Night Concierge

Date Posted: 06/10/2021
Department: Newfoundland
Company: Vertus Residential Management
Reporting to: Manager – Concierge

Job Summary:

Reporting directly to the Manager – Concierge and working closely with, and taking daily instructions from, the Building Manager, you will ensure that residents (tenants) have the best rental experience and consistently deliver the highest levels of customer service, becoming a Vertus brand ambassador. 

Who is Vertus?

Vertus is part of the Canary Wharf Group, one of London’s great landlords. Over the last 30 years the Group has serviced the world’s blue chip corporate and retail tenants whilst undertaking the design, construction and management of the ever-growing Estate.

Canary Wharf Group has built this reputation by providing exceptional service through estate management, building management, public space management and security.

The Vertus team will manage all aspects of the Build to Rent assets on the Estate, as well as the initial management during the final construction programme and handover period.

The team will be based on site and will be comprised of a core group of experienced specialists and individual building management members, dedicated to the lettings and management of both the building and the apartments. This team will have a comprehensive track record of delivering excellent service and will be dedicated to meeting the needs of their customers and residents.

The Vertus team will be dedicated to providing a superlative service to residents, 24 hours a day and 365 days per year.

About Canary Wharf Group

Canary Wharf Group (CWG) is the developer of the largest urban regeneration project in Europe. CWG develops, manages and currently owns interests in approximately 7.7 million square feet of office space, 0.9 million square feet of retail and over 1,000 build-to-rent apartments.

CWG is the largest sustainable developer in the UK with over 10 million square feet of sustainable certified buildings. CWG also excels operationally as it purchases 100% electricity from renewable sources since 2012 and zero waste to landfill since 2009.

CWG has created a 24/7 city where people can live/work/play on the Canary Wharf estate and enjoy all the benefits: great transport links, access to green spaces and waterside living; and a wide range of amenities including an award-winning arts and events programme. Canary Wharf’s retail offering comprises over 300 shops, including grocery stores, pharmacies, health clubs, bars and restaurants, all within 15 minutes’ walk.

The Company’s current £2.4bn construction activity is composed of 500k square feet of commercial properties and over 1,750 new homes for sale and rent.

Our Culture and Values

Working at Canary Wharf Group means working for a forward thinking, collaborative team. We hire staff who strive to make a difference and achieve the highest standards. Everyone is empowered to make a difference and our ethos encourages everyone to think like an owner. Our business puts our customers and people at the heart of everything, we work to meet their needs and exceed expectations.

Our mission is to empower our people, engage our communities and create sustainable places.

Our values help us achieve exceptional results:

Excellence: Commit to achieving the best with integrity

Collaboration: Make us of our vast experience and knowledge to work effectively together

Engagement: Develop our people, our communities, our stakeholders and our suitable environment and be exceptional while respecting others

Ownership: Take responsibility and pride in what we deliver. Everyone has the opportunity to make a difference.

Innovation: Embrace change and encourage innovation

Main Responsibilities

  • Deliver unparalleled levels of service for all residents and their guests and always make the site feel like their home.
  • Engaging with residents. Building professional yet caring and supportive relationships.
  • Delivering consistently high levels of customer service at all times.
  • Supporting all marketing and promotional aspects of the building and its apartments.
  • Carrying out viewings of apartments available to let when required.
  • Assisting tenants moving into their apartment and completing apartment and appliance inductions as needed.
  • Escalating any service or performance issues for immediate rectification with the central Helpdesk.
  • Assisting with the coordination of community events.
  • Be responsible for the cleaning, inspection and immaculate presentation of reception area and common parts, ensuring these remain pristine at all times.
  • Providing local area information to residents.
  • Liaising with the Building Manager in respect of customer surveys and feedback, identifying areas for change and continuous improvement.
  • Ensure the security of the building is never compromised.
  • Whilst covering the desk you may need to carry out office and administrative duties and assist with ad-hoc work as required.
  • Provide a detailed handover at the end of each shift to ensure continuity of service at all times.
  • Coordinating tenancy inspections and undertaking inspections of the apartments as instructed.
  • Supporting residents at the point of moving in/out and administering checks.
  • Supporting residents with any queries and directing any maintenance reports to the Head Office relevant teams.
  • Undertaking daily and weekly inspections of the building.
  • Access control management including fob programming and cancellation to agreed protocols.
  • Reporting and assisting with any cleaning issues as they arise.
  • Assisting with the co-ordination of day to day on site services and signoff in accordance with the central team’s maintenance schedules.
  • Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with Vertus procedures.
  • Recording all safety checks, contractor visits and completing on site reports including daily activity logs.
  • Establishing and developing working relationships with suppliers and contractors.
  • Day to day management of the amenity spaces including room booking co-ordination.
  • BringMe parcel management, including sign in and out of larger items for residents.
  • Undertaking routine daily/weekly safety inspections and updating the central management team.
  • Process resident payments.
  • Available to respond to out-of-hours rota for emergencies as required.                                                       

What We Require of You

  • Previous experience in residential property (private rented preferred), hospitality or customer service sectors is essential.
  • Excellent communication and interpersonal skills displaying understanding of residents’ needs
  • Good level of computer literacy using Microsoft Word, Excel and Outlook.
  • High standard of written and spoken English, additional language skills are of benefit.
  • Must be pro-active and able to use initiative in order to enhance the building reputation and make the community the best available.
  • Flexibility and adaptability.
  • A sense of humour and plenty of energy and enthusiasm.
  • Problem solving, well organised and ability to work well under pressure.
  • Well-groomed and of smart appearance.

To achieve our company vision, mission and values, there are core responsibilities within each job role that helps us provide a consistent, safe and effective approach, whilst improving the service that we deliver.

All staff shall:

  • Adhere to our Health, Safety, Quality and Sustainability requirements as detailed in our policies within our Integrated Management System. The latest documents including relevant procedures and forms can be found on SharePoint, with Trade Contractor and Consultant related documents on Asite.
  • Act responsibly, and take care of yourselves and others. Follow all necessary precautions, guidance and instructions when conducting, supervising or managing a task. Further details regarding Health & Safety are set out in the Health & Safety Policy, within our Employee Handbook and are available within our health and safety management system located on SharePoint.
  • Protect the environment and reduce our environmental impacts through reducing energy use and minimising waste produced onsite. Staff should adhere to the procedures in our environmental management system. Relevant documents are located on SharePoint.

What We Offer

Diversity and Inclusion: We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working: As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development: At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits: We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.

If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online or send your cv and covering letter to: Personnel Department, Canary Wharf Group plc, One Canada Square, Canary Wharf, London, E14 5AB.

Closing date for applications is Sunday 31 October 2021.

Early applications are encouraged as we reserve the right to appoint at any point.

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