25th Jan 2024

Interview with Daniel, Concierge at Lea Wharf (Chase New Homes)

Daniel joined Lea Wharf as Concierge on 2nd January 2024. With a strong background in concierge and security roles, he is focused on keeping Lea Wharf’s residents happy and secure.

Daniel shared some insights into what it takes to deliver an exceptional concierge service.

What are the most important qualities a concierge should have?

Being a concierge is a very sociable role, so I am always pleased to meet new residents. I treat everyone equally which is key to my role.  You need to be organised, friendly and smartly dressed as often you are the first person they will see when they enter the building.

Can you give a brief overview of your duties and responsibilities at Lea Wharf?

I’m here to greet people and provide a friendly face. I help residents if they forget their key fobs or need assistance with something – if they need a repair, for example. I’m also here to help with parcel deliveries if a resident is out.

There are practical tasks that I undertake as well. This includes putting the rubbish and recycling bins out for collection. Plus, I undertake a range of checks on the building, to ensure everything is working as it should be and everyone is safe and sound.

Can you give me an overview of a “day in the life” of your role?

I get to work at 9 am and undertake a series of checks as soon as I arrive. This includes the main doors to ensure the magnetic locks are working as they should be and the lifts are functioning. After that, I walk along the corridors to check everything is clean and tidy and nothing is out of place. I also check the bin store to make sure everything is in order.

Once I am happy, I head to the reception desk and start the day, dealing with new emails, as well as chatting to residents as they pass through.   It is wonderful to hear residents’ news and to be able to address any problems they may have with their homes.

Towards the end of the day, I carry out the same checking routine, making sure all doors are locked and secure, checking the bin store, and ensuring everything is in order with the lifts and corridors. Then it’s home time!

What do you find particularly enjoyable about your role?

I love the variety; there’s always plenty to do. And I like ensuring that the residents are all safe and secure – that’s a good feeling.

Have you ever had to deal with a crisis while working as a concierge?

Not in my role at Lea Wharf. However, in a previous concierge role, I helped someone whose car had been broken into. I was able to check back through the CCTV and share the findings with the police.

What’s your favourite part of Lea Wharf and why?

The main entrance, I like the sense of welcome and security that it provides the residents, it really does make them feel at home the minute they arrive.

How often do people lock themselves out of their homes?

It happens from time-to-time. I’ve helped people more than once in a previous role when they left in a rush and then realised afterward that they had forgotten their keys. It’s easily done!

I haven’t had to help anyone who has locked themselves out of Lea Wharf yet but I’m sure the day will come – and when it does, I’ll be here to help them calmly and swiftly.

Do you deal with complaints as part of your role?

I am always here to help with complaints, but it’s a rare occurrence. We had one resident who had booked a parking bay but then found someone else was using it. I put him in touch with our customer service team and the matter was quickly resolved.

If you could change one thing about your role, what would it be?

I would love to add some kind of panic button functionality that was an option for elderly residents who live alone. So they could know help was just a push of a button away, if they needed it. We have quite a few elderly residents, including one gentleman who is 75 and lives on his own. I always like them to know that I’m here to help keep everyone safe and secure and to help if they need it.

Do people just say ‘hello’ in passing or do they stop to chat?

It’s a mix. Some of our older residents who live on their own tend to have a chat when they pass the desk. Quite a few of them don’t use WhatsApp or social media, so they like to stop for a bit of social interaction. I like that – the social element of being a concierge is part of what makes this work so enjoyable. It’s always good to be able to brighten someone’s day with a conversation and a smile.