Guest Services and Concierge Manager

5 days ago


Eastbourne, East Sussex, United Kingdom Hallmark Care Homes Full time

About Us

Hallmark Luxury Care Homes is a family-run provider dedicated to delivering outstanding care across all our homes in England and Wales. We cherish every moment and provide exceptional care that supports residents to live each day to the full.

The Role

We are seeking a highly motivated and experienced manager to join our warm and welcoming team at Hallmark Luxury Care Homes. As a Residences Manager, you will be responsible for overseeing hospitality and well-being services, ensuring exceptional service at all times.

Key Responsibilities

  • 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.

What We're Looking For

  • 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.

Reap the Rewards

Your dedication and hard work will be celebrated with a competitive salary, outstanding training and development opportunities, and a supportive work environment. You will also enjoy excellent benefits, including a pension, life assurance, and optional healthcare, as well as exclusive perks and a fulfilling work-life balance.



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