Upper Riverside
Job Description, Day – Concierge
Job Title: Concierge
Location: Upper Riverside, Greenwich Peninsula
Reports to: Duty Manager
Hours of Work: 12-hour shifts, 4 on / 4 off
Role Purpose
The Concierge is a front-line, site-based role responsible for providing a high standard of reception, resident service, access control and day-to-day operational support across Upper Riverside.
The Concierge acts as an important first point of contact for residents, visitors, contractors and service partners. The role supports the smooth running of the buildings by maintaining a professional front desk presence, assisting with resident enquiries, managing parcels and deliveries, carrying out routine checks, supporting building safety procedures, and helping to ensure that communal areas, amenity spaces and access arrangements are well managed.
The Concierge is expected to always work professionally, communicate clearly, use sound judgement, and contribute positively to the wider team.
Key Responsibilities
Front of house and resident service
• Provide a professional, friendly and helpful service to residents, visitors, contractors and other stakeholders.
• Ensure the reception desk is attended appropriately throughout the shift and that front-of-house standards are maintained.
• Assist residents with general enquiries and day-to-day requests.
• Answer telephone calls and emails politely and professionally.
• Deal with complaints calmly, courteously and in line with site procedures.
• Maintain a clean, tidy and presentable reception area at all times.
• Complete, clear and accurate handovers at the end of each shift.
Building operations and daily support
• Carry out routine patrols and inspections as required and report any issues identified.
• Keep communal areas tidy, presentable and free from obstruction.
• Check amenity spaces and report any concerns relating to cleanliness, condition, equipment or bookings.
• Support the management of amenity bookings and highlight any duplicate or conflicting bookings.
• Book resident appointments where required, including comfort cooling appointments, and update relevant calendars or systems.
• Report maintenance concerns, defects and building issues promptly to the Duty Manager or relevant team.
• Support the Duty Manager and wider site team with day-to-day operational tasks where needed.
Parcel management and deliveries
• Handle parcels and deliveries in line with site procedures.
• Maintain accurate parcel records and ensure items are stored properly and safely.
• Tidy and organise the parcel hub each morning and throughout the day as needed.
• Keep parcel shelves orderly and make best use of available space.
• Carry out parcel runs where required.
• Contact or chase residents to collect parcels where necessary, particularly where parcels remain in lobbies, post box areas or other non-designated locations.
• Help reduce parcel backlogs and maintain a safe, organised parcel storage area.
Keys, fobs and access control
• Manage keys and fobs in line with site procedures.
• Carry out key and fob checks or audits as required.
• Complete contractor fob audits and report or cancel unknown fobs in line with management instruction.
• Support resident key safe audits where required.
• Check that keys are stored correctly and descriptions match the information recorded.
• Monitor access into the building and challenge or report any unauthorised or suspicious presence where appropriate.
• Monitor CCTV and building access systems as part of normal concierge duties.
Contractor and engineer coordination
• Sign contractors and service personnel in and out in line with site procedures.
• Deal with a high volume of contractors and engineers attending the site each week.
• Support contractors with access arrangements where authorised to do so.
• Work with cleaners, contractors and maintenance teams to help ensure that work is carried out smoothly.
• Report concerns about contractor attendance, conduct or access issues to the Duty Manager.
Health, safety and compliance support
• Follow all fire safety procedures and site safety requirements.
• Help ensure that common parts remain clear in line with fire safety expectations.
• Report health and safety concerns promptly.
• Follow accident and incident reporting procedures.
• Assist during emergencies where required and in line with training and site procedures.
• Support the wider team in maintaining safe, secure and well-managed buildings.
Team support and administration
• Use Microsoft 365 programmes such as Outlook, Word and Excel as part of the role.
• Complete reports, logs, records and handovers accurately and on time.
• Train or support new concierge team members where required.
• Work closely with the Duty Manager and other team members to maintain consistent standards across the site.
• Carry out any other reasonable duties within the scope of the role.
Person Specification
Experience
• Experience in a customer-facing role, ideally within residential, hospitality, concierge or property management.
• Experience of dealing with residents, visitors, contractors and service providers professionally.
• Experience of handling enquiries and complaints calmly and helpfully.
• Experience of working in a busy operational environment.
Skills and attributes
• Strong customer service skills and a professional manner.
• Good verbal and written communication skills.
• Able to remain calm under pressure.
• Good organisational skills and attention to detail.
• Able to manage routine tasks reliably and consistently.
• Comfortable using Microsoft Outlook, Word and Excel.
• Able to use sound judgement when dealing with access, security and resident matters.
• Reliable, punctual and presentable.
• Able to work as part of a team and follow management instructions.
• Awareness of health and safety, fire safety and security responsibilities in a residential setting.
Key Relationships
• Duty Manager
• Assistant District Manager
• District Manager
• Concierge team
• Residents and visitors
• Contractors and engineers
• Cleaning and maintenance teams
• Estate security
• Wider site management team
Summary
The Concierge plays an important role in the day-to-day operation of Upper Riverside. The role combines front of house service, resident support, parcel management, access control, contractor coordination and building support duties. The Concierge is expected to maintain high standards of customer service, presentation, safety and professionalism at all times, while supporting the wider team in delivering a well-run residential development.
