Head Concierge/Resident Experience Coordinator

Hallmark Care Homes; Bath; On-site; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Training & development

Pension

Life assurance

Healthcare

Hallmark Rewards

Work-life balance

Job summary

Hallmark Luxury Care Homes in Bath is seeking a Head Concierge/Resident Experience Coordinator for The Residences to deliver five-star services and enrich residents' daily lives.

You will lead hospitality, wellbeing services, and events, coordinating with dining, wellbeing, and operations teams to create memorable experiences while upholding impeccable presentation and warmth.

Qualifications

• Experience in luxury hospitality or resident services.
• Strong communication and organisational skills; IT proficiency.
• Immaculate presentation; proactive problem solver; service-focused.

Responsibilities

• Be the primary contact for residents, delivering exemplary service.
• Anticipate needs and address requests to ensure comfort and satisfaction.
• Coordinate resident admissions with relevant departments for smooth transitions.
• Build professional relationships by understanding residents' preferences and histories.
• Own resident requests and ensure timely resolution.
• Provide in-suite services including deliveries, meals, and fridge stocking.
• Oversee dining and bar services to meet high standards and resident preferences.
• Maintain a welcoming, professional environment and coordinate activities with the team and external providers.

Skills

Luxury hospitality

Resident services

Guest relations

Events coordination

Lifestyle management

Community engagement

Front-of-house

Communication

Organisational ability

IT proficiency

Job description

Experience the Warmth: Join Our Bighearted Team as a Head Concierge/Resident Experience Coordinator at Hallmark Luxury Care Homes and Help Residents Thrive!

Are you passionate about delivering exceptional service and creating unforgettable experiences? Do you thrive in a luxury hospitality environment where attention to detail and professionalism are key? If so, we have the perfect opportunity for you.

At Hallmark Care Homes, our vision is simple yet powerful: to be recognised as the leading provider of high-quality, relationship-focused care for all residents. At The Residences, you will play a pivotal role in bringing this vision to life.

What we're looking for:

• Experience: Experience in luxury hospitality, resident services, guest relations, events coordination, lifestyle management, community engagement, or front-of-house environments. We welcome applications from professionals with backgrounds in hotels, retirement living, residential developments, events, customer experience, or hospitality coordination.
• Skills: Outstanding communication, organisational ability, and IT proficiency.
• Qualities: Immaculate presentation, proactive problem-solver, and a genuine passion for exceptional service.
• Desirable: Customer service qualification and experience in event planning or hospitality management.
• Transferable Experience: We are particularly interested in candidates who have coordinated events, resident activities, guest experiences, or customer-focused services and can demonstrate excellent organisation, relationship-building, and cross-department collaboration skills.

About The Role

You’ll be the heartbeat of The Residences, ensuring our residents enjoy a seamless, five-star lifestyle every day. From overseeing hospitality and wellbeing services to anticipating residents’ needs, you’ll deliver a service that is second to none.

This role combines luxury hospitality, resident experience, and community coordination. You'll work closely with dining, wellbeing, and operational teams to create engaging events and experiences that enrich residents' lives while ensuring exceptional day-to-day service.

What you'll be doing:

• Act as the primary point of contact for residents of The Residences, delivering exemplary service with professionalism and warmth.
• Anticipate residents' needs and proactively address requests or concerns to ensure their comfort and satisfaction.
• Coordinate resident admissions, liaising with residents and relevant departments to ensure a smooth transition to The Residences.
• Build strong, professional relationships with residents by understanding their preferences, interests, and life histories.
• Take ownership of resident requests, ensuring prompt and thorough resolution to exceed their expectations.
• Provide in-suite services, including resident deliveries, meal service, and fridge stocking.
• Oversee the dining experience to ensure it meets the highest standards and caters to residents' preferences.
• Manage the bar service, serving food and drinks to residents with warmth and hospitality.
• Maintain the overall presentation of The Residences to create a welcoming, friendly, and professional environment.
• Coordinate activities and events, collaborating with the care home team and external providers to offer engaging experiences for residents.

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. But that's not all! Here's what else you can expect:

• Valued as our Greatest Asset: Be part of a values-driven company that puts people first.
• Skyrocket Your Career: Avail yourself of industry-leading training and development, propelling your career to new heights.
• Wellness Matters: Enjoy excellent benefits, including a pension, life assurance, and optional healthcare.
• Exclusive Perks: Embrace our rewards and discount scheme Hallmark Rewards.
• Balance is Key: Experience a fulfilling work-life balance, nurturing your well-being.

At Hallmark Luxury Care Homes, we value diversity, teamwork, and dedication to excellence. If you're ready to make a meaningful difference in the lives of our residents and contribute to a warm and welcoming environment.

Hallmark Luxury Care Homes is committed to promoting equal opportunities in employment and in the workplace and welcome applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

We are happy to consider any reasonable adjustments that candidates may need during the recruitment process. If there are additional options, you’d like to request in making your application,