How to be an Exceptional Concierge (training coming soon)

  • Location:The Dorchester, Park Lane, London, W1K 1QA
  • Date & Start time:TBC
  • Speakers:Katie Johnston, L&D Manager, Abbatt Property Recruitment

This course is suitable for all on-site staff who regularly interact with residents

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. Delivered in partnership with ARMA (The Association Residential Managing Agents), this course is tailored to cover what is expected when working on-site in residential buildings.

The course will be available to book with ARMA in the autumn of 2018. Exact dates are TBC.


  • 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


This course is suitable for all on-site staff who regularly interact with residents. Whether on-site staff are new to the role of a Concierge or experienced in Front-of-House, the course acts well as both an introduction and a refresher.


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