Guest Services and Concierge Manager

Are you a self-motivated and experienced manager with a passion for providing exceptional service and making a meaningful impact? We're thrilled to offer you the chance to be part of our warm and welcoming team at Hallmark Luxury Care Homes. As a Residences Manager, you'll facilitate residents of "The Residences" to live their lives to the fullest, ensuring the highest standards of professionalism and customer service. You will oversee hospitality and well-being services, ensuring compliance with legislation and Hallmark standards, while managing a dedicated team to provide outstanding service.,

• Hospitality and Well-being Services: Oversee all hospitality and well-being services in The Residences, ensuring exceptional service at all times.


• Compliance: Ensure all aspects of services comply with current legislation and Hallmark standards and policies.


• Team Management: Recruit, induct, and train the concierge team, ensuring training targets are met and team competency is maintained.


• Performance Management: Support and manage the performance of the concierge team, including appraisals and personal development plans.


• Budget Management: Manage budgets in liaison with the Hospitality Services Manager and Wellbeing Coordinator, ensuring expenditure targets are met and nominated suppliers are used.


• Resident Engagement: Act as the direct point of contact for residents, providing high standards of professionalism and memorable service. Anticipate and respond to resident needs and requirements.


• Admissions Coordination: Coordinate resident admissions, ensuring smooth communication with relevant departments.


• Relationship Building: Build strong, professional relationships with residents, understanding their life history, likes, and dislikes.


• Facility Promotion: Promote all facilities offered by the Home and ensure the highest standards of service are maintained.


• Feedback Management: Obtain and act upon feedback to enhance the resident experience. Manage negative feedback in collaboration with relevant departments.


• Event Coordination: Coordinate activities and events with the care home team and third-party providers. Plan and manage trips and transport services for residents.
  
  Warmth and Compassion: A genuine desire to make a difference and provide exceptional service to our residents and team members.


• Organisational Skills: Strong organisational abilities to manage multiple tasks efficiently and prioritise workload effectively.


• Communication Skills: Excellent verbal and written communication skills, with the ability to engage and connect with people from diverse backgrounds.


• Positive Attitude: A positive and proactive mindset, with a willingness to learn, adapt, and contribute to our vibrant team culture.
  
  At Hallmark Luxury Care Homes, we're dedicated to cherishing every moment and providing exceptional care that supports residents to live each day to the full. We believe in celebrating the privilege of aging and embracing it with open arms. Since our inception in 1997, we've been committed to delivering outstanding care across all our homes in England and Wales. As a family-run provider, we understand the importance of nurturing relationships, and that's why our care revolves around family values. Each of our homes is equipped with innovative facilities and supported by a dedicated care team, ensuring a comfortable stay alongside the highest quality care available.
  
  Your dedication and hard work will be celebrated with a competitive salary, outstanding training and development opportunities, and a supportive work environment. But that's not all! Here's what else you can expect:


• Valued as our Greatest Asset: Be part of a values-driven company that puts people first.


• Skyrocket Your Career: Avail yourself of industry-leading training and development, propelling your career to new heights.


• Wellness Matters: Enjoy excellent benefits, including a pension, life assurance, and optional healthcare.


• Exclusive Perks: Embrace our rewards and discount scheme - Hallmark Rewards.


• Balance is Key: Experience a fulfilling work-life balance, nurturing your well-being.


At Hallmark Luxury Care Homes, we value diversity, respect, and collaboration. If you're ready to embark on a fulfilling journey where your skills and passion can shine, we invite you to apply and become part of our supportive and caring community. Together, let's make a positive difference in the lives of our residents and team members every day!