Concierge teams step up to the mark during Covid
I have worked as a concierge at 375 Kensington High Street for four years but of course the past few months have seen huge changes in the way we work. As soon as lockdown was imposed, we had to adapt very quickly to ensure the safety of residents and staff - some of these new practices will stay with us as we all get used to the ‘new normal’. It has been a strange time, but there are some good things to have come out of it, in particular the good relationships we have with our residents have got even stronger.
This is a high-end development of over 500 apartments set across seven buildings, each with its own concierge and security staff, but during early lockdown, we went down to a skeleton staff. Safety measures brought in due to Covid-19 included increased hygiene and cleaning, as well as adding screens to concierge desks and wearing masks and gloves. There were lots more deliveries to deal with as people chose to shop online rather than venture out and our working day was definitely busier. But I think residents really appreciated us being here and continuing to do our job given the situation.
We were all aware of how important staying in touch was during lockdown so we made sure to look out for residents, for example anyone that was isolating, we were in contact every day to check if they needed help getting groceries or medication. Residents definitely came together more, chatting and rallying round, which has built a closer community as a result.
Many of the changes will be here to stay. We put a safety plan in place for the reopening of the leisure suite on the 25th July with restrictions on the use of the gym and pool, where slots must be pre-booked. Our courtyard space has reopened and the outdoor spaces have definitely become more popular. We have got to know our residents better during this time and built up a great level of trust. They see us as part of the furniture, always on hand to help. While they may now expect more help from the concierge and higher standards of service, there is also more community spirit which I hope will remain.
What our residents have said at 375 Kensington High Street:
“The whole team at 375 Kensington High Street are fantastic and go above and beyond to ensure that the building and facilities run smoothly and any issues are promptly addressed, which is no small feat, given the complexity of running such a large estate.”
"I could mention so many 'stars' that make living in the estate easy and pleasant, not least Albert, Massimo, Sylwester, Stefano, Victor, Sergio, Amy, Ildiko and Csilla - the list could be endless as everyone is so dedicated and helpful, so all I can say is thank you and recommend the R&R team at 375 KHS highly.”
“I cannot thank this team enough for their continuous support and effort with me and my family - I feel like I live in a hotel of some sorts! I’ll start off with the Management Team itself which I find so incredible at creating a community feel - I live alone most of the year as a student so this to me is something I truly am very attentive to and grateful for.”
Posted: 14 August 2020 by By David Pataki, Concierge at Rendall & Rittner