Senior Portfolio Operations Manager (Residential Concierge) - London
# Senior Portfolio Operations Manager (Residential Concierge) - London **Savills** · London EC2M 7EB · `On-site` 🕒 **Статус:** *Опубликовано: вчера* · *Источник: Indeed* --- ### About the Role Purpose of the Role Savills Workforce+ Front of House (FOH) delivers premium Front of House and Residential Concierge services across a portfolio of prestigious assets throughout the UK. This role is the senior lead for Residential Concierge Services within Workforce+ FOH, providing leadership, expertise and strategic direction across our prime residential portfolio. As the standard-bearer for residential service excellence, the role is responsible for defining and embedding an exceptional five-star service culture that reflects the Savills brand and meets the expectations of residents and clients within the prime residential market. You will lead the operational and commercial performance of the residential portfolio, developing high-performing teams and ensuring consistently exceptional, personalised service. With a strong focus on attention to detail, innovation and continuous improvement, you will elevate the resident experience while strengthening client relationships, contract retention and opportunities for growth. As the residential concierge subject-matter expert, you will also play a key role in new business, mobilisations and the continued development of the Workforce+ residential service proposition. The successful candidate will bring significant leadership experience within five-star hospitality, luxury residential or concierge services, with a proven ability to inspire teams and deliver service excellence within prestigious, high-profile environments. Key Responsibilities It is the nature of work of SMR (Savills Management Resources) that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken. RESIDENTIAL LEADERSHIP & SERVICE EXCELLENCE - Act as the senior lead and subject-matter expert for Residential Concierge Services within Workforce+ FOH. - Develop and continuously evolve a best-in-market, five-star concierge proposition, setting exceptional standards across the prime residential portfolio. - Champion a personalised, intuitive and discreet service culture, with meticulous attention to detail and a focus on exceeding resident and client expectations. - Act as the ambassador and figurehead for Residential Concierge Services across Savills, with clients and within the wider industry. - Monitor luxury residential and hospitality trends, introducing relevant innovation, best practice and lifestyle services to continually enhance the resident experience. PORTFOLIO & OPERATIONAL EXCELLENCE - Lead a portfolio primarily comprising prime residential instructions, taking accountability for operational and commercial performance. - Maintain a visible presence through regular site visits, operational reviews, client meetings and team engagement. - Drive KPIs and service performance, using data, resident and client feedback, and management information to deliver continuous improvement. - Lead the mobilisation of new instructions, including operational readiness, recruitment and TUPE requirements where applicable. - Oversee resident events, experiences and activations that enhance engagement, community and satisfaction. PEOPLE & CULTURE - Lead, inspire and develop FOH Managers and their teams, creating a high-performance culture centred on five-star service, accountability and professional excellence. - Take responsibility for recruitment, onboarding, performance management, appraisals, absence management, training and succession planning across the portfolio. - Coach and develop direct reports, identifying high-potential colleagues and building a strong pipeline of future leaders. - Ensure people processes and records are maintained accurately and in line with Savills policies and systems. - Champion employee engagement, recognition and participation in Savills, Workforce+ and relevant industry awards. STANDARDS, AUDIT & COMPLIANCE - Develop, maintain and issue Residential Concierge SOPs, service standards, non-negotiables and operational guidance. - Maintain a structured programme of site audits and quality assurance reviews covering service delivery, presentation, documentation, Health & Safety and compliance. - Ensure audit findings are addressed through clear action plans and follow-up, maintaining consistently high standards across all instructions. - Ensure sites maintain current operational documentation, including assignment instructions, SOPs, risk assessments, manuals and checklists. - Ensure compliance with Savills requirements and relevant Health & Safety, security, ESG and regulatory obligations. CLIENT, COMMERCIAL & FINANCIAL MANAGEMENT - Build trusted client and stakeholder relationships, acting as the senior operational contact for Residential Concierge Services. - Lead client meetings and KPI reviews, providing clear insight into performance, opportunities and continuous improvement. - Take accountability for portfolio budgets and P&L performance, maintaining appropriate margins without compromising service excellence. - Proactively identify operational and financial risks and opportunities, ensuring effective resolution and appropriate reporting. - Build effective relationships across Savills and with key suppliers and partners to support exceptional service delivery. BUSINESS DEVELOPMENT & GROWTH - Drive contract retention through exceptional service, strong client relationships and demonstrable added value. - Identify opportunities to grow and enhance Residential Concierge services across existing and new instructions. - Support tenders, site visits, service design, presentations and pitches as the Residential Concierge subject-matter expert. - Lead and support successful mobilisations, ensuring service commitments translate into exceptional operational delivery. - Travel throughout the UK as required to support the portfolio, clients, teams, mobilisations and wider business requirements. Skills, Knowledge and Experience - Significant experience within five-star hospitality, luxury residential or premium concierge environments, with a strong understanding of the service standards expected within prime residential developments. - Proven experience leading and managing a portfolio of Residential Concierge operations, delivering consistently exceptional resident and client experiences. - Strong senior leadership experience, with a proven ability to inspire, develop and retain high-performing managers and teams. - Demonstrable expertise in delivering and continuously improving five-star service standards, with exceptional attention to detail and a passion for service excellence. - Strong knowledge of lifestyle and concierge services, resident events and activations, community engagement and opportunities to enhance the resident experience. - Proven experience developing and embedding operational standards through SOPs, KPIs, SLAs, audits and quality assurance frameworks. - Strong commercial and financial acumen, with experience managing budgets and P&L performance while maintaining exceptional service standards. - Demonstrable ability to build trusted relationships with senior clients, residents, stakeholders and internal business partners. - Excellent communication, influencing and presentation skills, with the confidence and credibility to represent Residential Concierge Services at a senior level. - Strong understanding of current and emerging trends within prime residential, luxury hospitality, Front of House and customer experience. - Strong organisational and project management capability, with the ability to manage multiple priorities, locations and initiatives simultaneously. - Adaptable and solutions-focused, with the ability to respond effectively to changing operational requirements, client expectations and new technologies. - Strong knowledge of Health & Safety, security, risk and operational requirements within residential Front of House environments. - Exceptional personal presentation and professional standards, reflecting the five-star service culture expected across the portfolio. Working Hours - Business hours (37.5 hours) as required, mostly 9am – 5:30pm Mon – Fri Out of hours (evening / weekend / bank holiday) work may be required to ensure operational oversight. London based with UK wide travel
Наблюдалась 2026-10-16, впервые 2026-10-15, источник — Indeed.