A Porter, Concierge, an Estate Manager or a Security Guard?
Many blocks of flats, particularly the larger ones, require an on-site presence of some sort. The principal benefit of this is that someone is available to respond quickly to a problem at the building, or to allow access to contractors or visitors. They also patrol the building to aid security and safety. However, do you employ a Porter, a Concierge, an Estate Manager or a Security Guard? Often, the role undertaken by on-site personnel encompasses an element of all these. The Managing Agent’s job is to decide what is best for each building...and every building has it’s own unique set of requirements!
One thing is certain, however; residents are becoming more demanding. It is no longer sufficient for in-house staff to simply sit in reception looking pretty. A more bespoke service is what is required. Whether its last-minute theatre tickets, a table at a restaurant or handling their dry-cleaning, the Concierge staff are often asked to be on hand to fulfil all such requests, more like the Concierge in a hotel lobby. Of course, there is a cost to pay for such service but, particularly in and around London, cost is not the prime concern. What a Concierge now needs to offer instead is the one thing that we all lack, time.
So, we are reviewing all our Concierge roles to see what can be improved. The long-term goal being to give our residents that bit extra so they can sit back and allow us to take care of a range of time-consuming day to day activities, allowing them to focus on what’s really important. If you are a resident in one of our buildings, let us know what you’d like your Porter/Concierge to help with and we’ll see what we can do to make this happen.
By Tim Darwall-Smith, Director, Sandrove Brahams Property Management Services