Management and Training

Like all service focused businesses we're judged every day by our ability to deliver staff that are well presented, knowledgeable, friendly, well trained and properly motivated and supported. Our in-depth training ensures consistency of service but also encourages staff to use their initiative to resolve issues 'on the fly'. Our systems are under constant review and benefit from more that 10 years of refinement.

All customer facing staff undergo training in the following areas:

• General Operations and procedures plus site-specific issues
• Emergency procedures
• OH&S and First Aid competency
• Managing Suppliers, service contracts
• Daily Operational Procedures am/pm
• Log Book maintenance for accountable reporting

Urban Living is a team orientated organisation that believes in developing talent in-house and promoting staff from within whenever possible. Clear lines of reporting are defined for each property and our systems ensure that relevant information flows back to Head Office where a property specific Management Team oversees all day-to-day operations. Each property has a dedicated team assigned to it.

Head Concierge

Each Head Concierge (or Concierge Manager) is an experienced, senior member of the concierge team. The Head Concierge is most often the full-time, week day Concierge on the property so they develop an intimate knowledge of its unique features, issues and the residents, something Urban Living believes is essential to the smooth running of any operation.

Operations Manager

Ours is a 24/7 organisation so every Head Concierge is supported by an experienced Operations Manager who is available around the clock and is fluent in the operations each building. Operations Managers carry out regular and ‘snap’ onsite inspections to ensure that our high standards are maintained.

Business Director

We believe in the continuous improvement of our service delivery, it's a big part of why we continue to succeed and grow in what is a highly competitive and cost sensitive environment. Our Business Director forms a key part of this strategy. They constantly seek out and 'vet' new suppliers, institute 'Best Practice' processes and develop new service offerings. Our soon-to-be-launched Wine Club, a new module within Penelope, is just one example of this thinking in action.

Company Directors

The principles of Urban Living have more than 30 years experience within Five Star service environments. As already stated, we’re a ‘hands-on’ organisation with a proven track record of success and a focus on quality assurance and procedural integrity. On example of this is that digital copies of all Log Books are reviewed by the principles on a weekly basis and regular site visits are the norm.