Hospitality Manager

KYN • Full-time • Hammersmith And Fulham, GB • 3m ago

Hospitality Manager - Permanent

40 hours per week

KYN Hurlingham, 28 Daisy Lane, London, SW6 3DD

About KYN

KYN is a brand-new care home company focused on offering an elevated approach to care: Individualised journeys built around the needs and interests of our residents in beautiful surroundings with life-enriching practices.

Our first home, KYN BICKLEY, opened in February 2023. KYN BICKLEY is an 86-bedroom home offering each resident an elegant and comfortable bedroom, communal areas for dining and reclining; and inviting outdoor terraces overlooking landscaped gardens bordered by woodland. We have a further three care homes in development in London.

About the opportunity:

As the Hospitality Manager here at KYN you will be an essential part of the hospitality team, helping to create a warm and welcoming atmosphere and consistently delivering an exceptional hospitality experience for our residents and their families.

You will be responsible for overseeing and manage non-clinical areas of the home (food and beverage service, and housekeeping) to inspire and lead the teams to achieve and maintain the highest possible levels of hospitality excellence.

To be accountable for the smooth running and management of the hospitality departments (food & beverage service, and housekeeping)
To ensure that alongside my team, an exceptional service is provided to our residents and that everything we do is delivered with warmth, care and love
To build relationships with our residents and fully understand their needs
To be accommodating and flexible to the requests of our residents and their families within the agreed boundaries
To develop, implement, and review hospitality service standards and SOPs to ensure that we continually drive the standards and train my team to deliver these
To adhere to all the SOP's that have been set along with my team
To approach all my duties with enthusiasm and professionalism
To take pride in both my personal presentation and the presentation of the work I undertake
To set exceptional standards around communication, presentation, delivery and timings must be maintained at all times
To respond and seek appropriate resolutions to resident complaints quickly, empathetically, and professionally
To ensure that positive feedback from a resident about a member of my team is communicated to them in a timely manner and celebrated
To be responsible for controlling departmental financial targets and operating costs in line with agreed budgets without compromising KYN's exceptional offering and service
To effectively manage and oversee stock in the non-clinical areas of the home (beverage service, and housekeeping)
To ensure accurate stock levels are always maintained
To ensure breakage and wastage are kept to a minimum
To ensure stock is rotated in accordance with KYN's policies and food safety regulations
To undertake regular stock takes and purchase stock in accordance with KYN's purchasing policies and procedures
To maximise opportunities for departmental sales and profit e.g. food and beverages for resident's family and guests etc.
To be compliant and ensure compliance of team members in respect of General Data Protection Regulations and Payment Card Industry Data Security Standards
To ensure my team is competent, trained, fully understand and work in accordance with statutory and Company requirements for Health and Safety, Food Safety, Risk Assessment, Fire Safety, Licensing Laws, Disability and other relevant guidance and legislation
To be fully versed in KYN's food safety management system and that this is always adhered to
To ensure that the relevant team members are trained and maintain the standards that have been set
To ensure that thorough, regular audits are undertaken as per KYN's policies and that any findings and recommendations are implemented and acted upon within agreed timeframes and reported as appropriate
To ensure that there are up to date risk assessments and standard operating procedures for my areas and that members of my team are trained and adhere to what has been set
To understand and respect our residents' privacy and understand that residents' identities and confidentiality must never be exposed to any external sources
To understand the importance of building strong working relationships with key stakeholders with the Hospitality & Procurement Director and Home Manager
To drive engagement, retention and motivation through regular team communications including regular supervision reviews
To effectively delegate to my team in a clear and concise manner
To lead by example, maintain high standards and set out clear expectations for each member of my team
To support, coach, mentor and develop the team to ensure that everyone can reach their full potential
To regularly and fairly review the team's performance and potential identifying the relevant training pathways to develop and retain our talented colleagues and make sure they have the right skills to meet the needs of the home
To build relationships with our residents, their families, and my colleagues
To communicate, liaise, and build relationships with key internal and external stakeholders
To attend all statutory training sessions making certain that practices reflect the learning outcomes of the training
To attend any other training sessions that KYN deem applicable to the role
Adhere to all KYN's policies and procedures

About you:

You will have extensive experience of working as a Hospitality Manager or similar within a 4-5-star establishment
You will have previous experience in people management and a strong knowledge of the various hospitality departments (excluding kitchen)
You will be fully conversant in Allergens, Food Safety and Health and Safety legislation
You will have proven ability to lead, supervise, motivate, and manage a large team of staff
You will have experience of purchasing, ordering and point of sales systems
You will be a professional with a keen eye for detail
You will have an excellent financial understanding and a proven ability to consistently follow processes and controls accurately to contribute to deliver of business KPI's
You will have strong organisational skills, with a good eye for detail and ability to resolve complaints and investigate incidents
You will be an organised person with strong communication and influencing skills, an approachable manner, an eye for detail and the ability to drive standards that not only meet but exceed expectations and elevate the lives of our current/future residents
You will have the ability to work under pressure, flexibly and consistently
You will be a compassionate, empathetic, kind, and caring individual

Our commitment to you: