About the Company:
Pastures New Accommodation is a facilities management company specialising in the establishment and operation of accommodation centres. We work with clients in both the private and public sector.
Our public sector work is focused on the provision of accommodation for international protection applicants (IPs) in Ireland. We are committed to providing a safe, secure and dignified space for IPs to help them start to rebuild their lives and integrate into a new society. Our accommodations offer a range of services including language and cultural support, access to education and job training, and mental health and well-being resources.
The Pastures New operational management approach is person-centred. We focus on developing strong relationships with our residents, helping them to realise their individual needs, aspirations and goals. Fundamentally we work with IPs to help them achieve longer-term stability and success in Ireland.
Job objectives:
The Front Desk Receptionist is the first point of contact for residents, visitors and external agencies at the centre. The role covers reception, resident support and centre administration, and is central to how safe, welcoming and well run the centre feels day to day. The successful candidate will handle enquiries with patience and discretion, keep accurate records, support new arrivals through the check-in process, and escalate welfare and safeguarding concerns promptly to the Site Manager.
Duties and Responsibilities:
Duties below are illustrative, and not exhaustive, and are subject to change in line with priority needs of protection applicants:
Reception and Resident Support
- Greet residents, visitors and external agencies courteously and provide a consistently welcoming first point of contact.
- Act as the first point of contact for resident queries, requests and concerns, dealing with them promptly or escalating to the Site Manager where appropriate.
- Provide clear information to residents on centre facilities, house rules, meal times, laundry, transport and local services.
- Support residents in accessing information about local services, including health, education, English language provision and public transport, in line with centre procedures.
- Communicate clearly with residents who have limited English, using plain language, translation tools and interpreting services where available.
- Log maintenance requests and follow through to ensure they are actioned and closed out.
- Support residents through the centre complaints procedure, recording complaints accurately and passing them to the Site Manager without delay.
Arrivals, Departures and Occupancy
- Coordinate arrivals with the Site Manager, preparing rooms, welcome information and documentation in advance.
- Carry out the check-in process for new residents, including room allocation, issuing of keys or access cards, and a walk-through of the centre and its facilities.
- Process departures and transfers, recovering keys and access cards and updating occupancy records the same day.
- Maintain accurate, up-to-date occupancy and room allocation records and provide occupancy returns as requested by the Site Manager.
- Support the arrivals process for families and vulnerable residents with particular care and discretion.
Administration and Record Keeping
- Maintain accurate records of resident interactions, requests and incidents using the centre's systems and documentation.
- Handle phone calls, emails and post professionally and respond within agreed timeframes.
- Complete incident reports accurately and factually, and pass them to the Site Manager the same day.
- Manage the visitor and contractor sign-in process and maintain the visitor log.
- Support the centre with general administration, filing, ordering of supplies and other ad hoc tasks as required.
- Handle all resident information in line with GDPR and the company's data protection policy, sharing it only with those who need it and only for a legitimate purpose.
Safeguarding, Welfare and Health and Safety
- Recognise and report any child protection or adult safeguarding concern immediately to the Site Manager or Designated Liaison Person, in line with Children First and company policy.
- Work in line with the National Standards for accommodation offered to people in the protection process and any applicable IPAS requirements and contractual obligations.
- Adhere to all policies and procedures including but not limited to child safeguarding, resident welfare, equality, dignity at work and Health and Safety.
- Follow fire safety, emergency and evacuation procedures, and support fire drills and roll calls.
- Maintain professional boundaries with residents at all times and treat every resident with dignity and respect.
- Maintain strict confidentiality regarding residents, their circumstances and their personal information, both during and after employment.
Teamwork and Communication
- Work closely with the Site Manager, welfare, catering, housekeeping and maintenance colleagues to ensure a joined-up service for residents.
- Provide a clear handover at the end of each shift so that outstanding issues are picked up without gaps.
- Liaise with external agencies, contractors and visiting services in a professional manner and in line with centre procedures.
- Attend team meetings, briefings and training as required.
Essential Requirements:
- Previous experience in a reception, customer service, hospitality or administrative role.
- Excellent communication skills, both written and verbal, with the ability to adapt to residents who have limited English.
- Strong organisational and time management skills, with accurate record keeping and attention to detail.
- Competent with Microsoft Office, email and general office systems.
- Ability to remain calm, professional and solution-focused in pressured or emotionally difficult situations.
- A respectful, non-judgemental and person-centred approach to working with people from a wide range of cultural, religious and national backgrounds.
- Understanding of the need for confidentiality and professional boundaries.
- Garda Vetting clearance.
- Availability to work 4 shifts over 7 days, including weekends and public holidays.
Desirable:
- Experience working in accommodation services, social care, community services or a similar people-facing environment.
- Awareness of trauma-informed practice and its application in a residential setting.
- Previous safeguarding or Children First training.
- Additional languages, particularly those commonly spoken by residents in the protection process.
- Understanding of the international protection process in Ireland.
Desired Characteristics:
- Warmth, patience and genuine interest in the people you are working with.
- Empathy, cultural sensitivity and awareness.
- Discretion and sound judgement.
- Resilience and a positive outlook.
- Reliability and the ability to work on own initiative.
- A collaborative approach and a willingness to support colleagues across the centre.
Pay: €14.45 per hour
Benefits:
- Bike to work scheme
- Food allowance
- On-site parking
Work authorisation:
Location:
- Cork, County Cork (required)
Work Location: In person
