Assistant Manager - Front of House

Canary Wharf Group; London; On-site; GBP 39,000; Full time

Job summary

A leading company in residential management is seeking an Assistant Manager – Front of House to enhance the living experience for residents. This night-based role requires strong leadership and customer service skills, overseeing the Concierge team and ensuring high standards of service. The successful candidate will support recruitment, manage team performance, and handle resident queries, all while fostering a welcoming environment. The position offers a competitive salary and various benefits, emphasizing the company's commitment to excellence and employee development.

Benefits

Pension

Health Plans

Gym Discounts

Store Discounts

Family Leave

Qualifications

• Proven experience in residential property or hospitality sectors.
• Previous supervisory or managerial experience in a high-end residential environment.

Responsibilities

• Support recruitment and training of Concierge team members.
• Act as the main point of contact for the Concierge team.
• Ensure exceptional service levels to residents and guests.

Skills

Customer Service

Leadership

Communication

Problem Solving

Education

TPI Qualification

Tools

Building Management Systems

Microsoft Office

Job description

Department: Residential Estates

______________

Company: Canary Wharf Residential Management Limited

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Reporting to: Operations Manager

______________

Job Summary

Reporting directly to the Manager – Front of House, the Assistant Manager – Front of House plays a key role in delivering an exceptional living experience for all residents. As a CWRML brand ambassador, you will uphold the highest standards of customer service and support the smooth running of the Front of House operation across multiple buildings. This is a night-based, floating role, providing leadership support to the Concierge team, covering the front desk when needed, and stepping in for the Manager – Front of House during their absence.

Annual Salary: £38,480

Working Hours: 7pm-7am, 4 on 4 off, shifts across Monday to Sunday

Closing Date: 30th May 2025 (candidates will have until 23:59 on 29th May to apply)

Main Responsibilities

1. Support recruitment, onboarding, and training of Concierge team members across all Southbank Place buildings, focusing on the night team.
2. Act as the main point of contact and line manager for the Concierge team in the absence of the Manager – Front of House, including handling absence calls and arranging cover.
3. Provide feedback on team performance and assist with appraisals, leading the night team’s evaluations.
4. Hold regular catch-ups with night team members and the Manager – Front of House.
5. Ensure exceptional service levels to residents and guests, maintaining a welcoming environment.
6. Assist with rota planning and circulate weekly schedules.
7. Monitor the Concierge team’s performance, ensuring duties are completed and standards met.
8. Support in handling resident complaints and escalate issues when necessary.
9. Assist with daily front desk duties as needed.
10. Build positive relationships with residents through professional engagement.
11. Collaborate with the Residential Building Manager and Manager – Front of House on events.
12. Assist with resident move-ins, including apartment and appliance inductions.
13. Proactively escalate service or performance issues for resolution.
14. Review CCTV footage as instructed, ensuring compliance with GDPR and confidentiality.
15. Provide residents with local area knowledge and guidance.
16. Work with the Residential Building Manager on surveys and feedback for improvement.
17. Support move-in and move-out processes and conduct relevant checks.
18. Handle resident queries and escalate maintenance requests.
19. Conduct building inspections daily and weekly.
20. Manage access control, including programming and cancelling fobs.
21. Report and follow up on cleaning or hygiene issues.
22. Oversee door entry fob issuance and maintain access control records.
23. Help ensure building safety and adherence to procedures.
24. Develop relationships with contractors and suppliers.
25. Manage operations of amenity spaces, including bookings.
26. Oversee parcel management and record deliveries.
27. Carry out safety inspections and update the team.
28. Provide full cover for the Manager – Front of House during absences.
29. Respond to emergency out-of-hours calls on a rota basis.

Person Specification

• Proven experience in residential property or hospitality sectors.
• Previous supervisory or managerial experience in a high-end residential environment.
• Outstanding customer service skills, with professionalism in challenging situations.
• Strong leadership and team management skills.
• Excellent communication skills, verbal and written.
• Familiarity with building management systems, including access control.
• Proactive problem-solving attitude and drive for improvement.
• Willingness to work flexible hours, including day and night shifts.
• Collaborative and team-oriented mindset.
• Holder of a relevant TPI qualification is preferred or willing to obtain within the first year.
• Ability to interpret legal documents like leases and produce professional written material.
• Well-organized, calm under pressure, and efficient at resolving issues.
• Ability to build positive relationships with residents, colleagues, and external stakeholders.
• Professional and approachable demeanor, maintaining objectivity and courtesy.
• Confident in using IT systems, including Microsoft Office and email platforms.

Additional Responsibilities

• Health, Safety, and Welfare: Fulfill legal duties and follow policies.
• Environmental, Social & Governance (ESG): Understand and adopt ESG principles, support environmental and community initiatives.
• Quality Management: Comply with ISO 9001 standards and company quality policies.

Company Values

• Commit to Excellence: Act with integrity, put customers first, resolve issues effectively.
• Foster Collaboration: Work across teams, respect others, collaborate with suppliers.
• Encourage Engagement: Make decisions confidently, learn from feedback, support community programs.
• Take Ownership: Deliver high-quality service, seek self-development, own performance.
• Embrace Innovation: Welcome change, suggest improvements, view challenges as opportunities.

What We Offer

Diversity and Inclusion

We value diverse backgrounds and perspectives, fostering an inclusive environment where everyone can thrive.

Flexible Working

We consider flexible arrangements to support wellbeing and productivity.

Learning and Development

We invest in our staff’s growth through training, mentoring, and educational opportunities.

Other Benefits

Our benefits include pension, health plans, gym discounts, store discounts, and family leave, tailored to individual needs.

If interested, please complete the online application form. Early applications are encouraged as we may appoint at any time.