Association of Residential Managing Agents

Members' Area

TC67: HOW TO BE AN EXCEPTIONAL CONCIERGE – BEST PRACTICE

LONDON - HOLBORN WC1B 5HA

Date: 20/03/19

Duration: 7 hours

Start Time: 09:30

End Time: 05:00

Price for Members of ARMA: £195.00+VAT

Price for Non-member: £270.00+VAT

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Description

This is a full-day classroom-based training course that seeks to raise the level of service given by concierges, porters, and caretakers in a fun and interactive way using videos, role plays and group discussions. It also covers fire safety responsibilities faced by on-site staff. This course is tailored to cover what is expected when working on-site in residential buildings.


Content

The course aims to give an overview of:-

  • The role of a Concierge and on-site staff
  • Core values
  • Residents’ expectations
  • Image and grooming
  • Exceptional customer service and the customer experience
  • Key procedures
  • Efficient problem-solving and complaints handling
  • Concierge best practice
  • Fire safety responsibilities


Audience

This programme is suitable for all on-site staff who interact regularly with residents. Whether on-site staff are new to the role of a concierge or are experienced in front-of-house but lacking residential experience.