Hospitality Service Manager in Esher - CV-Library

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
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Company pension plan
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Health Care Cash Plan
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Access to Perkbox, discounts platform
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Opportunities for Training & Development
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Access to our Employee Assistance Programme
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Discretionary bonus
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Employee Recognition Programmes
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Death in Service benefit
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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.
- To manage and develop the front of house teams; reception, housekeeping, laundry, and dining service.
- To assist the General Manager in delivering the brand standards, standard operating procedures and company policy and maintain 90%+ in the Loveday Way Audit.
- To 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.
- To 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. Alongside the Learning & Development Team, continue to develop teams through in-house training, quarterly job chats, yearly appraisals and job reward schemes, and record evidence through personnel files and training records.
- 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 allowing Loveday Kensington to maintain the Outstanding Rating at all times.
- Have a leading impact on achieving of response and highest average rating in the annual Family Member Satisfaction Survey.
- To ensure capture and recording of all member and visitor ancillary spend to allow invoicing as per the company guidelines.
- Ensure the departments tracks and records all verbal and written compliments and complaints and that the GM is supported in appropriate follow up where needed.
- Meeting all statutory and company requirements to deliver a consistent, best in class 5-star service experience, that is safe, faultless, and cost-efficient.
- To 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 often 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.
- To lead, train and support the Food & Beverage team in carrying out their daily duties.
- To support with team recruitment and issues where necessary.
- Monitor and support the dining room service at mealtimes.
- Monitor and support the room service dining service delivered by the care team.
- 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.
- Ensure that the dining programme is delivered based on the ‘Well-being’ principles, and presentation.
- 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.
- To support the Head Housekeeper in the daily operation of the housekeeping department.
- To support with recruitment and team issues where necessary. To ensure that all Show Rooms and new Members rooms are always to the Support in stock purchasing and control where necessary.
- Support the activities team with the extraordinary days out where needed.
- To plan well ahead for season and to 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.
- To support the activities team in the delivery of the daily activities schedule.
- To be fluent with Health and Safety requirements for the Hospitality Department and attend monthly H&S meetings.
- To carry out building walks/audits and checks as required.
- Together with the Maintenance Technician, be a point of contact with 3rd party building management providers to ensure works are scheduled with minimal disruption.
- Ensure statutory and planned preventative maintenance is carried out as required and with limited disruption to members.
"Support the maintenance team in ensuring all daily issues are reported and rectified as efficiently as possible.
"Monitor all member areas and ensure that they are clean and tidy, make efficient use of the company's resources and that valuable stock and equipment are always secure.
- To bring to life the Loveday culture, values and reputation and to demonstrate leadership by creating an environment that fosters excellence, and which supports and respects all stakeholders.
- Carrying 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