Residential Concierge

• 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

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

Additional Information

Why join our Raffles team?

Not only will you be joining one of the world’s best hotels you will also receive great benefits including:

• 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 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.

Residential Concierge • London, England, United Kingdom

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