Senior Night Concierge

Abbatt Property Services; London Borough of Newham; On-site; GBP 31,000 - 38,000; Full time

Job summary

Abbatt Group in London is seeking a Senior Night Concierge for a luxury residential development in Canary Wharf. The role leads the concierge and security teams to provide a discreet, professional front-of-house experience for residents, visitors and contractors.

You will manage incidents, security procedures and resident requests, ensuring high standards and seamless operations across shifts, with a focus on exceptional service and relationship building.

Qualifications

• 2 years' minimum residential concierge experience in a supervisory role at a luxury establishment.
• Exceptional customer service with excellent attention to detail.
• Outstanding written and verbal communication abilities.
• Confident and proactive with ability to build trusted relationships with residents and colleagues.

Responsibilities

• Lead and guide the concierge and security team, ensuring service consistency and policy adherence.
• Deliver a professional, discreet front-of-house experience for residents, visitors and contractors.
• Manage challenging situations, complaints, emergencies, and sensitive resident matters with professionalism.
• Oversee operations, resident services, security procedures and emergency responses to maintain high standards.
• Oversee parcel, deliveries, keys and asset management with accurate logging and security procedures.
• Monitor resident requests and lease compliance, coordinating with Building Manager and service partners.
• Perform end-of-shift audits, including parcel, key and access control reconciliations.
• Conduct regular compliance inspections (fire alarms, lifts, emergency lighting) and log findings.
• Maintain understanding of emergency procedures and lead concierge response when needed.
• Produce detailed shift handover reports communicating issues and actions.
• Carry out routine inspections and security patrols, addressing issues and escalating as needed.
• Foster strong relationships with residents, contractors and service providers.
• Look for opportunities to improve resident experience and service delivery.

Skills

Customer service

Attention to detail

Communication skills

Relationship building

Job description

We currently have an amazing opportunity for a new Senior Night Concierge at our high-end, luxury residential development located in Canary Wharf, East London (E14).

The concierge is the first point of contact for all residents, visitors, and contractors. They must be professional in manner and appearance at all times and available to assist residents, visitors and contractors with any enquiries they may have in a positive, solution-oriented way.

Exceptional customer service skills with excellent attention to detail with an uncompromising outlook to maintaining the highest standards is a must. Outstanding communication skills, both written and verbal. Confident and dynamic speaker, able to communicate and interact effectively with residents and others. Enthusiastic, proactive and positive personality with ability to build trusting relationships with residents, colleagues and others.

We will require 2 years' minimum of residential concierge experience at a luxury establishment in a supervisory role.

Main duties and responsibilities:

• Lead and guide the concierge and security team, promoting best practice, consistency of service, and adherence to company policies and procedures.
• Deliver an exceptional front-of-house experience, ensuring all residents, visitors, contractors, and stakeholders receive a consistently professional, discreet, and welcoming service.
• Exercise sound judgement and initiative in managing challenging situations, complaints, emergencies, and sensitive resident matters, always ensuring professionalism and discretion.
• Ensure all concierge operations, resident services, contractor activities, security procedures, and emergency responses are managed effectively while maintaining the highest standards of professionalism and service delivery.
• Oversee the secure management of parcels, deliveries, keys, and resident assets, ensuring accurate logging, auditing, and adherence to established security procedures.
• Monitor and manage resident requests, complaints, and lease compliance matters, liaising closely with the Building Manager, Managing Agents, and relevant service partners to ensure timely resolution.
• Conduct end-of-shift operational audits, including parcel, key, and access control reconciliations, investigating and resolving discrepancies prior to handover.
• Carry out scheduled compliance inspections, including fire alarm, lift alarm, emergency lighting, and other statutory checks, maintaining accurate records and escalating defects promptly.
• Maintain a comprehensive understanding of emergency procedures, leading the concierge response during incidents and supporting safe evacuation procedures where required.
• Produce detailed shift handover reports, ensuring clear communication of operational issues, resident requests, incidents, contractor activity, and outstanding actions to maintain service continuity.
• Undertake regular inspections and security patrols throughout the development, proactively identifying maintenance, security, housekeeping, and health & safety concerns, taking immediate corrective action where possible and escalating issues appropriately.
• Build and maintain strong working relationships with residents, contractors, managing agents, and external service providers, acting as a trusted ambassador for the development.
• Continuously seek opportunities to improve resident experience, operational processes, and service delivery, contributing to the ongoing success and reputation of the development.

General:

• To comply with company email, telephone and internet policy and procedures;
• To adhere to company dress/uniform code/policy, to be smart and tidy at all times while on duty;
• To comply with all health & safety and personal protective equipment requirements of the site;
• To complete any other requests as directed by Account Manager or Managing Agent.

Hours: 4 on 4 off (19:00-07:00)

Salary: £34,594 per annum or £15.84 per hour

Location: Canary Wharf (E14 - nearest station is South Quay on the DLR)