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Building Manager

Location
Hounslow, London
Salary
£40,000
Job Type
Permanent
Posted
9 Jun 2022
Monday to Friday, 08:30 - 17:30, 40 hours per week
Key responsibilities
Line management responsibility for the day Security, Concierge, Housekeeper, Yard and Leisure teams.
Ensure the duties of all staff are carried out to their specific job descriptions and contractual obligations, undertaken in accordance with company standard operating procedures (SOPs) and that SOPs are regularly reviewed and updated in liaison with management.
Ensure the correct conduct of all staff and to report any misconduct to the COM.
Manage and report any concerns or discrepancies in staff work performance of their duties to the COM.
Assist with training new staff using the relevant training forms and SOP's to the required standard. Review and monitor staff performance and ensure it is documented in regular 1:1 meetings which must be documented and signed.
Ensure all staff are familiar and compliant with GDPR, paying particular attention to use of the residential database, emails and other written correspondence.
Ensure the building plant and equipment is being operated efficiently and in accordance with company procedures and O&M manuals with the assistance of the Cluster Facilities Manager.
Ensure parcels & post, laundry are secure and only accepted and stored in accordance with the parcel receiving procedure (logged on b.life or other system).
Ensure all apartment security keys and resort keys issued to residents and staff/visitors/contractors are recorded, be that in TRAKA or a manual system.
Use the residents web portal and other systems to track and communicate with residents and other stakeholders such as owners, commercial partners, housing associations, contractors etc.
Monitor the use of the landline telephone in and ensure that all staff mobile phones are on silent/ turned off whilst on duty.
Ensure all check sheets relating to the concierge, security, valet, housekeeping and leisure operation are completed satisfactorily and on time. Ensure Building patrols, standards of security, cleaning and maintenance are delivered or presented "best in class" and report any concerns or defects.
Ensure that work areas are kept clean & tidy at all times reporting any defects immediately.
Ensure that the day, day logs and maintenance books are being kept up to date by staff and regularly reviewed.
Carry out regular radio checks and periodic patrols around the building and common areas to ensure that standards of Cleanliness, Security and Health & Safety are being strictly adhered to and monitored.
Take responsibility for the Fire Control Centre room ensuring that it is fully manned and operating to required standards. Maintain an active role in ensuring all fire and life safety systems are operational, regularly tested and that staff are competent in the operation of related alarm systems and emergency procedures.
Ensure all payments from residents during your shift are secure and passed at the earliest opportunity to the Estates office.
Ensure that positive communication and cooperation is maintained with the Valet and security staff to maximise levels of customer care and service provision to residents and visitors.
Ensure all relevant concierge information is compiled and communicated in terms of a variety of services to the residents (restaurants, bars, taxis etc).
Be the first point of contact with residents in terms of Breach of Lease and document this. Bring to the attention of the Senior Management any breaches of in-house regulations, and breaches of the Head Lease where your intervention has had no success.
Deal efficiently with resident's enquiries and document problems. Where necessary take action. Ensure more serious complaints are handed over to the Senior Management as soon as possible. In all cases ensure that an Incident /Complaint form is completed and returned to your line manager.
Actively contribute ideas and initiatives as part of the management team to further enhance the level of service and security provided at the development.
To help to create a 'can do, will do, with pleasure' culture within all aspects of the Residential Estate Team.
Assist where necessary with other tasks or duties when assigned by your line management.
Main duties
Operations
Day to day responsibility for ensuring the integrity of the all Service Operations through the day. Ensure that services are being delivered as best in class and are operating efficiently and effectively within agreed parameters. Create, develop and deliver SLA's and KPI's in respect of day operations.
Responsible for the provision of operating procedures and risk assessments for all activities undertaken by the day teams and residents/customers using the resorts services. Undertake regular reviews of best practice in respect of operations in conjunction with service providers.
Keep up to date and use a variety of software systems to help communicate with residents and contractors and generate reports as required to monitor performance.
People
Day to day responsibility for the management of the team. Ensure staff performs in line with their job specifications and that standard operating procedures are adhered to. Liaise with People Partner in relation to issues that arise such as grievances, disciplinarians etc.
Monitor that staff wear appropriate uniform/PPE. Ensure action is taken where issues such as breaches of discipline/H&S are observed in respect of staff/contractors working on the development.
Assist the management team to develop staff working at day by proactive management and feeding back on performance of day staff to their line manager especially through self development through delivery of project work.
Customer Relations
Ensure that staff delivers a supportive and sympathetic front of house service to residents. Respond to complaints in line with the complaints procedure and ensure that the complaints are dealt with in a timely and effective manner.
Maintain close working relationships and clear/open lines of communication with, residential lessees, tenants, commercial tenants, registered social landlords and management & tenant liaison representatives and keep a log of all meetings (agenda/minutes etc.)
Financial
Provide operational information to the COM as required supporting the preparation of the annual service charge budget. Liaise with the Area Property Manager in respect of operational requirements that may impact expenditure against budget.
Health and Safety
Be fully familiar with the Corporate H&S policy and relevant legal procedures specifically in terms of operating a leisure facility (HSE Guidance on Health & Safety in Swimming Pools and Spa's). Liaise with the FM to review and minimise risk.
Understand the importance of GDPR and manage and deliver reports to that effect. This is a key function of the Concierge & Leisure departments who will have access to all residents personal contact data.
Assist the COM to ensure that risk assessments and SOP's are up to date and in place and updated in accordance with legislation/best practice. Regularly review relevant reporting procedures and where required provide to the Support Office
Ensure that in-house and external service providers are compliant and working within the estate and corporate H&S frameworks.
Have a key involvement in disaster recovery, emergency response and contingency planning.
Corporate
Present a monthly report in respect of the performance and function of the day Shift to the COM
Be familiar with legislation relevant to the management of a mixed-use estate and in conjunction with the COM. Aim to develop an operation that seeks to deliver 'best in class' standard
Manage the estate in accordance with the ethos determined in the Ballymore Group Mission Statement
Administration
Ensure that all records are held securely and in compliance with GDPR
Direct the on-site team (in conjunction with the RD) to ensure they create, organise and maintain records and administration systems in respect of site activities in an efficient manner.
Attend meetings where required with the COM, prepare agendas and take notes.
Skills, Experience & Qualifications
Attend meetings where required with the COM, prepare agendas and take notes.
Strong track record of working collaboratively, diplomatically and effectively with a wide range of people.
Knowledge and experience of producing effective customer notices and replying to emails - strong command of written English required.
Strong Leadership skills that have been developed in a management environment.
Ability to manage staff including dealing with poor conduct or capability.
Ability to deal with the first action in a variety of emergency situations such as fire, flood, loss of essential services, loss of life, first responders etc.
Knowledge and experience of software systems to aid with front of house, security, valet, housekeeping and leisure & fitness operations
Good knowledge of Health & Safety Management in Leisure and mixed use facilities.
Extensive experience of leading both in house and externally contracted services in a complex multi-site environment.
Knowledge of landlord and tenant legislation, and safety in swimming pool and health club regulations
Ability to execute and implement strategic and tactical plans.
Ability to drive organisational and cultural change to create a sense of community
The correct approach to energise and encourage others to collaborate effectively while motivating and managing the abilities of the team
IOSH or similar
Relevant professional qualification such as NVQ IV or above in management or similar and willingness to undertake training
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Details

  • Job Reference: 619965015-2
  • Date Posted: 9 June 2022
  • Recruiter: Ballymore Group
    Ballymore Group
  • Location: Hounslow, London
  • Salary: £40,000
  • Sector: Real Estate & Property
  • Job Type: Permanent