Job Description Location: Rathgar, Dublin 6 Job Type: Full-time, Permanent (39 hours per week) About us Orwell Healthcare is one of Dublins most respected healthcare providers, renowned for delivering exceptional care to our residents since 1987. We operate across two locations in Rathgar: Orwell Private:Convalescence, Long-Term Care and Acquired Brain Injury Unit Orwell Queen of Peace:Long-Term Care Our vision is to provide a continuum of high-quality, person-centred care in a friendly, homely and luxurious environment. Services include residential long- and short-term care, dementia care, acquired brain injury care, respite care and home care support. Role Overview The Hospitality / Bed Manager is responsible for the effective coordination and management of bed capacity and hospitality services across Orwell Private and Orwell Queen of Peace. The role supports the timely admission, transfer, and discharge of residents while maintaining high standards of resident experience. This is a leadership role requiring strong people management skills, excellent attention to detail, and the ability to plan, execute, and follow through on operational initiatives. The post holder ensures that all bed management and hospitality processes comply with Orwell Healthcare policies and procedures and meet HIQA standards. Duties and Responsibilities Liaise with other non-clinical managers concerning issues arising and supervise their departments in their absence or as instructed by the DOC. Report on Bed Management & Front of House activity at Departmental and separate Governance Meetings. Demonstrate competency in planning and managing resources, communication skills, integration skills and people management skills. Direct and active participation in service planning, implementation, evaluation and in overall resource management, including continuous quality audit and performance measures specific to the administration function. Oversee the operation of reception for both facilities, over two locations. Oversee monthly non-residential billing for residents and processing of residents bills in conjunction with the finance department. Bed Management Maintain a proactive approach to bed management, optimising occupancy and effective use of available beds. Manage and coordinate resident enquiries and viewings in conjunction with reception staff, ensuring appropriate follow-up. Work effectively with consultants, hospital bed managers, and senior nursing and senior clinical staff in public and private hospitals to facilitate referrals for long- and short-term residents. Chair weekly bed management meetings, providing up-to-date information on occupancy, planned pre-admission assessments (PAAs), admissions, and discharges. Oversee convalescent and daily resident billing and receipts in collaboration with the Finance Department. Manage the admissions process, including contract completion and coordination. Monitor and analyse trends relating to enquiries, viewings, PAAs, and conversions to long-term and ECU admissions. Plan and chair monthly department and administration meetings with reception staff. Oversee reception rosters to ensure seven-day coverage, including bank holidays. Ensure the application of best practice through continuous review, action planning, and active management of waiting lists. Front of House Management Provide VIP treatment in Orwell Private and Garville Private when requested, including liaison with the Directors regarding inquiries. Carry out weekly documented walkarounds in all units and the grounds of the building, log and liaise with relevant departments regarding improvements/repairs needed. Follow up to ensure completion within an agreed timeframe. ECU Ensure the ECU consistently delivers high standards of appearance and quality of service. Promote a strong focus on customer service and resident satisfaction among ECU staff, ensuring ongoing training and awareness of the specific needs of ECU residents. Ensure all vacant ECU rooms are inspected and audited prior to admission. Maintain a 5-star standard of hospitality, including food and beverage service. Oversee the availability and quality of non-clinical supplies and amenities within the ECU, including kitchenettes, library, day room, outdoor areas, and communal spaces. Event Management Coordinate with Activities, PR, and senior management to ensure events are properly resourced and supported. Ensure events are safe, with appropriate risk assessments completed in consultation with Health & Safety. Provide operational oversight for resident, staff, and family events, including post-event reviews to support improvement. EOL Care Support bereaved families and liaise with undertakers as required. Work with clinical teams to uphold resident dignity, privacy, and respect at end of life. Ensure residents belongings are managed appropriately and attend funerals on behalf of Orwell Healthcare as required. Duty Manager Provide operational oversight of non-clinical departments during weekends as Duty Manager. Support clinical teams, admissions, viewings, and visiting as required. Liaise with external service providers in the absence of departmental supervisors. Contracts & consent forms Ensure resident contracts and consent forms are accurately completed, updated, recorded, and filed in a timely manner. Audits & Reporting Conduct regular inspections and documented audits across hospitality, reception, and support services. Identify improvement actions, complete follow-up audits, and provide quarterly quality and KPI reports. Compalints Act as the point of contact for resident-related complaints, ensuring prompt logging, investigation, resolution, and escalation where required. Communicate outcomes clearly, track actions, and report trends and learning to management and governance forums. What We Offer You We want you to feel supported, developed, and appreciated. Benefits include: Paid mandatory training Subsidised café Company pension Death-in-Service insurance Continuous Professional Development and upskilling opportunities Employee referral bonus Tax saver schemes (Bus, Rail, Bike to Work) Bike storage Employee Assistance Programme Company events and social gatherings Sick pay (as per policy) Were committed to creating a workplace where people enjoy coming to work and where they feel valued for the positive difference they make. Additional Information All job offers are subject to: Satisfactory references Garda Vetting Pre-employment medical assessment Experience: Experience in a 5-star hotel front office or similar high-end hospitality or healthcare environment : 3+ years (required) Exceptional communication skills and ability to maintain a calm disposition in all situations Proven track record in managing and motivating a team to achieve outstanding results Demonstrate expertise in performance management and training Strong organisational skills and ability to thrive in a fast-paced, dynamic environment Work authorisation: Ireland (required) Work Location: In person Orwell Healthcare is an equal opportunities employer. Skills: Leadership Hospitality Service management PeopleManagement