Hospitality Assistant

We are a charity providing loving, compassionate care to veterans and their partners living with disability or dementia. We put residents' needs first and provide the very best care and support.

We are looking for a positive, caring and confident individual to join us as our new Hospitality Assistant. In this role you will assist all visitors and residents in the home, ensuring everyone feels supported. Responsibilities include: providing information and assistance to residents, families and visitors regarding the Home's services and facilities and managing the reception area ensuring it is tidy, welcoming and well presented. You must ensure whilst carrying out the role, that at all times residents are treated with respect and dignity and that individual's rights to privacy, independence and choice are met.

We follow our values in everything we do, to provide the best service for our residents and their families. We are committed to investing in our staff by providing a comprehensive training package to empower our staff and allow for continued professional development. We are looking for people who are committed to providing the best possible care for our veteran residents, who will work as team and enjoy taking part in fun interactions with our residents.

Purpose of role

Guest Services are the first point of contact for residents, visitors, and staff at the Home. This role requires a welcoming, professional, and compassionate individual who ensures that everyone who enters the Home/s feels comfortable and supported. You will be responsible for managing reception duties, providing excellent customer service, and supporting the overall smooth operation of the Home.

Responsibilities

Front desk management:

Greet residents, visitors, and staff warmly and professionally.
Manage the reception area, ensuring it is tidy, welcoming, and well-presented at all times.
Handle incoming calls, emails, and enquiries, directing them appropriately.
Manage the digital visitor sign-in and sign-out process, adhering to security and safety protocols.
Customer service:

Provide information and assistance to residents, families, and visitors regarding the Home's services and facilities.
Address and resolve any queries or concerns in a professional and empathetic manner.
Assist residents with booking appointments, transportation, and other concierge services as needed.
Administrative and financial support:

Assist with administrative tasks, including data entry, filing, and maintaining records.
Support the Deputy Manager with the management and coordination of resident safe custody, petty cash and in home cash handling
To support the catering team with meal bookings and payments for meals (staff and visitors).
Coordinate deliveries, mail, and other incoming correspondence.
Support with ad-hoc tasks, such as preparing documents or organising events.
Safety and security:

Monitor the Home's entrance, ensuring only authorised personnel enter the premises.
Respond to emergency situations calmly and efficiently, following the care home's safety protocols.
Ensure compliance with health and safety regulations at all times.
Resident interaction:

Build positive relationships with residents, providing a friendly and approachable presence.
Support residents with queries or issues, ensuring they feel heard and valued.
Assist with organising social activities and events to enhance the residents' experience.
Undertake any other duties as required, consistent with the nature of the role as determined by your manager.

Essential behaviours / characteristics

Warm and professional attitude
Patient and empathetic with a focus on the individual
Excellent communication skills
Flexible and adaptable
Strong collaboration skills and willingness to work with colleagues
Good problem-solving skills
Essential experience

Previous experience in a concierge, reception, or front-of-house role, preferably in a healthcare, care or hospitality environment.
Excellent communication and interpersonal skills.
Strong organisational skills with the ability to multitask.
Professional, friendly, and compassionate demeanour.
Ability to work under pressure and handle challenging situations with tact and patience.
Ability to work as part of a team or autonomously
Basic IT skills, including proficiency in Microsoft Office (Word, Excel, Outlook).
Knowledge of health and safety procedures is desirable.