We are currently recruiting a Security Concierge for our new luxury residence, Auriens Chelsea. Auriens Group is redefining luxury later living, changing expectations about the sector and enabling residents to make the most of their later lives. No detail is left unconsidered, through exquisitely designed properties, unparalleled services and an exceptional health and wellness offering.
At Auriens, we are always looking for passionate, creative, and dedicated individuals to join our team. We seek people who think creatively, who have an entrepreneurial outlook and way of working, people who value long term relationships and want to be part of building the most exciting new brand in luxury later living.
About the Role
The Security Concierges main task is to assist and work in proximity with the rest of the team formulating and delivering the residence Security Policies ensuring that the property, assets, staff, and residents are protected from any kind of loss, damage, or threat.
The Security Concierge will be actively involved in the Health & Safety and Security function of the Department and the residence in general, actively assisting with accident and incident investigations; remedial action and to be involved in project work at times ensuring they are completed as per set deadlines.
The Security Concierge will maintain and coordinate the delivery of a loss prevention strategy at property level in accordance with the local government and the Health and Safety committee, ensuring that the property is able to demonstrate its commitment to excellence in Health & Safety, Fire Safety, Security, Business Continuity and ensure the building exceeds legislative requirements.
The Security Concierge will play a pivotal role being predominantly resident facing and have exceptional customer service skills and a desire to give the very best in luxury service whilst able to respond to emergencies and security related events should they occur.
This role of Security Concierge is an integral role within the operations team of Auriens Chelsea. Together with the Concierge team will be one of the main contact points for the Residents and an Auriens Ambassador to external Guests and potential new Residents.
The Concierge Desk will be the central hub where Residents will seek information and recommendations. It is the Residence Concierge’s and the Security Concierge’s main objective to deliver the highest service levels and to anticipate the Residents’ needs.
They will ensure that all requests of our Residents and their Guests are being honoured to their fullest satisfaction, including transportation, reservations, shopping services, and they are knowledgeable about in house and local amenities as well as special local events. They will guarantee the privacy of our Residents by being the gatekeepers of the entrance and welcoming guests to Auriens. They will assist in the coordination of all in-house residential services and provide residential unit access, as directed.
The Security Concierge will perform Lobby Ambassador tasks and will develop strong and lasting relationships with the residents.
As a Security Concierge will need to have an all-round awareness of the building MEP systems, security, life safety systems, and other operational processes and systems as required.
The Successful Candidate
The successful candidate will want to be part of a collaborative team that works hard, has a positive impact on each other’s work environment and supports each other along the way.
Of the upmost importance for our Security Concierge is to be able to build strong and lasting relationships, not only with our residents when collaborating on their individual needs, but also across all departments from our health club to operations and care teams.
The Security Concierge must openly demonstrate an ethos of exceptional service by significantly raising the profile of the business by delivering a confidently professional, sophisticated, visible, and proactive residential customer and security service to all residents and staff members during the night.
The successful candidate will follow guidance and instructions given by the head of department, supported by the company’s standard operating procedures related but not limited to emergency and evacuation procedures, report any incidents, accidents or maintenance faults that may jeopardise residents or colleague’s satisfaction, health & wellbeing.
If you want the opportunity to be part of an innovative, ambitious, and fast-growing company, look no further. The successful candidate will bring innovation and agility to the business as we refine and set the bar in later luxury living.
Daily Duties
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Welcome and acknowledge all Residents and their guests, anticipate and address service needs, assist individuals with disabilities, and thank others with genuine appreciation
- Communicates effectively with Residents and colleagues across the business via written correspondence, phone, and face to face to maintain an effective communication strategy in all interactions, responding to any questions, needs and desires and following up with them to ensure their requests have been met to their satisfaction and to anticipate their understated needs. Exhibiting appropriate service behaviour (such as greeting, eye contact, using names, personal presentation & grooming standards)
- Ensure that all activities are in compliance with national laws and regulations, management decisions and Auriens Chelsea operating policies, processes and procedures
- Overseeing the daily security function and conducting patrols in all areas of the premises in the pursuance of criminal and or unlawful activity. Ensure that the Security procedures are always maintained by team members,
- Be knowledgeable and promote Auriens amenities and proactively upsells and promotes all premises outlets, maximising revenue opportunities and displays a passionate approach towards the improvement of new methods of service
- Creates a welcoming atmosphere and personalised service for each individual resident having an eye for detail and responding appropriately to resident, colleague and leadership feedback
- Demonstrate first-hand knowledge of the recommendations with thorough research
- Demonstrates flexibility and adaptability when personalising external and internal resident’s needs and the changing demand and priorities of the business
- Attends and completes all mandatory Health & Safety training
- Handles personal information confidentially and shows ethical and social responsibilities
The above description is not to be regarded as exhaustive. More detailed ways of service and work will be included in the departmental standard operating procedures. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate
Qualifications & Experience
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Working experience as Security, Concierge or similar (in the hospitality industry preferable) and demonstrate knowledge of public safety and security
- Level 3 professional accreditation in security
- IOSH/NCRQ Health & Safety Management
- SIA Licensed
- Experience in hospitality / residential Security services
- Hold a valid UK drivers’ licence
- Is curious to learn and shows familiarity and interest in trends and news
- Excellent problem resolution skills along with outstanding communication and active listening skills
- Highly responsible and reliable with a professional presentation
- Develop local loss prevention initiatives in accordance with property specific risks.
- Develop a positive culture of loss prevention amongst staff at all levels, encouraging effective involvement and consultation.
- Support the development of a formalised reporting structure through the Auriens Group
- Develop the competency and resident-facing qualities of team members, focusing their main effort towards an ethos of service, safety and security and significantly raising the profile of the department to provide a confidently professional, visible and proactive service to residents, staff members and visitors.
- Develop important business relationships with the security representatives of major clients, embassies, government departments and enforcement bodies as appropriate along with Concierge vendors and partners
- The ability to work well under pressure, along with patience and the ability to remain calm in stressful situations
- Knowledge of teaching/mentoring/coaching and the ability to support in the design of training courses (preferable)
- Leadership skills (preferable)