Association of Residential Managing Agents

Members' Area



As you are aware, we are all in unprecedented times. We know that the COVID-19 Pandemic will have an impact on people and companies on an unparalleled scale and exactly how it will unfold is still uncertain.

Recently imposed restrictions to daily life have forced us to quickly adopt different ways of working, learning and connecting with each other.

We know that social distancing measures will be in place for the foreseeable future and during this time ARMA has adapted its classroom training courses and will now offer them as live online training.

We are aware during these difficult times that training courses will need to be run to suit our members needs and rather than running a full-day course over one full-day we are running these over consecutive days to allow you to plan your day accordingly around this. Full details of the dates and times are provided on each course by selecting READ MORE/BOOK.

We are able to offer block bookings to members at a further discounted rate and also provide online in-house training courses for your staff. Please also contact us directly for further information on this:



In advance of all of our ARMA training courses we require you to undertake a check on the system requirements using this link

The reason for this is that it will help you avoid any connection issues for you prior to joining our training course. If this is not undertaken until the course commences you may experience technical issues which we may not be able to resolve for you once the training course has commenced.


When the webinar begins, you will be connected to audio using your computer's microphone and speakers (VoIP).Please note that not all laptops have this ability and so we recommend that you use a headset if this should be the case as this will allow you to hear the webinar. 

Please make sure that you check if your computer has a microphone and speakers and if not please ensure that you have a headset that you can use. Please do not wait until the course commences before this is checked.

Technical issue FAQ Click Here

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A comprehensive, one/two-day course aimed at giving concierges and other front desk staff from the hotel and hospitality sectors the tools they need to thrive in high-end residential developments. Although bringing great transferable customer service skills, they often need help understanding the differences between the residential block and the hospitality sector. A one-day course which is available in both classroom, or online delivery


What the course covers:

• Introduction

A brief overview of the residential environment and its key differences with the hotel sector.

• Leasehold What is leasehold?

Explaining the relationships between residents, leaseholders, managing agents and freeholders.

• Health & safety

The key role of any concierge is to be at the front line of making their development a safe place to live and work in. We cover the key areas of health & safety as they directly affect a residential building.

• How buildings work

The technical differences between residential buildings and hotels. This section covers the key M&E, HVAC and other systems commonly found in residential buildings. We go on to cover contractors, their management, permits to work and other important issues.

• Fire

The danger of fire in even modern residential developments is very real. We aim to inform candidates of general fire related risks in residential properties and how to mitigate them. This section also covers the importance of fire alarm testing and understanding evacuation policies.

• Front desk operations

The front desk is the public face of any development. We cover the differences from a hotel reception and explain how a well-run front desk is the hub of any development.

• Gifts and gratuities

This is an area where the accepted customs between residential and hospitality sectors can differ wildly. We explain the areas of best practice in managing gratuities.


Concierge and other staff joining from the hospitality sector.

To book this course full bundle please click here.

Or you can book an specific module:

Health & Safety
Fire Awareness
Customer Service

To receive an additional 10% off add the promotional code: ARMA10 when booking.