Hospitality Service Manager

Hospitality Service Manager Who We Are Loveday & Co. offers over 100 years of combined experience in elderly care, healthcare and hospitality. Loveday is recognised as the premier provider of luxury care services in London. About the Property Main Building 37 bed luxury hospitality driven residential nursing care set within a Grade II listed building in 16 acres of landscaped grounds catering to residential nursing care, memory care, respite and rehab/recovery. 20 bed luxury hospitality driven post operative rehabilitation set 16 acres of landscaped grounds. Set over two floors, the property will provide residential and day patient rehabilitation as well as drop in fitness programmes. The Mission We are passionately devoted to enhancing the lives of our members and their families. We blend our expertise in providing tailored, compassionate care, with world-class hospitality, to create an unrivalled culture of uncompromising excellence in everything we do. Based on the success of our award winning first home in Chelsea Loveday, we are expanding across London with both additional properties and innovative new services for seniors. Scope Loveday & Co. offers care services in both traditional care homes and specialised rehabilitation facilities. Reward Package Company pension plan Health Care Cash Plan Access to Perkbox, discounts platform Opportunities for Training & Development Access to our Employee Assistance Programme Discretionary bonus Employee Recognition Programmes Death in Service benefit Scope for progression and promotion within the company as we grow from one Care Home to the development and subsequent opening of four new homes in London. Main Duties and Responsibilities Responsible for all hospitality services including front of house, reception, housekeeping, laundry and food & beverage. Manage and develop the front of house teams; reception, housekeeping, laundry, and dining service. Assist the General Manager in delivering the brand standards, standard operating procedures and company policy and maintain 90%+ in the Loveday Way Audit. Identify opportunities to improve people, processes, and systems. Monitor, control budgets in conjunction with the General Manager and maintain costs inline or below budget. Ensure departments use nominated suppliers, and that purchase orders are complete issue orders for all non-nursing supplies in line with the company procedures. Ensure that the job rotas are issued timely and that adequate resources are always available. Liaise with nursing staff, members, and relatives to ensure that you and your team are always meeting members' needs and preferences. Be prepared to be hands-on alongside team members, irrespective of shift patterns or days of the week. Liaise closely with the other departments including; care, kitchen, maintenance, and activities. Optimize staff retention and satisfaction through self-development and motivation of the team. Ensure that training compliance is constantly at 90%+ for the hospitality team. Attend members' meetings, events and evening or weekend functions as they arise. Keep good records and meet all statutory and company requirements from the Care Quality Commission care and Health and Safety requirements. Lead on achieving the highest average rating in the annual Family Member Satisfaction Survey. Ensure capture and recording of all member and visitor ancillary spend to allow invoicing as per the company guidelines. Ensure the departments track and record all verbal and written compliments and complaints. Deliver a consistent, best in class 5-star service experience, that is safe, faultless, and cost-efficient. Lead, train and support the reception team in carrying out their daily duties. Ensure that all guests receive a welcome as per the Loveday Way brand standards. Engage with all members and ensure they are happy and content in their time spent at Loveday. Obtain and act upon feedback, continually improving systems and processes within the framework of the Loveday brand. Professionally manage the guest and member diary ensuring that appointments are attended and the care team aware of when members have visitors. Ensure all ancillary services are charged to members accounts or to visitors directly if applicable. Lead, train and support the Food & Beverage team in carrying out their daily duties. Monitor and support the dining room service at mealtimes. Ensure that food service to member suites is carried out to the set Loveday Way standards. Ensure that all members lounges are clean, stocked and ordered. Lead in the planning and delivery of F+B during members daily activity schedule, family events and sales meetings/events. Control beverage and consumables stocks to ensure budgets are achieved. Support the Head Chef in ensuring food safety paperwork is completed and it meets the requirements of the food safety policy. Support the Head Housekeeper in the daily operation of the housekeeping department. Support the activities team with extraordinary days out where needed. Plan well ahead for season and liaise with F+B and Kitchen teams to ensure the set up and delivery of F+B as required to support the delivery of activities. Be fluent with Health and Safety requirements for the Hospitality Department and attend monthly H&S meetings. Carry out building walks/audits and checks as required. Monitor all member areas and ensure that they are clean and tidy. Bring to life the Loveday culture, values and reputation and demonstrate leadership by creating an environment that fosters excellence. Carry out any other task that may be reasonably assigned to you. Eligibility In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application. Documented evidence of eligibility will be required from candidates as part of the recruitment process. Loveday & Co is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. Working variable hours (on a rota basis) to suit business needs, including evenings and weekends. The ideal candidate will be punctual, hardworking and quick to learn, with a high attention to detail. Excellent communication skills and an outgoing personality and a positive work ethic is ideal for this role as well as good physical stamina & mobility.

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