Operations Manager

Job Title: Operations Manager

Salary: Competitive      

Reporting to: Director of Operations

Direct Reports: Heads of Department

About Loveday

Loveday is the UK’s leading provider of luxury senior living and care. We are proud to combine world-class hospitality with exceptional clinical expertise, creating residences that not only feel like five-star hotels but also deliver truly personalised support. Our residences in Kensington, Belgravia and Abbey Road are designed with elegance, comfort, and dignity at their core. What makes Loveday unique is our commitment to both excellence and innovation. Joining Loveday means becoming part of a dedicated, professional and passionate team who share the same goal, to deliver the very best in care and hospitality for our members and their families.

Role Overview

The Operations Manager role will oversee:

·       The hospitality and service brand standards to five-star quality

·       The Loveday Way

·       All hospitality services, including kitchen operations, covering strategy, approach and execution, member and family experience, and driving the highest standards

·       Ensuring General Managers and Heads of Department achieve and exceed their revenue and member engagement satisfaction targets

Office location: London

Key Responsibilities

·       Provide hands-on management of all aspects of the residences’ day-to-day hospitality and service operations through effective planning, organisation and implementation.

·       Implement innovative plans to boost revenue and guest satisfaction.

·       Set and review company standards in conjunction with the Marketing and Compliance teams to achieve an outstanding CQC rating.

·       Oversee hospitality and kitchen operations

·       Drive the Loveday Way practices and guidelines.

·       Ensure all properties are staffed appropriately across Hospitality, Kitchen and Housekeeping, based on the care hours set per member as required.

·       Plan, direct and manage food and beverage operations within the organisation.

·       Develop and curate bespoke menus in line with members’ dietary requirements, in collaboration with chefs, nutritionists and medical practitioners where required.

·       Uphold and train staff in fine dining protocol and high-end service etiquette, including table settings and VIP guest interactions.

·       Recruit, mentor and lead a world-class service team, fostering professionalism, discretion and continuous improvement.

·       Train teams in fine dining, protocol and high-end hospitality standards.

·       Develop and implement training programmes to ensure all front-of-house, kitchen and hospitality colleagues are expertly trained to deliver exceptional service to members.

·       Ensure menu alignment and consistency of product delivery across all residences and rehabilitation facilities.

·       Bring fresh, creative dining concepts to the table and oversee private events, high-profile functions and dignitary visits, ensuring absolute discretion and precision.

·       Monitor and review product quality and service standards.

·       Coordinate with chefs to create and update menus, ensuring consistency in taste and presentation.

·       Collaborate with Sales and Marketing teams to promote food and beverage services.

·       Develop and control budgets, manage procurement and negotiate with top-tier suppliers to maintain elite quality while optimising costs.

·       Develop and implement strategies to achieve financial and operational goals within the Hospitality department.

·       Anticipate members’ preferences, ensure personalised service and maintain exceptional attention to detail in every aspect of hospitality.

·       Address members’ and families’ complaints and concerns in a timely and complete manner.

·       Maintain strict hygiene, safety and confidentiality standards, ensuring flawless execution at all times.

·       Achieve the highest rating in food standards hygiene.

·       Work closely with the Activities team to drive the Day Club, ensuring the team is proactive, maintains a yearly calendar and produces newsletters in a timely manner to ensure awareness for members.

·       Encourage and promote positive communication at all levels, supporting an optimum culture and understanding of goals and objectives.

·       Uphold and promote Loveday’s values and promises relating to ethics, morality and integrity, as set out in the Employee Handbook.

·       Maintain close oversight of labour management in the Kitchen and Hospitality departments to ensure each residence operates as efficiently as possible, particularly during weekends and holidays.

·       Work with Marketing and Sales to develop and implement strategies to drive revenue growth, increase occupancy rates, build ancillary revenues and improve profitability.

·       Work closely with the General Managers of each residence to ensure hospitality functions operate efficiently, effectively and for the benefit of members.

·       Develop positive relationships with key stakeholders, including the leadership team, board, investors and suppliers.

·       Monitor quality in all residences to ensure adherence to the Loveday Way brand operating system, corporate guidelines, policies and procedures, and local health and safety regulations.

·       Monitor feedback from members, families and senior leaders, taking appropriate action to address any issues or concerns raised.

·       Develop and maintain a strong team culture across all homes in the region.

·       Collaborate with other executives to develop and implement company-wide initiatives and strategies.

·       Hold weekly briefings and communication meetings with the Executive Chef and Hospitality Services Managers to address concerns and implement new strategies.

·       Conduct regular Loveday Way audits to ensure brand standards are maintained in all residences.

·       Work with external contractors to ensure the upkeep of the premises when required.

·       Take full responsibility for building new concepts for the group.

·       Foster a culture of excellence, collaboration and innovation within the organisation.

·       Stay informed about industry trends and innovations.

·       Undertake any reasonable management request.

The above list of job duties is not exclusive or exhaustive. The post holder will be required to undertake such tasks as may reasonably be expected within the requirements of the role.

