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Concierge – Permanent Contract
£13.80 per hour, 42 hours per week
KYN Hurlingham, 28 Daisy Lane, London, SW6 3DD
About KYN
KYN is a brand-new care home company focused on offering an elevated approach to care: Individualised journeys built around the needs and interests of our residents in beautiful surroundings with life-enriching practices.
KYN HURLINGHAM is our second home due to open in the first part of 2024. It’s a 32-bedroom home offering each resident an elegant and comfortable bedroom, communal areas for dining and reclining. We have a further two care homes in development in London.
We are passionate about our people; we seek out those who have a true vocation for care or hospitality.
About the opportunity
As a Concierge, you will be responsible for:
- To support the Hospitality Manager in creating a warm and welcoming atmosphere consistently delivering an exceptional experience for our residents and their families
- To support the Life Enrichment & Wellbeing Lead in the implementation of a whole home approach to the provision of meaningful occupation for all residents, taking a proactive attitude towards the engagement of all residents at all times
- The day-to-day management of appointments, deliveries, and all elements of the front desk operation while ensuring accuracy in the recording and communication of any related information
- To maximise internal communication networks and have an extensive knowledge of the local area to help promote and nurture positive relationships to answer residents and visitors’ questions and make recommendations
- To welcome and assist residents and their families in a friendly, prompt, and professional manner
- To answer phones and emails in a prompt and courteous manner
- To answer, record and process all incoming calls, messages, requests, questions, or concerns
- To record residents and their families’ preferences in the system and communicate any outstanding requests or issues to management that may require additional monitoring or follow-up
- Take action to solve problems/complaints using appropriate service recovery guidelines
- To book restaurant, theatre or other reservations for individuals and/or groups that are requested either by phone or from within the home, process cancellations, revisions, and information updates on changes
- To comply with COSHH (Control of Substance Hazardous to Health) and Infection Control regulations
- To be fully aware of activities and facilities within the care home and the local area
- To work as part of a team and communicate with other departments to ensure excellent quality and service
- To assist in providing bedroom/suite services/deliveries whilst confidently taking on additional responsibilities as required
- To liaise with clinical, housekeeping, cleaning, and maintenance teams to ensure that safety and cleanliness standards are always maintained
- The safekeeping of any incoming mail, parcels, building keys to allow access for maintenance and repairs when necessary
- To accurately handle credit card transactions including resolving any delayed or disputed charges whilst maintaining confidentiality
- To ensure the security of individuals valuables, stock and keys. This will include ensuring company security procedures are strictly always adhered to
- To always follow established safety protocols and procedures.
- To immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the manager on duty
- To ensure all work areas and equipment are kept clean and tidy
- To undertake any administration duties as requested
- To perform other duties as assigned including tours of facilities, concierge services, special requests, etc
- To act as a first point of contact for complaints and similar issues, taking the correct action should there be an emergency and advising the necessary team/authorities
- ·To attend training when required
- To be fully aware of and comply with rules and regulations
About you
- You will have experience in a similar role within 4–5-star hospitality venue
- You will have the ability to work under pressure, flexibly and consistently
- You will be observant with the ability to anticipate residents’ needs and understanding how to adapt your service style and engage with each individual resident and their families
- You will be an organised individual with strong communication and influencing skills, an approachable manner, an eye for detail and the ability to drive standards that not only meet but exceed expectations and elevate the lives of our residents
- You will be a team player who really believes that the KYN experience is not just something that happens at the front desk and that every member of the team is equally important
- You will be a compassionate, empathetic, kind, and caring individual
About our commitment to you
- Competitive salary and benefits
- 33 days annual leave including bank holidays
- Complimentary meals, hot drinks, and snacks throughout your shift
- Bespoke company induction and on-going training programmes at all levels
- Access to the best-in-class equipment and technology
- Custom-made uniforms provided
- Annual bonus (discretionary and scheme rules apply)
- Employee assistance programme and other attractive wellbeing benefits
- Discount schemes
- Company contributory pension scheme & life insurance
- And much more……
To find out more about KYN, our teams and values please visit www.kyn.co.uk/careers
KYN is an equal opportunities employer.
