Head Concierge/Resident Experience Coordinator

Hallmark Care Homes; United Kingdom; Remote; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Pension

Life assurance

Optional healthcare

Hallmark Rewards

Training & development

Job summary

Hallmark Luxury Care Homes seeks a Head Concierge / Resident Experience Coordinator to lead five-star service for residents at The Residences. You will oversee hospitality, wellbeing services, and engaging events, collaborating with dining and operations to enrich daily life.

The role combines luxury hospitality with community coordination, requiring proactive problem-solving, excellent communication, and a passion for exceptional service.

Qualifications

• Proven ability to deliver exceptional service in luxury or high-end environments.
• Excellent communication and organisation skills are essential.
• IT literacy including basic hospitality management software is required.

Responsibilities

• Serve as the primary contact for residents, delivering warm, professional service.
• Anticipate and address residents' needs to ensure comfort and satisfaction.
• Coordinate admissions and liaise with care home teams for smooth transitions.

Skills

Communication

Organisational skills

IT proficiency

Presentation

Problem solving

Customer service

Education

Customer service qualification

Tools

Event management software

CRM software

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.

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.