Front of House Manager

Our new community in Chester is opening soon and The Wyldewoods Retirement Village is on the lookout for a brand new Front of House Manager to oversee the day-to-day operations of the reception and customer service areas within the retirement village.

This role ensures a high level of customer service, creating a welcoming and supportive environment for residents, their families, and visitors. The Front of House Manager will manage a team of front desk staff, coordinate activities and events, and work closely with other departments to ensure the smooth operation of the village.

Key Responsibilities:

Customer Service:

• Provide a warm and welcoming environment for residents, visitors, and staff.
• Address and resolve any resident or visitor concerns or complaints promptly and professionally.
• Develop and implement customer service policies and procedures to enhance resident satisfaction.
• Plan and coordinate events and activities for residents, ensuring they are engaging and meet the interests and needs of the community

Staff Management:

• Recruit, train, and supervise front desk staff, ensuring high performance and professional development.
• Schedule and manage front desk staff shifts to ensure coverage during all operational hours.
• Conduct regular performance reviews and provide constructive feedback and coaching.

Operations Management:

• Oversee the daily operations of the reception area, including managing incoming and outgoing communications, mail, and deliveries.
• Ensure the reception area is clean, organized, and well-maintained.
• Maintain accurate records and manage administrative tasks, including scheduling appointments and coordinating activities.

Collaboration:

• Liaise with other departments, including maintenance, housekeeping, and dining services, to ensure seamless service delivery.
• Communicate effectively with residents, families, and staff to keep everyone informed of relevant information and updates.
• Facilitate regular meetings with front desk staff and other key personnel to discuss operations and improvements.

Compliance and Safety:

• Ensure compliance with all relevant regulations and standards, including health and safety requirements.
• Conduct regular safety checks and report any hazards or issues to the appropriate department.
• Implement and oversee emergency procedures and protocols.

What we are looking for in the successful candidate?

• customer service or front of house management role, preferably within a retirement village, hotel, or similar setting.
• Experience managing and supervising staff.
• Excellent interpersonal and communication skills.
• Strong leadership and team management abilities.
• High level of organizational and multitasking skills.
• Proficiency in using office software, including Microsoft Office Suite and CRM systems.
• Ability to handle sensitive and confidential information with discretion.
• Friendly, approachable, and compassionate demeanour.
• Strong problem-solving skills and the ability to remain calm under pressure.

In return we offer a number of benefits including Life Assurance, Discounted Gift Cards, Pro - rata holidays, full sick pay, birthday leave plus much more! If you are interested in finding out more about this opportunity please apply below!