Concierge (TCC)

Job Introduction

We are recruiting a dedicated Concierge to join our fantastic Rapport team, working within one of our Client's prestigious residential buildings in the heart of London West End.

As the Concierge, you will play a vital role in delivering outstanding service to the residents of the building’s luxury apartments. You will report to and assist the Residence Manager, ensuring that residents' needs are consistently met and exceeded, fostering a warm and welcoming environment. Your responsibilities will involve offering high-end, personalised services to residents, addressing their inquiries, and providing assistance with various day-to-day tasks.

Type of contract: Full-time, Permanent

The core service hours are 8 AM - 8 PM, with shift patterns of 3 days working and 3 days off. The job holder will be responsible for ensuring that the reception is covered during these hours, working Monday to Sunday.

Main Responsibilities 

• Providing exceptional front-of-house service to residents, ensuring their needs are met promptly and professionally at all times
• Serving as the primary point of contact for all residents, handling requests, arranging services, and addressing concerns in a courteous and efficient manner
• Assisting the Residence Manager in managing the day-to-day operations of the building, ensuring the highest standards of customer care and service excellence
• Coordinating with service providers, maintenance teams, and contractors to ensure residents' needs are met efficiently and any issues are resolved promptly
• Maintaining a deep knowledge of the local area to assist residents with personalised recommendations, bookings, and various concierge services
• Ensuring the good presentation and upkeep of all reception and resident areas, maintaining a clean and welcoming environment at all times
• Working efficiently and effectively to deliver prompt, reliable, and consistent service, ensuring a seamless resident experience
• Responding professionally and in a timely manner to all resident and guest inquiries, whether by email, telephone, or in person
• Building and maintaining positive relationships with residents and external guests, developing a clear understanding of their individual preferences and needs
• Understanding residents’ unique requirements and provide personalised solutions to enhance their experience and satisfaction

The ideal candidate will:

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Ideally, have at least one year of previous experience in a Reception/Concierge role within a luxury residential or 5* hotel setting
• Possess excellent interpersonal skills with a friendly and approachable demeanor
• Have strong organisational abilities, attention to detail, and the ability to multitask
• Have a good understanding of the local West End area and ability to recommend local services, restaurants, and entertainment
• Be professional, well-groomed appearance and strong communication skills
• Have a proactive and flexible attitude with a passion for delivering outstanding service.

Some of our benefits include:

• Exclusive travel discounts with TUI, Expedia, Booking.com and many more
• Save money on your groceries with discounts on Tesco, Sainsbury’s, Morrisons and other major brands
• A wide range of offers dedicated to improving your personal finances for a more secure future, including life assurance cover
• Regular emails filled with the best discounts and savings available
• Receive cash rewards every time you spend and use them on a wide range of brands
• Financial rewards - for recommending your friends and family and/or even when you bring new business to us (legitimate qualified sales leads)
• Contributory pension scheme
• Access to wellness programs to promote the mental health and well-being of our Ambassadors
• Employee Assistance Program to guide and support our team members
• Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
• Learning & development opportunities to support your personal and professional development and growth
• WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients
• One Paid Day for Charity Work

Why Rapport?

Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.

We are committed to equality of opportunity and inclusion within the workplace, and we celebrate everyone’s differences and diverse backgrounds. We have created a number of Employee Networks as part of our “Be Yourself at Rapport” programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.

Our Ambassadors’ mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in.

Rapport is also a Disability Confident Employer, and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.

About the Company

Rapport is an award winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong.

We are very proud to count some of the UK’s most forward-thinking, blue-chip companies as our clients, from small boutique firms to large multi-site international corporations, all with a common goal to provide excellent Customer Service.

Our most prestigious awards include:

• In the 2021 ‘Best Companies to work for’ awards, Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes).
• We were awarded three stars from ‘Best Companies’, their ultimate accolade, in 2021 signifying a ‘World Class’ company.
• Top 30 Best Places to Work in Hospitality in 2021 winner.
• Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019

Rapport is a part of Compass Group UK & Ireland, a FTSE 100 company. Please visit our website, www.rapportservice.com, for further information and before applying to learn more about Rapport and our clients.

We will contact applicants within 5-7 workings days. Rapport job adverts always gain a high response rate, but we do review all applications. Please check your inbox and your junk/spam folder for our response to your application. Due to high application volumes, we recommend that you do not apply for more than one role at any time. Please ensure you apply for the role that best matches your experience.