Front of House Manager

Job Title: Front of House Manager

Reports to: Home Manager

Location: Bowburn Manor, Bowburn, Durham, United Kingdom

Salary: Competitive

Hours: Full-time, [e.g. 40 hours per week, some occasional weekend days may be required for events etc…]

At St Marys’ Group, we pride ourselves on providing exceptional, person-centred care within beautiful, comfortable surroundings. Each of our homes is designed to be a welcoming, vibrant community where residents, families and visitors feel truly valued.

We are now seeking a warm, friendly, professional and outgoing person to be the welcoming face of our home — ensuring every visitor, enquirer and resident experiences our warmth, professionalism and commitment to excellence from the very first interaction.

Role Overview

This is not a role that sits quietly behind a reception desk. As the Front of House Manager, you’ll be at the heart of everything happening in the home and in the local community. You will be the first person families meet, the friendly face that greets every visitor, and a trusted link between residents, relatives, the home team and the wider community. From managing enquiries and conducting show rounds, to organising events and representing the home locally, you’ll help ensure our reputation for exceptional hospitality and care is reflected in everything we do.

You’ll also take ownership of enquiry management and the CRM system, supporting the admissions process and ensuring every new resident and family feels informed, supported and welcome from the very start.

Key Responsibilities

• Be the face and heartbeat of the home: Welcome residents, relatives, visitors and professionals with warmth, professionalism and genuine care.
• Engage beyond reception: Take an active role in daily life within the home including celebrations and community events.
• Manage enquiries: Respond promptly and compassionately to all phone, email and in-person enquiries, following up to foster strong relationships.
• Show rounds: Deliver personalised, engaging tours that showcase the home’s facilities, care ethos and hospitality.
• CRM management: Maintain accurate, up-to-date enquiry records and follow-up activity within the CRM system.
• Admissions support: Work closely with the Home Manager and team to ensure a smooth, positive move-in experience for residents and families.
• Community outreach:
  • Build and maintain relationships with local hospitals, GPs, charities, businesses and community groups.
  • Organise and attend local events, open days, and networking opportunities to raise the profile of the home.
  • Act as a proud ambassador for St Mary’s Group within the local community.
• Marketing support: Contribute to local marketing and social media initiatives, helping to share stories and promote the home’s activities.
• Front desk leadership: Oversee the presentation and efficiency of the reception area to ensure it reflects the home’s high standards.
• Team collaboration: Work closely with colleagues across care, hospitality and management to ensure excellent communication and coordination.

Skills and Experience

• Previous experience in front-of-house, hospitality, customer service or sales (care experience is desirable but not essential).
• Friendly, confident communicator with a natural ability to build rapport.
• Highly organised and proactive.
• Experience of using CRM systems or similar databases.
• Outgoing and community-minded — enjoys engaging with people and organising events.
• Professional appearance and manner appropriate to a luxury care environment.
• A genuine passion for delivering exceptional customer experiences.

Why Join St Marys’ Group?

• Be part of a respected care group with a reputation for quality and compassion.
• Take on a visible, people-focused role at the centre of home and community life.
• Work in a beautiful, supportive environment with a warm, dedicated team.
• Opportunities for training, development and progression.
• Competitive salary and benefits package.
• A rewarding opportunity to make a real difference every day.

INDSMCS