructed by the General Manager.
• Conduct regular patrols of internal and immediate external areas, noting any maintenance issues, anomalies, or residential matters on the M-post patrolling app. Escalate critical findings to the management team when necessary.
• Support the daytime front-of-house team in conducting regular building health & safety inspections and maintaining a safe environment.
• Enter relevant comments/details in the security daily handover and liaise with the daytime front-of-house team to ensure continuous operation.
• Assist the daytime front-of-house team with key residential administrative tasks, such as checking and updating Move In and Renewals Sheets, Apudos system, Inventory Hive portal, and WiFi portal onboarding.
• Conduct regular inspections of vacant apartments and pre-let property condition checks in collaboration with the daytime front-of-house team.
• Perform concierge duties, including parcel collection and key management.
• Liaise with customers to assess maintenance matters, user errors, defects, etc., in collaboration with the front-of-house team.
• Actively promote the Scheme to attract future renters by ensuring positive feedback on Google and other portals (implement QR scanning code for ease).

Required Experience and Technical Competency:

• Excellent verbal and written communication skills.
• Excellent IT and numeracy skills.
• Practical application and working knowledge of Health and Safety requirements and legislation to eliminate or mitigate risks in the workplace.

Key Behavioural Competencies:

• Fairness: Treat others with respect, honesty, and reliability.
• Organisational Improvement: Contribute ideas to move the company forward.
• Communication: Confidently pass on and gather information across all communication channels.
• Respect: Demonstrate ethical values consistently, respecting and understanding others.
• Unified Approach: Work with others, share information, and help colleagues to meet business goals and comply with Standard Operating Procedures (SOP’s).
• Safety: Actively maintain a safe work environment for all.