Assistant Manager - Front of House

Overview

Assistant Manager - Front of House

at

Canary Wharf Group .Department: Residential EstatesReporting to: Manager - Front of HouseThis is a night-based, floating role providing leadership support to the Concierge team, covering the front desk when needed, and stepping in for the Manager – Front of House during their absence. This role acts as a CWRML brand ambassador, upholding high standards of customer service across multiple buildings.Annual Salary: £38,480Working Hours: 7pm-7am, 4 on 4 off, shifts across Monday to SundayClosing Date: 16th June 2025 (candidates will have until 23:59 on 15th June to apply)

Main Responsibilities

Support the recruitment, onboarding, and training of Concierge team members across all Southbank Place buildings, with a particular focus on the night team.

Act as the main point of contact and line manager for the Concierge team in the absence of the Manager – Front of House, including handling absence calls and arranging cover.

Provide regular feedback on team performance and assist the Manager – Front of House with probation reviews and mid-/end-of-year appraisals. Lead appraisals for the night team.

Hold regular catch-ups with night team members and the Manager – Front of House.

Ensure exceptional levels of service are consistently delivered to residents and guests, maintaining a welcoming and homely environment.

Assist with rota planning and circulate weekly rotas.

Monitor performance of the Concierge team, ensuring duties are completed, customer service is consistent, and appearance standards are met.

Support in handling resident complaints and escalate issues when required.

Assist the Concierge team with daily front desk duties as needed.

Build positive relationships with residents through professional and caring engagement.

Collaborate with the Residential Building Manager and Manager – Front of House to support building and community events.

Assist with resident move-ins, including conducting apartment and appliance inductions.

Proactively escalate any service or performance issues for prompt resolution.

Review CCTV footage when instructed by the Manager – Front of House, ensuring all activity is conducted in line with GDPR, data protection policies, and in any other scenarios requiring discretion and confidentiality.

Provide residents with local area knowledge and guidance.

Work with the Residential Building Manager on customer surveys and feedback to support continuous improvement.

Support move-in and move-out processes and carry out relevant checks.

Handle resident queries and escalate maintenance requests to the Residential Building Manager or Residential Facilities Manager.

Conduct daily and weekly building inspections.

Manage access control, including programming and cancelling fobs in line with protocols.

Report and follow up on any cleaning or hygiene issues.

Oversee the issue and cancellation of door entry fobs and maintain the access control database.

Help ensure the building remains safe and is managed in line with CWRML procedures.

Develop strong working relationships with contractors and suppliers.

Manage day-to-day operations of amenity spaces, including room booking coordination.

Oversee Bringme Box parcel management and record large item deliveries for residents.

Carry out routine safety inspections and update the management team accordingly.

Provide full cover for the Manager – Front of House during absences.

Be available to respond to emergency out-of-hours calls on a rota basis.

Person Specification

Proven experience in the residential property or hospitality sectors is essential.

Previous supervisory or managerial experience in a high-end residential environment, with a flexible, hands-on, and innovative approach.

Outstanding customer service skills, with the ability to manage complaints and challenging situations calmly and professionally.

Strong leadership qualities with experience in team management, training, and mentoring.

Excellent verbal and written communication skills.

Familiarity with building management systems, including access control and incident reporting.

Proactive attitude towards problem-solving and a drive for continuous improvement.

Willingness to work flexible hours, including both day and night shifts as needed.

Team-oriented mindset with a collaborative working style.

Holder of a relevant TPI qualification is preferred, or willingness to obtain it within the first year of employment.

Ability to interpret and understand complex legal documents such as leases. Skilled in producing professional written material to meet deadlines.

Well-organised, composed under pressure, and strong at resolving issues efficiently.

Able to build and maintain positive relationships with residents, colleagues, contractors, external stakeholders, and other Canary Wharf Group employees.

Professional and approachable demeanour, with the ability to remain objective and courteous in all situations.

Confident using IT systems, including Microsoft Office (Word, Excel, PowerPoint) and email platforms.

Health, Safety and Welfare ResponsibilitiesAll staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health and Safety responsibilities are set out in the Health and Safety Policy and the Health, Safety and Welfare Manual.

Environmental, Social and Governance (ESG) ResponsibilitiesRecognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff understand and adopt this strategy into their respective roles, including adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for the community and volunteering initiatives.

Quality Management ResponsibilitiesIn line with ISO 9001 requirements and our commitment to quality management, all staff are required to comply with system requirements as detailed within the Company Quality Manual and Policies. Ensure effective implementation of Procedures, Plans, and Forms within our EDMS to meet ISO 9001 standards.

Company ValuesCommit to Excellence

Act with integrity and deliver high performance

Put our customers at the heart of what we do

Resolve issues by providing high quality solutions

Foster Collaboration

Collaborate across the business to achieve shared goals

Encourage inclusive networks and treat others with respect and fairness

Work with suppliers/contractors to meet shared goals

Encourage Engagement

Confident in making decisions appropriate to the role

Learn from feedback to improve performance

Prioritise safety and support community and sustainability programmes

Take Ownership

Deliver high quality service and seek self-development

Take responsibility for personal performance and continuous improvement

Embrace Innovation

Embrace change and innovation

Suggest improvements and encourage idea sharing

What We OfferWe offer a diverse and inclusive environment with flexible working where possible, plus development opportunities, training, and a benefits package including pension, health benefits, gym membership, store discounts, and family leave. Details are provided during the application process.

If you are interested in joining our team, please complete the form on this page to apply online. Early applications are encouraged as we reserve the right to appoint at any ..... full job details .....