Get ready to step into the world of The Helier through the eyes of our dedicated General Manager, Olivier. From morning walks through the grounds to meaningful conversations with residents over coffee, Olivier’s days are filled with moments that bring heart and care to our community. In this Q&A, we explore his passion for creating a home where every resident feels valued and connected—one thoughtful touch at a time.
What are the key aspects of your role as General Manager at The Helier?
As General Manager at The Helier, my role primarily focuses on ensuring the smooth operation of our services for the residents. I work closely with my team to maintain high standards of quality and efficiency across all aspects of the business.
In addition to overseeing daily operations, I'm passionate about creating diverse touchpoints for enhancing the customer experience. This involves not only meeting the needs of our residents, but also proactively identifying areas where we can add value and make their experience as seamless and positive as possible.
Olivier with a resident at one of our cocktail evenings.
What does a typical day look like for you in supporting the residents?
A typical day for me starts around 8:00–8:30 am. I begin by walking around the facility to meet the team and ensure everything is in order. Then, I take a moment to read the local newspaper to stay updated on local activities or events, which I can later discuss with residents when they stop by for their freshly brewed coffee.
My day also involves welcoming new residents, organising any alterations needed when they first move in, and being a key point of contact for anything they may require. I try to discipline myself to spend less time in the office and more time engaging with residents and the team.
I often meet with the leadership team, either individually or as a group, to discuss operational matters and ensure everything runs smoothly. Additionally, I always aim to make time to meet and socialise with at least one or two residents each day. I typically walk around the facility two to three times daily to stay connected.
My day usually wraps up around 5:00pm unless there’s an event to attend or facilitate. Our Senior Resident Concierge likes to keep me busy with cocktail functions, and I occasionally join in for the Helier Hour to connect with residents in a more relaxed setting.
Olivier pours an extra special toast for The Helier's 1-year anniversary.
What special touches do residents enjoy at The Helier to ensure they feel comfortable and at home?
At The Helier, we focus on the personal touches that make each resident feel comfortable and truly at home. These include simple yet meaningful gestures, like handwritten messages, celebrating their birthdays or other important milestones, and taking the time to connect with them on a personal level. We always call residents by their first name and enjoy chatting about their day, their plans, or anything else they’d like to share.
Everyone is unique, so we make it a priority to understand what drives their needs, preferences and accommodate them as much as possible. Whether it’s arranging a restaurant booking, a spa massage, or a hairdresser appointment, we aim to provide support that enhances their daily lives while respecting their privacy.
Our ultimate goal is to create an environment where residents feel cared for, valued, and comfortable, while also ensuring they maintain their independence and dignity.
How does The Helier help residents to feel part of the community?
At The Helier, we are committed to doing all that we can to give every resident a sense of community and belonging. Our team continuously explores events, activities, and topics of interest that residents can participate in or relate to. We also share information that is relevant and helpful to their age group.
For example, we provide guidance on navigating issues like scam awareness, promote exercises designed to help maintain balance and overall wellbeing, and keep residents informed about local events happening nearby. These initiatives are all part of our efforts to create opportunities for engagement, connection, and support. By tailoring activities and information to our residents’ interests and needs, we strive to build a strong and inclusive community where everyone can feel involved and valued
Olivier, leading with passion and purpose at The Helier.
Tell us about how your team works with the residents
Our team truly enjoys working and interacting with our residents—it’s something we value deeply and consider part of our DNA. Being present in the moment with our residents is at the heart of what we do. Over time, our team has strengthened their listening skills and developed greater confidence in their social interactions, helping residents to feel heard, respected, and valued.
We like to think of ourselves as one big family, fostering a warm and supportive environment where genuine connections can thrive. This sense of togetherness is what makes The Helier such a special place for both our residents and our team.
Can you share a memorable moment that highlights the impact of your role
It’s not just about my role—creating memorable moments is truly a team effort at The Helier. Every member of our team contributes to making a difference in meaningful ways, whether it’s remembering a grandchild’s name, sending a personal message to show we care, or surprising someone with flowers, a special gift, or a thoughtfully selected delicacy.
These small yet heartfelt gestures are woven into the daily routine of our entire team, and they embody the warmth and connection that make our community so special. It’s these moments of care and attention that truly highlight the impact we have in the lives of our residents.
Is there an example that comes to mind that represents the enjoyment the residents get from being part of the community?
One example that truly captures the enjoyment our residents experience is our daily 'Helier Hour.' This cherished tradition has become a highlight for everyone—a time to share the day’s events, reconnect with friends, or meet new neighbours, all while enjoying the relaxed and welcoming atmosphere that makes The Helier so special.
What truly elevates these experiences is the combination of the personal service we provide, the exceptional food we serve daily, and our unwavering attention to detail in everything we do. Beyond The Helier Hour, there are countless other moments that bring joy—celebrating a child’s wedding, cheering for a grandchild running their first half marathon, reminiscing about recent travels, or sharing weekend activities. Even the simple pleasures, like discussing a new interior design for their apartment or sharing stories from family picture frames on the wall, enrich the community experience. Together, these interactions create a vibrant, connected, and fulfilling lifestyle for our residents.