Job Description

Introduction

ila (I live around), is an emerging Build to Rent property management company. We celebrate all that is great about city centre living and offer a service led approach to making their community a home.

ila has been built on four brand pillars which form the cornerstone of what we do, how we do it and why. Each element is driven by a desire to have the resident and local community at the core of everything we do. Our purpose is to provide accommodation that our residents feel proud to call home, with kind and welcoming in-house staff. Each property offers flexibility that enables tenants to achieve their lifestyle aspirations, whilst reflecting the culture and connection of their local community.

ila is a UK focused fully integrated real estate investor, developer, and operator with a Build-to-Rent residential portfolio of over 3,800 homes. The full-service platform acquires, develops, manages, and operates high quality rental homes across the UK. The business is focused on delivering and operating Build-to-Rent residential housing that is purposely designed and professionally managed for our residents.

The company's ambition is to become the UK's leading specialist manager of Build -to-Rent residential communities across the UK.

About your role

Located in one of the most sought-after and desirable areas of London, 219 Baker Street offers high-class, luxury living in the heart of the Marylebone district. Residents benefit from a variety of bespoke services and amenities, including on-site maintenance and around-the-clock security. The Night Resident Experience Host /Concierge will assist in driving the performance of the site through working together with the team to achieve the same goals, whilst delivering an industry leading resident experience.

The Concierge will take ownership of all tasks assigned to them and do so with a can-do attitude and a people first approach to the role. This role will collaborate with the General Manger and other teams across the UK to ensure that KPIs are achieved to include lettings, minimising rental debt, budget management, robust health and safety management, and positive resident reviews, whilst maintaining the highest of standards on site. Service must be at the centre of everything we do and awareness of how we can always go above and beyond for each resident is essential.

Key Responsibilities and Activities

Site Management

Communicate well with colleagues to ensure you work together as a team and take an enterprising approach to the role.

Ownership of first impressions, standards and welcome experience.

First point of contact for all residents and to deliver a front of house presence.

Co-ordinate, instruct and allow access for services to the development.

To be responsible for all deliveries to main reception, by receiving, safekeeping and issuing of all parcels/registered mail in line with the company procedure.

Carry out specific daily/weekly tasks as agreed with the General Manager.

If needed, conduct viewings of apartments using set sales processes/procedures and ensure sales are closed in a timely manner

Customer Service

Create a positive and welcoming environment for our residents and guests

Provide outstanding customer service to residents.

Ensure a warm, welcoming, helpful, efficient, and responsive reception service for residents, telephone callers and visitors to the property.

Manage and respond to general enquiries via phone, email and other channels.

Assist with resident engagement strategies to ensure a strong resident community is built and maintained.

Nurture and maintain strong relationships with residents, investors and contractors.

Record, monitor and respond to any resident feedback.

Deal with the complaints quickly and efficiently with the emp, follow up to ensure residents are fully updated until the issue is resolved

Assist with resident communications through multiple channels.

Ensure resident issues and service requests are addressed and dealt with quickly, efficiently, and professionally.

Meet and interact with residents in a customer friendly and professional manner.

Seek ways to exceed service expectations of residents and enhance the brand.

Achieve positive resident reviews on various online platforms to include but not limited to home views and Google.

Ensure all reception/admin requests are well managed and the reception desk is manned from the hours of 7am until 7pm (on a rota basis).

Take ownership of the reception/communal areas and ensure they are kept clean, tidy, and well-presented at all times.

Marketing, Social Media, Events & Community Presence

Drive the highest rates of retention and community engagement.

Support the overall marketing/leasing efforts and offer input and suggestions regarding promotions, advertisements, and pricing.

Assist with regularly reviewing competitor activity and provide robust reporting to evidence this.

To be proactively involved and promote residents' events/give-aways to ensure they are deemed successful.

Facilities Management and Health & Safety

Ensure all risks to visitors, staff and residents are removed or reported.

Ensure security and emergency procedures are always adhered to, taking an active role in the event of an emergency, and reporting any concerns.

Complete daily building walks and report any issues found

Complete weekly H&S checks keep the records up to date

Follow key management procedures as per management instructions

Assist with turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.

Education, Qualifications & Experience

Experience in a similar role, preferably in Prime property.

Administrative experience in a client facing service industry.

Experience of business development/sales and/or facilities and/or financial knowledge including credit and cost control would be desirable.

Strong understanding of business planning in terms of process and presentation.

Basic understanding of landlord and resident relationship.

Basic health and safety knowledge.

Effective planning and time management.

Excellent English language skills - both written and spoken.

IT literate - MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.

Character & Ability

Professional appearance at all times in line with Company dress code, and wear issued branded identification when required.

Good verbal and written communication skills, with an ability to exchange information in a clear, concise and articulate manner.

Strong analytical and quantitative skills, with attention to detail.

A professional and confident approach to working relationships, and an ability to develop productive working relationships with a wide range of people across all levels.

Excellent prioritising and organisational skills, effectively delegating work both upwards and downwards.

Ability to work under pressure and have the capability to re-plan and re-prioritise work taking into account resources and contingency in response to the business priorities.

Customer focus, including making decisions with the customer in mind and adding value to service delivery.

Self-motivated, with an ability to work independently on own initiative and without constant supervision.

Teamwork, with an ability to work with others and recognise the strengths each individual can bring.

Resilient and adaptable. Ability to face setbacks, unforeseen events, time pressures, disappointment, obstacles and failures whilst remaining focused, composed and optimistic in order to continue to perform effectively.

Friendly, approachable and a positive outlook. Ability to see the positive in people, situations, and events, even those that on the surface seem less than positive.

Natural drive and determination

Job Type: Full-time

Pay: 28,500.00 per year

Work Location: In person