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Crossbasket House provides accommodation and support for families with seriously ill children receiving care in the Royal Hospital for Children Glasgow and other hospitals in the west of Scotland.
Families stay free of charge in the 31 bedroomed House and there is no time limit on the accommodation once a family is given a room it is theirs until their child is discharged from hospital. For families with a sick child, the House is a fantastic haven at a stressful time when their childs stay in hospital requires them to be close by while they are away from home.
JOB PURPOSE: To be a main point of contact in the House, providing a friendly, professional and
efficient service to families, visitors and all stakeholders. To be a competent person to be the sole member of staff on occasions during your shift. Provide general administration, housekeeping and support to the House.
PRIMARY RESPONSIBILITIES
- Respond confidently and appropriately to emergency situations within the House
- To conduct a handover with overnight Security staff on arrival/conduct handover to House staff at end of shift
- Daily opening of receptions and procedures
- Assist with the day-to-day running of the House
- To liaise with hospital staff regarding referrals to the House
- To welcome families with registration procedure
- To undertake check-in and check-out procedures with families
- To deliver fire safety drill and Health and Safety information induction to families
- To carry out housekeeping tasks including facilitating a timely turnaround of bedrooms & associated laundry duties
- To be responsible for routine House operations
- Provide efficient administrative support to the House
- To welcome and support volunteers in their work
This post is subject to a PVG.
SPECIFIC DUTIES/TYPICAL DAY
Check Out Families
- Inspect rooms and ensure they have been left in a satisfactory condition prior to family departure
- Raise any issues regarding room condition with families if necessary
- Ensuring all appropriate paperwork and data recording is completed on a database
- Ensuring all keys and equipment are returned
- Process donations and / or returns of room deposits where appropriate
- Housekeeping & laundry duties as part of the room turnover procedure
- Liaising with hospital regarding allocation of accommodation and booking check-in appointments
- Preparation of paperwork for check-in
- Checking rooms are ready for new families
- Welcoming new families with empathy and taking them through the registration process
- Showing families to rooms, taking them through Health & Safety and Fire Safety procedures
- Handover of keys and settling in
Resident Families
- Creating good professional and appropriate rapport with families
- Dealing with familys enquiries
- Ensuring all House rules and protocols are being met
- Deciding on and confidently implementing appropriate action in the event that rules have been broken
- Implementing relevant check-out processes and managing appropriate paperwork
- Support & instruct housekeeping staff on relevant housekeeping tasks
- Undertaking necessary housekeeping duties including but not exclusively laundry and ironing
- Ensure duties are completed in-line with all appropriate Health & Safety policies and procedures
- Actively work with the team as a whole in the monitoring and maintenance of the building, ensuring
- it operates as a secure and safe environment
- Accurately updating database with relevant family information
- Maintaining family referral logs
- Ensuring all practices undertaken are done so in line with GDPR and confidentiality policies
- Cash handling relative to the receiving and returning of Room Deposits, receiving donations,
- operating the card terminal and all associated paperwork/logging processing of Merchandise sales
- Work with and delegate any required operational tasks to volunteers
- Foster and maintain a positive and welcoming working relationship with volunteers
- Appropriately directing all fundraising queries to the fundraising team and gathering information
- in the event that fundraising staff are unavailable.
- Keep knowledgeable and informed with fundraising events
- Actively promoting merchandise sales
- Ability to undertake House show rounds, receive and record donations appropriately
- To be aware that you will be exposed to confidential information and ensure that you maintain
- confidentiality and discretion at all times.
- To be fully aware that you may come into contact with a current/ex-family/supporters who have suffered a
- bereavement and to react appropriately with them keeping in mind your own wellbeing.
- The post-holder will carry out their duties acting at all times as an ambassador for the charity and
- should undertake these in such a manner to justify public trust and confidence.
PERSON SPECIFICATION
Essential :-
- Proficient in using Windows based packages including Microsoft Office -
- Word, Excel, Outlook, email and the internet.
- Experience of working to timescales and deadlines.
- Educated to SVQ Level 3 / HNC or equivalent skills through on-going
- Professional / personal development.
- Excellent English language verbal and written skills.
- Excellent numeracy skills.
- Ability to fit-in and work effectively as part of a small House team and contribute to
- team goals.
- Professional in attitude, behaviour and practice. Ability to respect confidentiality.
- Ability to deal sensitively and empathetically with families, donors and external stakeholders.
- Have highly developed social skills, sociable and friendly and outgoing in dealings with everyone.
- Excellent communication skills.
- Excellent organiser and planner.
- Ability to produce work to a high degree of accuracy and efficiency.
- Ability to prioritise workload, work under pressure.
- Ability to meet deadlines.
- Ability to work unsupervised and independently and use own initiative.
- Commitment to achieving personal, departmental and organisational objectives.
- Ability to adopt a flexible approach in response to new & unforeseen challenges.
- Confident in dealing with a variety of varying situations including face-to-face
- with families dealing with challenging circumstances.
- Reliable and proactive team member.
- Self-motivated.
- Shows genuine concern for others satisfaction and wellbeing.
- Flexible to complete work according to service requirements.
- Committed to the work of Crossbasket House.
- Experience of working within the Third Sector.
- Experience of working within the Hospitality Industry, particularly housekeeping and front-of-house duties.
- Knowledge of working with databases and/or CRMs.
- Understanding of the Crossbasket House.
- Experience in the provision of shared accommodation & facilities.
- Values diversity and respects individual differences.
- Have well developed personal coping skills challenging families, grief, loss.
Length of Post: Permanent
Benefits :-
- 20 days annual leave + 12 days Public Holiday days leave per year pro-rata
- Pension Auto Enrolment 5% Company Pension
- No cost benefit Death in Service.
Interviews will be held on a rolling basis, please note the advert will be closed early if an appointment is made therefore, please do not delay in applying.
