Scope Of Position
Your role will be responsible for leading and supervising the running of the residential concierge desk at the Raffles London OWO Residences. The OWO Residences by Raffles.
Working with the Director and assistant Director of Residents overseeing all aspects of concierge, and resident check in/out arrivals/departures and the residents’ journey. The role involves the ability to pre-empt and deliver a luxurious and high-quality level of service to residences whilst managing delivery and service targets.
You will work in close contact with Security, F&B, Housekeeping, Engineering and Spar departments to ensure a smooth and consistent service, surpassing the residents’ expectations.
Responsibilities
Operation
- Deliver an exceptional, warm, and highly personalised concierge service to residents and their guests, ensuring a welcoming and refined daytime experience
- Act as the primary point of contact within the building, maintaining a visible, approachable, and professional presence at all times
- Manage resident, guest, and contractor arrivals and departures with efficiency, discretion, and attention to detail
- Coordinate concierge services and resident requests, including bookings, deliveries, taxis, couriers, and local recommendations, in line with luxury service standards
- Oversee front-of-house presentation, ensuring all public and resident-facing areas are immaculate, well maintained, and aligned with the brand image of the development
- Monitor building security systems, access control, responding promptly to any issues while maintaining a calm and reassuring environment
- Liaise with property management, maintenance teams, and approved contractors to ensure seamless day-to-day operations
- Handle resident enquiries and concerns professionally, resolving issues proactively and escalating where appropriate
- Manage keys, access fobs, parcels, and deliveries securely and in accordance with site procedures
- Maintain accurate, confidential records of resident interactions, service requests, incidents, and maintenance issues
- Support compliance with health & safety, fire safety, and data protection requirements at all times
- Represent the development’s brand and values through immaculate personal presentation, exceptional communication, and a polished, hospitality-led approach
- Additional responsibilities in absence of line manager or senior employee.
- Performs other duties as required or assigned including working in a different department or restaurant, than usually assigned.
Health and Safety
- Ensure that all potential and real hazards are reported immediately and rectified.
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
- Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
- Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.