Residential Concierge

Accorhotel; Greater London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

28 days holiday + extra day a year

Staff meals on duty

Free dry cleaning of uniform

3% employer pension contribution

Enhanced sick pay

Life Assurance 1x salary

Employee assistance program

Job summary

Raffles London is seeking a luxury concierge to deliver personalised service for residents and guests in a high-end residential environment. You will be the key contact within the building, coordinating arrivals, bookings, and local recommendations with discretion and professionalism.

Join a team committed to luxury hospitality, brand integrity, and exceptional guest experiences, with opportunities for growth and engagement in a globally renowned network.

Qualifications

• Clear and efficient English communication, both verbal and written.

Responsibilities

• Deliver concierge service to residents and guests with warmth and personalised attention.
• Act as primary contact within the building, maintaining a visible, approachable presence.
• Coordinate arrivals/departures for residents, guests, and contractors with discretion.

Skills

English fluency

Luxury hospitality

Event industry trends

Under pressure service

Strong communication

Time management

24h operations

Job description

Responsibilities

Operation

• Deliver an exceptional, warm, and highly personalised concierge service to residents and their guests, ensuring a welcoming and refined daytime experience
• Act as the primary point of contact within the building, maintaining a visible, approachable, and professional presence at all times
• Manage resident, guest, and contractor arrivals and departures with efficiency, discretion, and attention to detail
• Coordinate concierge services and resident requests, including bookings, deliveries, taxis, couriers, and local recommendations, in line with luxury service standards
• Oversee front-of-house presentation, ensuring all public and resident-facing areas are immaculate, well maintained, and aligned with the brand image of the development
• Monitor building security systems, access control, responding promptly to any issues while maintaining a calm and reassuring environment
• Liaise with property management, maintenance teams, and approved contractors to ensure seamless day-to-day operations
• Handle resident enquiries and concerns professionally, resolving issues proactively and escalating where appropriate
• Manage keys, access fobs, parcels, and deliveries securely and in accordance with site procedures
• Maintain accurate, confidential records of resident interactions, service requests, incidents, and maintenance issues
• Support compliance with health & safety, fire safety, and data protection requirements at all times
• Represent the development's brand and values through immaculate personal presentation, exceptional communication, and a polished, hospitality-led approach
• Additional responsibilities in absence of line manager or senior employee.
• Performs other duties as required or assigned including working in a different department or restaurant, than usually assigned.

Qualifications, Skills & Experience

Essential

• Ability to communicate clearly and efficiently in English, both verbal and written.
• Recent experience within in luxury residential environments or 5-star hotels or a similar role.
• Market knowledge of competitors and event industry trends.
• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
• A proven track record and ability to provide high levels of service under pressure.
• Exceptional communication and customer service skills, both written and spoken.
• Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
• An understanding and willingness to contribute to a 24h operational schedule when required.

Desirable

• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

Why join our Raffles team?

• 28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).
• Staff meals whist on duty.
• Free dry cleaning for uniform.
• Employer pension contribution of 3%
• Enhanced sick pay.
• Enhanced maternity, paternity and adoption pay.
• Life Assurance 1x salary
• Employee assistance program, including virtual GP and financial advice.
• Season ticket loans and cycle to work scheme.
• Colleague gifting to celebrate special occasions.
• Paid days off to move house or give back time to a charity of your choice.
• Internal learning and development programmes tailored to you.
• Fun-filled events, whether that's a pub quiz, team run or festive party.
• Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
• Worldwide development opportunities across Accor's extensive brand portfolio.

What are the Raffles Values?

• Respect: We value the needs ideas and individuality of others; we treat everyone with fairness and dignity.
• Belonging: We celebrate our differences. We support each other and we always stand together.
• Integrity: We build trust through mutual respect and being authentic.
• Empowerment: We have the authority to take initiative and anticipate moments to create unforgettable experiences.
• Excellence: We make genuine connections and we cherish every opportunity to make the people around us feel special.

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

About the Application Process:

At Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence. We aim to respond to every application promptly, however if you do not hear form us within 2 weeks, please assume your application has not been successful at this time.