Concierge/Front Of House

Deverell Smith Recruitment Ltd; Poole; On-site; GBP 21,000 - 30,000; Full time

Job summary

Deverell Smith Recruitment Ltd is seeking a warm, engaging Concierge / Front Of House for a new Build-to-Rent development in Poole. You’ll be the face of the building, greeting residents and visitors, delivering first-class service, and helping foster a sense of community.

The role involves events, resident programming, and ongoing resident engagement, with scope to grow into a permanent on-site team member.

Qualifications

• Strong customer service skills and ability to engage with walk-ins, residents and prospective renters.
• Excellent communication skills, both face-to-face and over the phone.
• Natural, informal flair for sales without a hard-sell approach.
• Experience in Build-to-Rent, hospitality or luxury customer service is desirable.
• Comfortable using social media and online community platforms.
• Flexible and reliable, with ability to support evenings/weekends.

Responsibilities

• Lead front of house and telephone support, managing and resolving day-to-day queries.
• Ensure visitors and contractors are signed in and out of the site in line with procedures.
• Deliver best-in-class service to ensure resident satisfaction and retention, maintaining a high standard of customer service at all times.
• Develop and maintain strong relationships with residents, ensuring service levels are met.
• Assist with programming, events, and administration to enhance the resident experience.
• Actively seek and act on resident feedback to continuously improve services.
• Maintain systems with up-to-date customer feedback and preferences.
• Be proactive in engaging with residents across online platforms and promoting community initiatives.
• Be proactive in informing the management team of any problems or situations arising.

Skills

Customer service

Communication

Sales

Social media

Reliability

Job description

About the Opportunity

An exciting new Build-to-Rent development is preparing to open its doors, and we're looking for a warm, engaging, and highly capable Concierge / Front Of House to be the face of the building from day one.

This is far more than a front-desk role. You'll be the first point of contact for prospective and current residents, creating a brilliant first impression while helping to build a genuine sense of community within the building. If this pilot role is a success, there is scope for the position to become permanent as part of a growing on-site concierge team.

What You'll Be Doing

Front of House & Member Support

• Lead front of house and telephone support, managing and resolving day-to-day queries.
• Ensure visitors and contractors are signed in and out of the site in line with procedures.
• Deliver best-in-class service to ensure resident satisfaction and retention, maintaining a high standard of customer service at all times.

Building Relationships & Community

• Develop and maintain strong relationships with residents, ensuring a high level of customer service and satisfaction by managing and meeting expectations and service levels.
• Assist with the development of the resident experience through programming, initiatives, events, and administration.
• Actively seek and act on resident feedback to continually improve services.
• Maintain systems with up-to-date customer feedback and personal preferences.

Engagement & Promotion

• Actively engage with residents across various online platforms - responding to news feed posts, direct messages, and posting regularly on the news feed and other social media platforms.
• Assist with visual promotion of upcoming programming, events, and community-led initiatives.
• Support the promotion of the wider rental offering to prospective residents, giving them the confidence and excitement to want to call the building home.

Team & Reporting

• Be proactive in informing the management team of any problems or situations arising.

What We're Looking For

• A genuinely bubbly, personable character who enjoys talking to people and building rapport.
• Strong customer service skills - someone comfortable engaging confidently with walk-ins, residents, and prospective renters alike.
• Excellent communication skills, both face-to-face and over the phone.
• A natural, informal flair for sales - someone who can enthuse people about the building and lifestyle on offer, without a hard-sell approach.
• Previous experience in Build-to-Rent, hospitality, luxury retail, luxury sales, or high-end customer service is highly desirable.
• Comfortable using social media and online community platforms.
• Flexible and reliable, with the ability to support evenings/weekends as needed.
• A proactive, can-do attitude - someone who takes ownership rather than waiting to be told.