Head Concierge

LRM Prime; City Of London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A residential management company in London is seeking a Head Concierge to lead front-of-house operations at an exclusive development. The role focuses on delivering exceptional service to residents and managing a high-performing concierge team. Ideal candidates will have luxury hospitality experience, strong leadership qualities, and a commitment to maintaining the highest standards. This position offers a unique opportunity to shape the identity of a premium living environment.

Qualifications

• Previous experience in luxury residential, hotel, or hospitality environments.
• Impeccable appearance and manner; articulate and personable.
• Naturally intuitive and driven by resident satisfaction.
• Excellent multitasking skills with a focus on presentation.
• A team player who motivates and leads others.

Responsibilities

• Lead concierge operations ensuring 5-star service delivery.
• Act as primary contact for residents, building trusting relationships.
• Uphold cleanliness and operational standards.
• Oversee communication with residents and service providers.
• Support KPI tracking and compliance with protocols.

Skills

Luxury residential experience

People skills

Operational awareness

Attention to detail

Leadership

Tech savviness

Job description

We are seeking a polished, experienced, and proactive Head Concierge to lead the front-of-house operations at TwentyFive, a residential development on the edge of Marylebone, just moments away from Mayfair and Hyde Park. As the face of this premium development, the Head Concierge will be instrumental in creating an elevated lifestyle experience for residents. You will lead by example, ensuring a seamless, discreet, and genuinely personalised concierge service that reflects the high standards and sophistication of TwentyFive. TwentyFive is a joint venture between Native Land and The Portman Estate, a development of 23 elegant apartments and 2 penthouses in Marylebone, only five minutes' walk from Hyde Park and Oxford Street. Designed by architects Stiff+Trevillion, with interiors by MSMR and Hudson and Mercer, TwentyFive offers high quality lateral living, with broad and high rooms providing open and fluid interior space. It is part of a wider redevelopment which includes Grade A office space and four retail units which will house high-end curated shops and eateries selected by The Portman Estate. This is a rare opportunity to shape the identity of an exclusive luxury residential development!

Leadership & People Management

• Provide visible, hands-on leadership across all concierge operations.
• Manage, coach, and develop the on-site concierge team, setting the standard for 5-star service delivery.
• Conduct performance reviews, probationary meetings, and internal service audits.
• Lead regular team briefings to maintain a collaborative, informed, and motivated workforce.
• Maintain consistent staffing and professional presentation across all shifts.
• Ensure full compliance with training requirements and operational systems.

Resident Experience & Service Excellence

• Act as the primary point of contact for residents, offering a warm, attentive, and discreet presence.
• Build lasting, trusted relationships with residents, understanding their individual preferences and needs.
• Deliver tailored services and solutions that exceed expectations-from everyday requests to bespoke lifestyle assistance.
• Maintain an accurate resident profile database to support personalised service.
• Ensure every resident and guest touchpoint reflects the prestige of TwentyFive.

Operational Oversight & Site Standards

• Uphold the highest levels of cleanliness, order, and presentation across both front and back of house.
• Conduct regular site inspections and oversee the quality of shared and public spaces.
• Manage inventory and supplies, including laundry and uniform services.
• Maintain familiarity with all building areas, including plant rooms and security access points.
• Ensure detailed shift logs are accurately maintained and communicated.

Technology, Communication & Systems

• Oversee the rollout and upkeep of the resident app, ensuring effective digital engagement.
• Ensure smooth and timely communication between residents, concierge, building management, and third‑party service providers.
• Demonstrate strong competency with the building's advanced BMS and access control systems.

Compliance, Reporting & Procedures

• Support the Senior Property Manager with KPI tracking, SLA reporting, and internal documentation.
• Maintain full compliance with Health & Safety, fire, and security protocols.
• Champion adherence to all operational standards and service procedures.
• Support Property Manager with matters relating to the BSA.
• Involvement with monitoring and budget planning alongside the Senior Property Manager.

Professionalism & Brand Representation

• Set the tone for professionalism, discretion, and reliability in all duties.
• Represent TwentyFive and the wider brand with integrity, warmth, and a commitment to excellence.
• Undertake any additional responsibilities as reasonably required by senior management.

You are confident, composed, and service-driven‑naturally attuned to the needs of high‑end residents and the rhythm of luxury living. You possess both the people skills and operational awareness to lead from the front while managing a high‑performing team.

Qualifications

• Concierge or Hospitality Experience: Previous experience in luxury residential, hotel, or hospitality environments is ideal‑but we also welcome individuals from alternative customer‑focused backgrounds with the right mindset.
• Professional Presence: Impeccable appearance and manner; articulate, poised, and personable.
• Resident‑Focused: Naturally intuitive and anticipatory; driven by resident satisfaction and service quality.
• Organised & Detail‑Oriented: Excellent multitasking skills with a sharp eye for presentation and process.
• Leadership & Collaboration: A team player who motivates, supports, and leads others by example.
• Tech Savvy: Comfortable with digital systems, concierge platforms, and smart building technologies.

LRM Prime specialise in delivering exceptional residential management services to upscale residential and mixed‑use developments, primarily in the prestigious heart of Central London. With unmatched expertise in managing prime and super‑prime properties, we bring our clients' brands and values to life, offering bespoke solutions that elevate luxury living to the next level.