Residential Duty Manager

Job Title: Residential Duty ManagerLocation: LondonReports to: Portfolio Operations ManagerAbout the Project:The development is a dynamic and diverse mixed-use destination in the heart of London, featuring premium residential living alongside boutique retail and food & beverage offerings. Modern urban living with exceptional service. Committed to realising our client’s vision, we take pride in delivering an outstanding experience for both residents and visitors.Role OverviewMy client is seeking a dynamic and experienced Residential Duty Manager to oversee concierge services across the four sites. This role is pivotal in ensuring exceptional resident satisfaction, seamless daily operations, and the highest presentation standards for each building.Working closely with concierge teams, building management, and other operational staff, you will champion a “one-team” approach, act as a brand ambassador, and ensure service excellence across all touchpoints.Key ResponsibilitiesTeam Leadership & OversightSupervise concierge teams across all four sites, ensuring consistent service standards and professionalism.Support the Portfolio Operations Manager in conducting team meetings, toolbox talks, and ongoing training.Maintain a visible leadership presence, stepping in when required to uphold service quality.Operational SupportProvide cover for concierge breaks, absences, and emergencies to ensure uninterrupted service.Oversee smooth daily operations and coordination across sites.Health & SafetyCarry out regular inspections, fire walks, and compliance checks.Address and resolve safety issues promptly, maintaining accurate records.Resident ServicesAct as a primary point of contact for residents, managing feedback, requests, and problem resolution.Assist with move-ins, move-outs, and amenity bookings.Building ManagementInspect communal areas to ensure cleanliness, safety, and security.Liaise with maintenance, cleaning, and contractors as needed.Personal ResponsibilitiesLead by example, maintaining a professional image and ensuring teams are well-presented.Foster strong relationships with residents, concierge teams, and management.Uphold deadlines, communicate proactively, and strive for service excellence.Attend service reviews, disciplinary meetings, and investigations as required.Skills & ExperienceEssential:Proven experience in concierge or front-of-house operations, ideally within residential settings.Experience managing multiple sites.Excellent communication, interpersonal, and organisational skills.Proficiency in Microsoft Office Suite and property management systems.Strong customer service focus and attention to detail.Ability to remain calm under pressure and handle confidential information discreetly.

Created: 2025-08-14