Night Assistant Manager - Front of House

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

Job summary

Join a leading company as a Night Assistant Manager - Front of House where you'll oversee the Concierge Night team, ensuring an unparalleled customer service experience for residents. This full-time role operates on a 4 on, 4 off schedule, focusing on team management and resident engagement within a renowned property management firm.

Benefits

Flexible working arrangements

Learning and development opportunities

Health and wellness benefits

Generous pension plan

Employee discounts

Qualifications

• Previous management experience in residential or hospitality sectors.
• Leadership qualities with ability to motivate a team.
• Excellent communicator with customer care focus.

Responsibilities

• Manage the Vertus Concierge Night team across the portfolio.
• Monitor team performance and conduct training.
• Ensure high levels of customer service delivery.

Skills

Customer care

Leadership

Communication skills

Problem-solving

Detail-oriented

Tools

MS Office

Job description

Night Assistant Manager - Front of House

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Department: Vertus

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Company: Vertus Residential Management Limited

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Reporting to: Manager - Front of House

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Job Summary

Reporting directly to the Manager - Front of House, you will ensure that Residents have the best rental experience and consistently deliver the highest levels of customer service, becoming a Vertus brand ambassador. You will be working nights, floating in between the buildings and assisting when covering the desk when needed.

Annual Salary: £38,480

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

Closing Date: 8th July 2025 (candidates will have until 23:59 on7th July to apply)

Main Responsibilities

• Management of the Vertus Concierge Night team across the portfolio.
• Taking absence and lateness calls, monitoring absence and conducting return to work interviews.
• Monitor team performance, organise and provide training where required and conducting regular catch up and appraisals.
• Assisting with the recruitment, on-boarding and training of the Concierge team for each of the Vertus buildings.
• Support the Manager - Front of House and Day Assistant Manager - Front of House during annual leave and act as the main point of contact and Line Management for the Concierge team across the 4 Vertus buildings (day and night shifts) taking absence calls, arranging cover etc.
• Arranging cover as required and when needed covering the front desk.
• Providing feedback on team members and regularly liaising with the Manager - Front of House and Assistant Manager - Front of House Days in order to assist with probation, mid and end of year appraisals.
• Conduct regular catch up with the night team and the Manager - Front of House Manager and Day Assistant Manager - Front of House.
• Ensuring unparalleled levels of service are being delivered to all residents and their guests and always making the site feel like their home.
• Assist with rota management and distribution of weekly rotas.
• Monitoring the Concierge team ensuring consistently high levels of customer service are being delivered, duties are being completed and uniform and appearance guidelines are met.
• Assisting with any complaints that arise and escalating as appropriate.
• Supporting the Concierge team with day to day duties on the desk as required.
• Engaging with residents, building professional and caring supportive relationships.
• Liaising with Building and Events Managers to support all building and community events.
• Assisting tenants moving in to their apartment and completing apartment and appliance inductions as needed.
• Escalating any service or performance issues for immediate rectification with the central Helpdesk.
• Review CCTV footage as instructed by the Manager - Front of House.
• Providing local area information to residents.
• Liaising with the Residential Building Managers in respect of customer surveys and feedback, identifying areas for change and continuous improvement.
• Supporting residents at the point of moving in/out and administering checks.
• Supporting residents with any queries and directing any maintenance reports to the Head Office relevant teams.
• Undertaking daily and weekly inspections of the building.
• Access control management including fob programming and cancellation to agreed protocols.
• Reporting and assisting with any cleaning issues as they arise.
• Issuing and cancelling of door entry fobs and maintaining access control databases.
• Assisting with the co-ordination of day to day on site services and sign-off in accordance with the central teams’ maintenance schedules.
• Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with Vertus procedures.
• Establishing and developing working relationships with suppliers and contractors.
• Day to day management of the amenity spaces including room booking co-ordination.
• BringMe parcel management, including sign in and out of larger items for residents.
• Undertaking routine daily/weekly safety inspections and updating the central management team.
• Available to respond to out-of-hours rota for emergencies as required.
  
  

PERSON SPECIFICATION

• Previous management experience in residential property (private rented preferred) or hospitality sectors is essential.
• Leadership qualities with the ability to motivate a team.
• Excellent communicator and collaborator, with exceptional customer care skills.
• An excellent eye for detail is essential.
• Good level of computer literacy using Ms Office.
• Multi-lingual skills would be beneficial.
• Must be pro-active and able to use initiative in order to enhance the building reputation and make the community the best available.
• Flexibility and adaptability.
• Well-groomed and of smart appearance.
  
  

Health Safety And Welfare Responsibilities

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

Environmental, Social & Governance (esg) Responsibilities

Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.

Quality Management Responsibilities

In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.

Company Values

Commit to Excellence

• Act with integrity and deliver high performance
• Put our customers at the heart of what we do
• Resolve issues by providing high quality solutions
  
  

Foster Collaboration

• Find opportunities to collaborate with others across the business to achieve shared goals
• Encourage inclusive networks and treat others with respect and fairness
• Use knowledge to work effectively with suppliers / contractors to meet shared goals
  
  

Encourage Engagement

• Confident in making decisions appropriate to the role
• Learn from mistakes and listen to constructive feedback to improve performance
• Prioritise safety and actively support community, wellbeing and sustainability programmes
  
  

Take Ownership

• Take pride in delivering high quality service which exceeds expectations
• Committed to opportunities for self-development
• Take responsibility for my own performance and look for ways to improve
  
  

Embrace Innovation

• Embrace change and innovation
• Proactively suggest ways to improve our business and encourage others to share ideas
• See new challenges as opportunities to deliver effective change
  
  

What We Offer

Diversity and Inclusion

We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working

As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development

At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits

We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.

If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.

Early applications are encouraged as we reserve the right to appoint at any point.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

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