Resident Host (East Village)

Get Living London Limited; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is looking for a dedicated Community Host to engage with residents and enhance their living experience. This full-time, on-site role involves delivering exceptional customer service while managing various community operations. You'll be the friendly face of the neighbourhood, ensuring smooth interactions and fostering a welcoming atmosphere. If you're passionate about creating memorable experiences and thrive in a dynamic environment, this opportunity is perfect for you. Join a team committed to sustainability and inclusivity, where your contributions will make a real difference.

Qualifications

• Proven track record of outstanding customer service.
• Strong attention to detail and organized approach.

Responsibilities

• Communicate effectively with residents and visitors.
• Manage amenity reservations and oversee parcel deliveries.
• Conduct compliance inspections and maintain safety records.

Skills

Effective communication

Outstanding customer service

Detail-oriented

Solutions-oriented

Calm under pressure

Education

Experience in customer service

Tools

Microsoft Office

Yardi

RentCafe

Hubspot

Job description

This role is the host and centre of the neighbourhood community, engaging daily with residents to connect people and create a memorable experience. It is responsible for delivering resident satisfaction through efficient, welcoming assistance and ensuring smooth operations with high customer service levels.

This is a full-time, on-site role at 40 hours per week, including weekends (Saturday and Sunday), between 8am - 9pm. Working hours are allocated on a rota basis.

Key Relationships

Internal: Neighbourhood, leasing, customer hub teams, estate management (security), all internal departments, other GL neighbourhoods.

External: Residents, third-party contractors and suppliers, relevant service providers, retailers.

Key Responsibilities & Accountabilities

• Communicate effectively with residents, visitors, colleagues, couriers, and contractors, welcoming all with warmth and professionalism.
• Confidently challenge unknown visitors in a personable manner.
• Assist residents with queries about facilities.
• Stay informed about residents and neighbourhood activities; provide recommendations and maintain an events diary.
• Manage amenity reservations, ensuring timely updates and maintaining cleanliness and standards.
• Oversee parcel/postal deliveries, ensuring proper use of rental boxes and notifying residents of deliveries.
• Support resident move-ins and move-outs as instructed.
• Assist leasing with pre-let considerations to ensure timely execution of works.
• Track maintenance requests and respond to resident questions accurately.
• Maintain awareness of premises operations, safety, and compliance measures, communicating with relevant teams.
• Conduct regular compliance inspections, ensuring adherence to safety systems and immediate resolution of issues.
• Assist with daily shift handovers, communicating outstanding issues.
• Review service levels regularly, identifying opportunities for improvement.
• Attend meetings and perform additional duties as required.
• Ensure correct processing of resident payments and explore ways to optimize financial performance.
• Build effective relationships within the team and participate in daily briefs.
• Ensure compliance with legal and statutory requirements, maintaining accurate records.
• Assist with crisis management and evacuation planning and training.
• Maintain records for compliance audits.

Qualifications & Experience

• Excellent verbal and written communication skills.
• Proven track record of outstanding customer service.
• Self-motivated, proactive, solutions-oriented.
• Strong attention to detail and organized approach.
• Enthusiastic about delivering unparalleled service.
• Confident engagement with residents.
• Flexible, adaptable, cooperative with residents and colleagues.
• Ability to work under pressure calmly.

Additional Qualifications & Skills

• Experience in customer service within residential or service sectors.
• Proficiency in Microsoft Office and systems like Yardi, RentCafe, Hubspot.

Key Skills & Competencies

• Effective communication.
• Outstanding customer service.
• Motivated, proactive, solutions-driven.
• Detail-oriented and organized.
• Enthusiastic service mindset.
• Confident resident engagement.
• Flexible and cooperative.
• Calm under pressure.

Note: This summary covers main duties; additional tasks may be assigned as needed, following company rules and instructions.

Get Living Commitment

ESG

Lead and promote ESG initiatives, aiming to improve sustainability.

Health and Safety

Ensure a safe, healthy environment for all stakeholders, with continuous performance improvement and active risk management.

Our Commitment

We value diversity and are an equal opportunity employer. All qualified applicants will be considered regardless of race, religion, gender, orientation, or other protected status.