Operations Manager

Job Title: Operations Manager

Salary: Competitive      

Reporting to: Director of Operations

Direct Reports: Heads of Department

About Loveday

Loveday is the UK’s leading provider of luxury senior living and care. We are proud to combine world-class hospitality with exceptional clinical expertise, creating residences that not only feel like five-star hotels but also deliver truly personalised support. Our residences in Kensington, Belgravia and Abbey Road are designed with elegance, comfort, and dignity at their core. What makes Loveday unique is our commitment to both excellence and innovation. Joining Loveday means becoming part of a dedicated, professional and passionate team who share the same goal, to deliver the very best in care and hospitality for our members and their families.

Role Overview

The Operations Manager role will oversee:

·       The hospitality and service brand standards to five-star quality

·       The Loveday Way

·       All hospitality services, including kitchen operations, covering strategy, approach and execution, member and family experience, and driving the highest standards

·       Ensuring General Managers and Heads of Department achieve and exceed their revenue and member engagement satisfaction targets

Office location: London

Key Responsibilities

·       Provide hands-on management of all aspects of the residences’ day-to-day hospitality and service operations through effective planning, organisation and implementation.

·       Implement innovative plans to boost revenue and guest satisfaction.

·       Set and review company standards in conjunction with the Marketing and Compliance teams to achieve an outstanding CQC rating.

·       Oversee hospitality and kitchen operations

·       Drive the Loveday Way practices and guidelines.

·       Ensure all properties are staffed appropriately across Hospitality, Kitchen and Housekeeping, based on the care hours set per member as required.

·       Plan, direct and manage food and beverage operations within the organisation.

·       Develop and curate bespoke menus in line with members’ dietary requirements, in collaboration with chefs, nutritionists and medical practitioners where required.

·       Uphold and train staff in fine dining protocol and high-end service etiquette, including table settings and VIP guest interactions.

·       Recruit, mentor and lead a world-class service team, fostering professionalism, discretion and continuous improvement.

·       Train teams in fine dining, protocol and high-end hospitality standards.

·       Develop and implement training programmes to ensure all front-of-house, kitchen and hospitality colleagues are expertly trained to deliver exceptional service to members.

·       Ensure menu alignment and consistency of product delivery across all residences and rehabilitation facilities.

·       Bring fresh, creative dining concepts to the table and oversee private events, high-profile functions and dignitary visits, ensuring absolute discretion and precision.

·       Monitor and review product quality and service standards.

·       Coordinate with chefs to create and update menus, ensuring consistency in taste and presentation.

·       Collaborate with Sales and Marketing teams to promote food and beverage services.

·       Develop and control budgets, manage procurement and negotiate with top-tier suppliers to maintain elite quality while optimising costs.

·       Develop and implement strategies to achieve financial and operational goals within the Hospitality department.

·       Anticipate members’ preferences, ensure personalised service and maintain exceptional attention to detail in every aspect of hospitality.

·       Address members’ and families’ complaints and concerns in a timely and complete manner.

·       Maintain strict hygiene, safety and confidentiality standards, ensuring flawless execution at all times.

·       Achieve the highest rating in food standards hygiene.

·       Work closely with the Activities team to drive the Day Club, ensuring the team is proactive, maintains a yearly calendar and produces newsletters in a timely manner to ensure awareness for members.

·       Encourage and promote positive communication at all levels, supporting an optimum culture and understanding of goals and objectives.

·       Uphold and promote Loveday’s values and promises relating to ethics, morality and integrity, as set out in the Employee Handbook.

·       Maintain close oversight of labour management in the Kitchen and Hospitality departments to ensure each residence operates as efficiently as possible, particularly during weekends and holidays.

·       Work with Marketing and Sales to develop and implement strategies to drive revenue growth, increase occupancy rates, build ancillary revenues and improve profitability.

·       Work closely with the General Managers of each residence to ensure hospitality functions operate efficiently, effectively and for the benefit of members.

·       Develop positive relationships with key stakeholders, including the leadership team, board, investors and suppliers.

·       Monitor quality in all residences to ensure adherence to the Loveday Way brand operating system, corporate guidelines, policies and procedures, and local health and safety regulations.

·       Monitor feedback from members, families and senior leaders, taking appropriate action to address any issues or concerns raised.

·       Develop and maintain a strong team culture across all homes in the region.

·       Collaborate with other executives to develop and implement company-wide initiatives and strategies.

·       Hold weekly briefings and communication meetings with the Executive Chef and Hospitality Services Managers to address concerns and implement new strategies.

·       Conduct regular Loveday Way audits to ensure brand standards are maintained in all residences.

·       Work with external contractors to ensure the upkeep of the premises when required.

·       Take full responsibility for building new concepts for the group.

·       Foster a culture of excellence, collaboration and innovation within the organisation.

·       Stay informed about industry trends and innovations.

·       Undertake any reasonable management request.

The above list of job duties is not exclusive or exhaustive. The post holder will be required to undertake such tasks as may reasonably be expected within the requirements of the role.