Location
London

Hours
Full time, with an understanding and willingness to contribute to a 24-hour operational schedule when required.

Salary
Negotiable

About the Role
Your role will be responsible for leading and supervising the running of the residential concierge desk at the Raffles London OWO Residences. Working closely with the Director and Assistant Director of Residents, you will oversee all aspects of concierge services, resident check-in/out arrivals and departures, and the overall residents’ journey. You will pre-empt and deliver a luxurious and high-quality level of service to residents while managing delivery and service targets.

You will collaborate closely with Security, Food & Beverage, Housekeeping, Engineering, and Spa departments to ensure a smooth and consistent service that surpasses residents’ expectations.

Key Responsibilities:
- 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 efficiently and discreetly
- 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 and aligned with the brand image
- Monitor building security systems and access control, responding promptly to any issues while maintaining a calm 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 when 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
- Provide additional support in the absence of the line manager or senior employee and perform other duties as required, including working in different departments or restaurants

Health and Safety
Ensure 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 persons and property by strict adherence to laws and ordinances, anticipating hazards and correcting or pre-planning defences. Encourage general awareness of Health and Safety in all departmental tasks and activities.

Experience
Recent experience within luxury residential environments, 5-star hotels, or a similar role is essential. Knowledge of market competitors and event industry trends is required. Previous experience working with LQA, Forbes 5* or equivalent standards is desirable.

About you
Enthusiastic and committed to delivering the best service and experiences possible in any situation. Proven ability to provide high levels of service under pressure. Exceptional communication and customer service skills, both written and spoken. Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance. Willingness to contribute to a 24-hour operational schedule when required.

Qualifications
Ability to communicate clearly and efficiently in English, both verbal and written. Other formal qualifications are not specified but a polished hospitality-led approach and professionalism are essential.