A Day in the Life of a Cledor Duty Manager
I'm Jose Matamoros, Duty Manager at Cledor. I oversee operations, manage staff scheduling, deployment, and training, ensuring smooth service delivery and addressing any issues during the day.
It’s 7am on this unusually sunny Tuesday morning, and I'll take you through what promises to be a busy day.
First things first, some coffee and a quick breakfast while checking my emails in case last-minute cover is required. Then, I head off to my local gym for a quick session to energise myself for the day ahead.
9:00. Back home, I conduct a Zoom interview with a potential concierge for a prestigious position in central London. Coming from a 5-star hotel background, the candidate impresses with his professionalism and attire, even over video. We plan for a face-to-face interview, confident that our client will be pleased.
9:30. I sift through recent CVs, a task that requires a discerning eye. Identifying top candidates is crucial for maintaining client satisfaction, focusing on candidates’ previous experiences that match our clients’ expectations for their future employees.
10:00. I head into central London to oversee operations at a high-end residential building. Here we provide full-time concierge/caretaker cover. There's been an issue overnight – a bike stolen from the car park. I assist our concierge in reviewing the building’s CCTV footage, we inform the authorities and remind residents to be vigilant. This incident underscores the importance of considering additional security measures during the nighttime. Together with our Director of Operations, we start drafting a proposal to revise our day concierge hours and implement night security to improve resident satisfaction. Of course, this would have to be approved by the building's directors.
11:45. I head to another site where we have provided concierges for five years. The main concierge is on holiday, so we have provided temporary cover. This unannounced visit aims to surprise our staff and audit them. I check that they are fulfilling their responsibilities and test their understanding of the key duties of their role. The building just implemented impressive new keys and packages software/hardware, which has streamlined operations and increased resident engagement. A contractor arrives, and I make sure our concierge is using the new software and hardware correctly, then access is granted to the contractor. My unannounced audit finds the team performing admirably, with only minor improvements needed. Resident interactions I witnessed are polite and positive, reflecting our commitment to exemplary service.
13:00. After a quick lunch and email review, it’s time for a team catch-up. I contact the rest of our management team and check they are covering all new requests for temporary cover and ask them about their week ahead. All is under control.
14:00. Back home, I make sure our new staff are completing their e-learning training. This week’s topic is customer service which emphasises effective communication skills which are essential for the role. It’s a nice diversion from all the essential H&S training we put them through!
15:00. Another Zoom interview, this time with an overseas candidate. During the call, I checked the candidate's work status online on the Home Office page to ensure compliance with immigration policies, as they require a work visa.
15:30. I energise with a cup of tea! Since moving to London, my love for this beverage has grown, and now I cannot complete my day without a few cuppas!
16:00. We’ve just received an enquiry for our cleaning services; a property manager needs cleaning cover while still having to provide some basic desk duties. I suggest a hybrid concierge/caretaker candidate who will perform light cleaning duties to keep the building up to scratch while also performing front desk duties. Hybrid staff gives PMs a tidy solution that can save money too.
17:00. Wrapping up the day with final emails, I head to a bar with some friends, as we have booked a show in the West End. I remain on call for any emergencies (phone definitely on silent!).
Jose Matamoros
Duty Manager, Cledor
jose@cledor.co.uk