Job Title: Front of House Manager
Location: Hampstead Heath
Salary: £40,000 on a 40-hour basis + Elysian Benefit Package
Job type: Full Time, Permanent role (may consider Part time)
Elysian Residences is a UK business, specialising in the development and operation of luxury retirement communities.
At Elysian, we offer a premium service and care provision that, until recently, could only be found in countries such as the USA, Canada, Australia, and New Zealand.
The Role:
Manage and co-ordinate Front Office operations, House Keeping Team to provide efficient, prompt, courteous, trouble free and proactive service to residence; hence maximize upselling of products and other services and increase The Oren Residents satisfaction. You will also work closely with the Facilities manager to ensure all building maintenance matters are attended to. All work will be in line with the business guidelines and business plan, the departmental business plan, and Elysian Group's corporate guidelines and service concepts.
Key Responsibilities and Accountabilities:
Services Development:
- Participates, as an active member, with the retirement community's management team in developing plans for hospitality services including: a) service offerings, b) budget, c) customer communication, d) satisfaction measurements, and e) input for program development f) Support, Recruit, develop/ train and lead the House Keeping team and front of house team members.
- Coordinates services with community department heads for residents in a timely fashion. Works closely with the resident's accountant to insure accurate billing.
- Ensures that Front Office/ Clean Team is staffed according to need by utilizing business forecasts to schedule employee.
- Maintains a professional image with appropriate business partners and vendors.
- Plays an active role in community functions by assisting in planning, set-up and delivery of services to residents.
- Participates in marketing the retirement community and its hospitality services.
- Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviations.
- Monitors Front Office activities regarding discounts, billing instructions, and compliance with The Oren credit policies.
- Oversee the maintenance department and ensure all duties of the team are carried out.
- Brings major needs for repair to the attention of the General Manager.
Risk Management:
- Demonstrates knowledge of and complies with state regulations as they apply to the retirement community and this position description.
- Ensures that all potential and real hazards are reported and reduced immediately.
- COSHH and safety Management.
- Fully understands the company fire, emergency, and bomb procedures.
- Ensures that emergency procedures are practiced and enforced to provide for the security and safety of residents, guests and employees.
- Ensures that all employees within their own department work in a safe manner that does not harm or injure self or others.
- Stimulates and encourages a general awareness of health and safety in tasks and activities managed within the department.
- Ensures the safety of the people and property within the premises by applying The Oren regulations and adhering to existing laws and regulations.
Customer Service:
- Interacts in a positive, empathetic manner with seniors, their families, referral sources, and the community at large. Identifies and responds to the customer's needs in an appropriate manner.
- Demonstrates good knowledge regarding the senior housing industry.
- Works alongside other staff members with cooperation and respect.
- Answers the phone with a courteous and prompt response.
- Provides exceptional service and quality products to all residents and guests.
The Candidate:
- Candidates require a clean driving license with no accident or charges within the last 5 years.
- Demonstrates an ability to develop a network of providers and services.
- Displays excellent customer service and communication skills.
- Handles multiple tasks in a fast-paced environment and is well organized.
- Demonstrates knowledge/experience with seniors.
- Provides solid mediation and problem-solving skills.
- Always maintains a professional demeanor.
- Works both independently and collaboratively.
- Demonstrates a warm, engaging, and patient manner.
- Can demonstrate use of Microsoft Office products (Word, Excel, Outlook, etc.) and Internet skills.
- Knowing how to recognize and respond to an aquatic emergency.
Benefits:
- Contributory Pension Schem
- Health Care cash plan
- Death in-service two-time salary
- Meals on Duty
- Access to 100's of discounted daily purchases via Bright Ex-change
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of; Front of House Manager, Front of House Assistant, Receptionist, Customer Service Administrator may also be considered for this role.