Residents Service Manager

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The purpose of the Resident Service Manager is to act as an ambassador for The Stage delivering an unparalleled level of service in an intuitive and bespoke manner. They will assist the senior management in creating and updating company procedures specific to The Stage and provide supervision, training, and support to all front of house staff. You will be responsible for the delivery of the highest levels of customer service to all residents and their guests and it will be your duty to create memorable experiences and management of day-to-day duties that may involve operation of the Concierge Desk, supervision of the amenity levels and supporting the Estate Management with building matters and monitoring of onsite security.

Role Specific Accountabilities

• To act as line manager for all front of house staff (including amenities concierges).
• Hold regular performance appraisals with Front of House staff.
• To supervise and manage all resident services within The Stage, including all activities on the ground floor such as concierge service/valet to all amenities spaces.
• Build trustworthy, professional relationships with all residents and aim to exceed expectations when dealing with any lifestyle requests including transportation bookings, restaurant bookings, theatre bookings, chauffer service and dry-cleaning requests.
• To conduct the required health and safety inspections and activities to assist in keeping the development and workplace a safe environment for all.
• Covering Concierge desk when away from their post and during lunch breaks or in the event of staff shortages.
• Always ensure reception area and common parts of The Stage remain pristine.
• Ensure that all residents and visitors are greeted promptly and courteously, in a warm and friendly manner.
• Arrange and attend monthly meetings with the Night team as well as carrying Performance reviews after office hours as/when necessary.
• Circulate regularly throughout all Front of House areas, maintaining a high profile with residents and staff.
• Develop partnerships with local businesses to raise the profile of the development and ensure the highest level of service is provided to residents.
• Prepare and submit annual budgetary information and updates as required.

Requirements

• Previous experience in a guest facing role, preferably a management position within a hospitality environment and high-end residential.
• Must have good organisational skills, excellent communication skills and customer service skills, and good understanding of Health and Safety.
• Demonstrates outstanding leadership / lead from the front.
• The ability to delegate responsibilities, organise projects, and establish priorities consistent with the property's short term and long-term objectives.
• Be able to take a strategic overview and plan.
• Possesses strong business and commercial acumen along with excellent people management and development skills.
• Experience of supervising / managing a team.
• Project always a positive and motivated attitude and to exercise self-control.
• Proven ability to handle confidential information and sensitive matters that may involve the general public and handling issues and queries with professionalism.
• Practical application and working knowledge of Health & Safety requirements and legislation to eliminate or mitigate risk in the workplace.
• Service driven, understand the importance of going the extra mile.
• High standard of written and spoken English, additional language skills beneficial.
• Must be assertive, show initiative and have a very keen eye for detail.
• Eligible to work in the UK.

About Rhodium

Rhodium was established to solely focus on the new build super prime residential market in London. Identifying a gap in the property management industry, Rhodium has created a unique business model not based on scale which provides a level of continuity and focus for each scheme we manage.

Part owned by the Monaco Royal Family, Rhodium has a completely unique understanding of the ultra- high net worth individual, how they live and operate within their homes. Rhodium has a contracted portfolio of £12bn across forty schemes and is involved with some of London's most prestigious developments and clients. Every scheme we manage has been individually selected to complement our brand and ensure we only manage developments of the highest calibre. Discretion, integrity, and transparency are at the heart of our entire organisation.