Johnny Franco

Professional bilingual concierge and security specialist with experience across residential property, customer service, transaction monitoring and digital communities. Experienced in delivering high quality front of house service while maintaining secure, well managed environments through access control, CCTV monitoring, visitor management and incident reporting. Calm under pressure, confident dealing with residents, guests, contractors and the public, with strong administrative, communication and problem solving skills.

Fluent in English and Spanish, with a professional and approachable manner and a strong focus on safety, service and operational standards.

Concierge & Security Officer at Premier Estates Ltd (2026-02 – Present)

Provide professional front of house and security services within a luxurious residential development, supporting residents, visitors, contractors, managing agents and other authorised personnel. Manage building access, electronic fobs and controlled key release, including the secure release and return of management and tenant keys to managing agents, leaseholders, inventory clerks and authorised contractors. Facilitate authorised access to restricted areas, including switchboards and riser cupboards, while maintaining accurate records.

Work closely with St George, managing agents and contractors to coordinate access, key releases and scheduled works. Maintain building security through CCTV monitoring, access control, visitor and contractor management, regular building inspections and responses to alarms and security incidents. Prepare detailed incident reports, review and capture relevant CCTV evidence, and provide supporting documentation when required.

Identify and report defects, damage and maintenance issues while supporting the safe and efficient operation of the development. Manage resident, visitor and authorised vehicle access through the SKIDATA parking management system, handling parking enquiries and access issues. Provide wider concierge support, including communal amenity bookings, resident enquiries and secure parcel and post management, while maintaining a professional, safe and well presented residential environment.

Concierge & Security Officer at Metropolitan Gaming (2023-06 – 2026-02)

Dedicated to delivering a professional service as the company's first point of contact, welcoming patrons, shareholders, and contractors in person, by phone or email. My role includes supporting a secure and well managed environment by arranging security clearance, monitoring visitor access, and ensuring all guests and suppliers are properly authorised. I also provide information about promotions and events, book transportation, prepare meeting rooms, handle enquiries about the Met Card rewards programme, manage schedules, and update office spreadsheets, invoices, and receipts.

In addition, I support marketing campaigns and casino events while maintaining awareness of security procedures, guest safety, and operational standards to enhance the overall experience for our customers.

Social Media Manager at Vertex Labs (2021-10 – 2023-06)

Drove community growth across social media platforms, building relationships and attracting potential investors. Developed and launched campaigns, ensuring consistent brand messaging. Managed collaborations, onboarded gaming guilds, and optimised engagement strategies.

I monitored performance metrics with KPIs, organised networking events, and managed budgets. Created and scheduled content, managed active communities, and stayed up to date with industry trends to enhance operations and strengthen the brand's presence.

Transaction Monitoring Specialist at WorldRemit (2017-05 – 2021-10)

My role involved being the primary point of contact for customer queries and transactions via phone, email, and webchat, ensuring a professional and attentive approach. Verified customer identification in line with policies and government regulations, flagging suspicious transactions. Provided guidance to upsell WorldRemit products.

Contributed to the development of service protocols and collaborated with teams to deliver faster solutions. Demonstrated strong communication skills and remained up to date with regulatory compliance through ongoing training.

BA in Communication, Public Relations and Marketing – University of Kingston (2012-09 – 2016-06)