Job Title: Residential Duty Manager

Location: London

Reports to: Portfolio Operations Manager

About 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 Overview

My 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 Responsibilities

Team Leadership & Oversight

• Supervise 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 Support

• Provide cover for concierge breaks, absences, and emergencies to ensure uninterrupted service.
• Oversee smooth daily operations and coordination across sites.

Health & Safety

• Carry out regular inspections, fire walks, and compliance checks.
• Address and resolve safety issues promptly, maintaining accurate records.

Resident Services

• Act as a primary point of contact for residents, managing feedback, requests, and problem resolution.
• Assist with move-ins, move-outs, and amenity bookings.

Building Management

• Inspect communal areas to ensure cleanliness, safety, and security.
• Liaise with maintenance, cleaning, and contractors as needed.

Personal Responsibilities

• Lead 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 & Experience

Essential:

• 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.