Job Description

JOIN OUR TEAM AS FRONT OF HOUSE MANAGER AT FURZE FIELD MANOR, SAYERS COMMON

About The Role

Making a first impression is really important. What matters is that you have the confidence, compassion and empathy to provide excellent customer care to a wide variety of people with whom you will interact on a daily basis. Residents, relatives, healthcare professionals, and other visitors to the home, as well as our own team members and senior management team - it starts with you as an ambassador of Furze Field Manor and Oyster Care Homes!

As Front of House Manager, you will be at the heart of our care home owning the administrative and reception functions and playing an important and key role in driving our occupancy. You will contribute to the smooth and efficient running of the home, providing support to the home manager and heads of department, with a strong focus on managing enquiries and resident admissions and other customer experience elements alongside HR, recruitment, payroll and finance.

The role requires effective communication with exceptional interpersonal skills and the ability to develop professional relationships with residents, their families, our team members, suppliers and professionals. Above all, you will need to live and breathe the Oyster values of trust, dignity, care, compassion and respect.

Key Responsibilities

Support the home manager in promoting the care home and generating customer enquiries through events, sponsorship, PR and collaborative partnerships within our local community, to maximise revenue coming into the care home and achieve targets for resident occupancy and average weekly fee.

Manage enquiries and showarounds of the home for prospective residents and families, from initial contact right through to the move in and out of residents ensuring that our management information system, CoolCare, is up to date at all times. This includes occupancy, enquiries and resident information as well as ensuring resident admission documentation and contracts are completed in a timely manner.

Be the first point of contact for all telephone calls and visitors to the home providing exceptional and efficient customer service to everyone, giving a warm welcome and answering a wide range of queries in a caring and helpful way, making sure everyone feels valued.

Ensure that our Front of House and Bistro areas are kept tidy and presented impeccably to promote a welcoming and professional environment.

Play a pivotal role in the recruitment and onboarding of team members, ensuring all offers, new starter documentation and background checks are completed in a timely manner.

Monthly payroll preparation for the team in the home and providing advice and guidance to team members on queries, using the HR tools and resources available.

To undertake financial administration as required, including maintaining cost trackers, petty cash, resident and supplier invoicing and, where applicable, handling the sensitive issue of Aged Debt recovery.

Need to Have

Consultative sales approach making sure that every family feels listened to, understood and genuinely cared for in a friendly, professional and customer service orientated environment

Excellent communication and interpersonal skills with a strong focus on empathy and compassion, and the ability to create a positive and reassuring first impression

Proficient Microsoft skills (Outlook, Word, Excel)

Strong organisational and time management skills, with the ability to effectively manage multiple priorities

High level of attention to detail and delivery of quality outcomes

Self-motivated, flexible and enthusiastic

Collaborative team player, openly sharing ideas and information

Prior customer facing and administration experience is essential

Previous care home experience an advantage but not essential

Full and clean driving licence

We are unable to offer sponsorship.

Our screening and recruitment process is conducted in line with Oyster Care Homes' Safeguarding Policy.

Job Types: Full-time, Permanent

Benefits:

Company pension Discounted or free food Referral programme Store discount
Schedule:

Day shift Monday to Friday
Application question(s):

Do you require Visa Sponsorship?
Experience:

Care home: 1 year (preferred) Administrative : 1 year (required)
Language:

Confident English (required)
Licence/Certification:

Driving Licence (required)
Work Location: In person

Reference ID: FFM FOH