Concierge Supervisor

5 months ago

London, United Kingdom Cleveland Clinic London Full time

Our vision is to be the best place for healthcare anywhere and the best place to work in healthcare._
- We believe that every life deserves world class healthcare._

Job Summary

**Salary**: £36,000 - £37,000 + generous OT rates

Hours: 37.5 hours per week. Monday to Friday, 9am to 5pm

Location: 33 Grosvenor Place, London, SW1X 7HY

Contract: Permanent

What are we looking for?

Cleveland Clinic London are looking to recruit a Concierge Supervisor to join our Protective Services Department.

Reporting to the Protective Services Security and Control Room Manager, you will be responsible for overseeing the Protective Service Operations and access and egress control at our facilities, ensuring the safety and security of patients, visitors, and caregivers.

This role involves managing a team of concierge officers, providing guidance, training, and support to maintain a welcoming and secure environment.

You will collaborate with various departments and adhere to legal and regulatory requirements to uphold service excellence and safety standards.

You will maintain a highly visible effective presence, prioritizing and ensuring the safety and security for patients, visitors, and caregivers.

What makes us different?

Cleveland Clinic London offers a brand-new high-acuity environment with the very latest equipment, where caregivers are encouraged to grow their expertise across multiple specialties, and in collaboration with expert clinicians. Our Mission, ‘Caring for life, researching for health, and educating those who serve’, assures our unwavering commitment to professional development.

What will your duties include?
- Uphold a standard of service excellence, ensuring a 5-star experience for all who enter our facilities
- Anticipate and fulfil the needs of patients and visitors with attentiveness and care
- Lead, train, and mentor a team of concierge officers, ensuring they are equipped to fulfil their roles effectively
- Supervise designated staff, ensuring adherence to protocols and procedures while maintaining a supportive atmosphere
- Ensure timely communication with your direct reports and Caregivers in order to facilitate a smooth operation
- Develop and prepare presentations to various audiences
- Act as the primary point of contact for Protective Service Operations, managing access and egress control to safeguard our facilities
- Monitor and address safety concerns through discreet observations and low-key surveillance techniques
- Implement access control measures to maintain a secure environment while preserving a welcoming atmosphere
- Implement unobtrusive access control measures to safeguard designated area is contributing to a secure and safe environment without compromising the welcoming atmosphere
- Ensure adherence to hospital protocols and procedures while delivering exceptional service
- Be prepared to respond calmly and efficiently to any unforeseen incidents or emergencies
- Understanding of confidentiality and the importance of discretion when dealing with sensitive information
- Serve as a welcoming and informative presence for all individuals entering the hospital
- Address inquiries and concerns professionally, contributing to a positive and supportive atmosphere
- Uphold service excellence standards, anticipating and fulfilling the needs of patients, visitors, and caregivers
- Ensure compliance with legal and regulatory requirements, including CQC, joint commission, and SIA licensing
- Other duties assigned

What we need from you?
- 5 GCSEs passes or Equivalent to include English and Maths
- SIA Door Supervisor essential
- First Aid Certified
- ACT Awareness CT training
- Hospitality experience in a front line position in a 5* environment
- Previous experience working as a supervisor and leading teams is essential
- Previous experience in roles emphasizing discreet safety and risk management is essential
- Familiar with working within a structured team and reporting and escalation protocols
- Direct hands on experience working with visitors is essential in this role

What can we offer you?

As a private hospital with no shareholders, we reinvest profits back into our organisation. This means we can offer tailored support and development for caregivers, alongside benefits such as:

- 25 days annual leave (plus bank holidays)
- Auto-Enrolment of 5% pension - Cleveland Clinic contributes 10% through Salary Exchange
- Life Assurance, Private Medical & Dental Insurance and Eye Care contributions
- Discounted gym facilities
- 24/7 Holistic Employee Assistance Programme

Who we are?

Cleveland Clinic is one of the leading providers of specialised medical care in the world, providing clinical excellence and superior patient outcomes for almost 6 million patient visits per year across more than 200 locations. We employ over 80,000 caregivers worldwide and continue to drive innovation in healthcare.

With over 100 years of history, our “Patients First” philosophy is at the heart of e

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