Night Concierge

Greystar (International); Croydon; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive pension

Healthcare

Holiday allowance

Job summary

Greystar is seeking a Night Concierge to enable a seamless day-to-night transition and deliver a superb 24/7 resident experience. You will provide reception, administration and safety support, while upholding the highest standards of service, safety, and cleanliness across the community.

You will handle bookings, support events, and ensure effective handovers between day and night teams, with a proactive approach to resolving resident issues and maintaining occupancy and safety at all times.

Qualifications

• Solid general education with written and numerical proficiency.
• Proficiency in MS Office (Word, Excel, Outlook) is essential.
• IOSH or NEBOSH training preferred.
• Excellent customer service experience in accommodation, hospitality, leisure, or reservations/membership environments.
• Self-starter who can also work well as part of a team and take ownership.
• Strong organizational skills, multitasking ability, and attention to detail.
• Self-aware and culturally attuned, able to engage diverse audiences.
• Enthusiasm for delivering stakeholder experiences and continuous self-improvement.

Responsibilities

• Provides reception, administration, and exceptional customer service and safety support (including key management and handling lock outs).
• Ensures policies and procedures are actioned effectively for example guest procedures and out-of-hours check-in/out.
• Responds to booking enquiries and ensures handover enables next day follow-up to maintain occupancy.
• Supports social events and activities to encourage engagement and resident retention.
• Delivers timely communication between day and night teams for effective handover of issues.
• Responds to customer complaints and escalates as needed with appropriate guidance.
• Maintains common amenity areas to present the property to an exceptional standard, including minor cleaning.
• Manages basic maintenance issues and reports tenant faults as needed.
• Looks after safety and security, health and safety compliance, and incident logging.

Skills

MS Office

Customer service

Self-motivated

Team player

Autonomy

Organizational skills

Multitasking

Attention to detail

Cultural awareness

Continuous learning

Education

General education

Tools

Microsoft Office Suite

Job description

The Night Concierge ensures a smooth transition from day to night community operations through contributing to an exceptional 24/7 resident experience, delivering outstanding customer service, whilst maintaining the highest standards of safety and cleanliness within the community.

Key Role Responsibilities

• Acts as a role model at all times by demonstrating the core values
• Provides reception, administration, and exceptional customer service and safety support (including key management and handling lock outs)
• Ensures all relevant Company policies and procedures are actioned effectively for example, guest procedures and out of hours check-in and check-out
• Responds to booking enquiries and ensures handover enables next day to follow up to ensure full occupancy of the community
• Supports the smooth running of social events and activities, encouraging engagement and assisting the team in the retention of residents.
• Prepares and delivers timely communication between day and night teams ensuring all resident issues are handed over effectively.
• Provides a decisive and effective response to customer complaints requiring action in a timely manner, assisting in and resolving customer disputes and escalating where necessary and with appropriate support and guidance.
• Manages common amenity areas ensuring that the property is presented to an exceptional standard by undertaking or delegating minor cleaning around the grounds and inside buildings, including litter picks and spills.
• Minor maintenance issues – and the effective reporting of all tenant faults if unable to deal with the fault there and then.
• Investigating maintenance problems and finding solutions where possible, to include:
• Managing basic lock and key issues e.g., reprogramming and resetting keys
• Investigating basic heating and radiator problems
• Investigating power supply problems at a basic level
• Fixing leaks through isolating water supply
• Ensures a safe and secure environment at all times, responding to and attending safety and basic maintenance related calls.
• Responsible for your own health and safety and that of all colleagues
• Reporting in the handover/security handover book all issues encountered during the night.
• Handles any issues or incidents with the appropriate level of involvement from the emergency services and ensuring that all procedures are followed.
• Maintains the incident log, ensuring the Community Manager is informed of all incidents, and reporting any trends and repeat behaviors when necessary.
• Maintains positive community relationships e.g., neighbors, local communities, police community officers, Fire and Rescue Service and local authorities
• Maintains an awareness of Health and Safety, Data Protection, and compliance, and ensures adherence at all times.
• Conducts and logs room and communal area inspections as required.
• Demonstrates a flexible approach to work and a willingness to undertake all reasonable duties as requested.

About You

You should be equipped with a solid general education, showcasing both written and numerical proficiency. Proficiency in Microsoft Office applications such as Word, Excel, and Outlook is essential. It's preferable to have a grasp of UK Health and Safety policies, ideally with recognized training like IOSH or NEBOSH. Your repertoire should include excellent customer service skills, honed through significant experience in accommodation, hospitality, leisure, or reservations/membership environments. As a self-starter, you must possess the ability to motivate yourself, yet also thrive as a strong team player capable of autonomy and taking ownership. Demonstrating exceptional organizational abilities, multitasking prowess, and meticulous attention to detail is crucial. Being self-aware and culturally attuned, you should adapt your relationship-building, communication, and negotiation skills to suit diverse audiences. Lastly, your enthusiasm to consistently deliver exceptional stakeholder experiences and a commitment to continuous self-improvement should be evident.

What We Offer

We include a range of benefits for our corporate team members, including competitive pension, healthcare, and holiday allowance, amongst others as standard.

About Greystar

Greystar is a leading, fully integrated real estate company offering expertise in investment management, development, and management of rental housing properties globally. The company's business model is unique in its ability to own, operate, and develop multifamily, student, and senior housing across the globe. Building a global platform with a local presence, Greystar continues to expand its geographic reach around the world, bringing a globally interconnected professional rental housing platform and industry funded with institutional capital to countries where the sector does not yet exist. Greystar’s pan – European platform was established in 2013 and has scaled rapidly, now with investment, operational and development presence in the UK, Ireland, France, the Netherlands, Germany, Austria, Spain and Denmark.

One of Greystar’s core values is Equality, and as such, we continue to pride ourselves on being an equal opportunities employer, accounting for all protected and identifiable characteristics. We truly value diversity of thought, background and of experience.