Hyperion Partners is delighted to be partnering with an established and highly regarded property management organisation to recruit an experienced Multi-Site Head Concierge / Front of House Operations Manager.
This is an exciting opportunity for a service-driven hospitality professional to oversee and elevate Front of House and Concierge operations across a prestigious portfolio of premium residential and commercial properties.
Our client is seeking an individual who brings the service standards, attention to detail and customer-focused approach associated with five-star luxury hotels, premium residential developments or Build-to-Rent environments.
The successful candidate will be responsible for driving operational excellence, developing high-performing teams, implementing consistent service standards and ensuring an exceptional experience for residents, occupiers and visitors across multiple locations.
This position would suit an experienced Head Concierge, Cluster Front Office Manager, Assistant General Manager or senior hospitality professional who has previously managed operations across multiple properties and is looking to take the next step in their career.
Key Responsibilities
Multi-Site Operations Management
* Oversee the day-to-day performance of Front of House and Concierge teams across multiple residential and commercial properties.
* Ensure consistent operational standards, service delivery and customer experience across the portfolio.
* Conduct regular site visits, reviewing operational performance, identifying service gaps and implementing improvements.
* Support new property mobilisations, including recruitment, operational readiness, procedures and service implementation.
Luxury Service & Customer Experience
* Establish and maintain exceptional customer service standards inspired by five-star luxury hospitality.
* Develop and implement Front of House procedures, service standards and Standard Operating Procedures (SOPs).
* Ensure teams consistently deliver personalised, professional and proactive services to residents, occupiers and visitors.
* Manage complex customer complaints and escalations, ensuring timely resolution and positive outcomes.
* Identify opportunities to enhance the customer journey, resident engagement and overall service experience.
Stakeholder & Client Management
* Build strong working relationships with property managers, clients, residents and senior operational stakeholders.
* Act as a key point of contact for operational matters, service improvements and escalated customer issues.
* Collaborate with building management, security, maintenance and facilities teams to ensure seamless service delivery.
* Support client meetings, operational reviews and new business mobilisations.
Commercial & Operational Performance
* Support budget management, payroll control, workforce planning and operational cost efficiencies.
* Monitor service KPIs, staffing performance, customer satisfaction and operational expenditure.
* Identify opportunities to improve efficiency without compromising service quality.
* Produce regular operational reports and recommendations for senior management.
About You
We are particularly interested in candidates who have developed their careers within luxury hotels, Build-to-Rent, premium residential developments, serviced apartments or high-end property management environments.
Desirable Experience
* Experience mobilising new residential developments, hotels or premium property instructions.
* Exposure to both luxury hospitality and residential property management.
* Experience implementing quality assurance frameworks, service audits or mystery shopping programmes.
* Knowledge of building operations, health and safety, security procedures and contractor management.
* Experience managing 24/7 concierge or Front of House operations.
Why Consider This Opportunity?
This is an opportunity to play an influential role within an established organisation that places exceptional customer experience at the centre of its service offering.
You will have the opportunity to:
* Oversee a prestigious portfolio of premium properties.
* Influence and develop Front of House service standards across multiple locations.
* Lead and develop high-performing concierge and hospitality teams.
* Introduce innovative service improvements and operational efficiencies.
* Support new property mobilisations and the continued growth of the portfolio.
* Work closely with senior leadership and key clients in a highly visible operational position Only candidates based in UK and eligible to work in UK are allowed
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