Head of Operations Abbey Road

Description

Job Title:
Head of Operations ( Loveday Abbey Road)

Professional Reporting Line to:
Director of Operations/MD

Direct Reports: Head Chef, Housekeeping, Hospitality Supervisor, Lifestyle Partner and Maintenance Technician

Role Purpose

The Head of Operations is a senior leadership role responsible for the operational delivery, standards and performance of all non-clinical functions across the residence.

The role brings together the disciplines of a five-star hotel with the operational responsibilities and standards required within Loveday.

The Head of Operations will ensure that every aspect of the member experience - from the presentation of the residence and quality of dining to housekeeping, lifestyle, maintenance and hospitality - is delivered consistently, efficiently and to an exceptional world-class standard.

The Head of Operations will provide visible leadership to the Heads of Department and create a culture in which exceptional hospitality, attention to detail, commercial awareness and operational discipline are embedded throughout the residence.

This role will also work in partnership with subject experts being the Executive Chef and Director of Property.

The Head of Operations will have overall responsibility for the performance and day-to-day leadership of the non-clinical operation, ensuring departments work collectively rather than as individual functions.

This role will oversee the complete member and family experience outside of direct clinical care, including arrival and welcome, concierge and reception, dining, housekeeping, lifestyle and events, maintenance, environmental standards and the overall presentation and atmosphere of the residence.

The role will ensure that operational standards reflect those expected within the finest hotels and private members' clubs, while recognising the additional regulatory, safeguarding, health and safety and operational responsibilities of a care home environment.

Clinical and care functions remain under the leadership and accountability of the relevant clinical leadership structure.

Key Responsibilities

Operational Leadership

Provide leadership, direction and accountability to all non-clinical Heads of Department.

Establish clear operating standards, departmental objectives, KPIs and accountability across each function.

Lead daily operational meetings and ensure effective communication and coordination between departments.

Maintain a highly visible presence throughout the residence, regularly inspecting member areas, back-of-house operations and service delivery.

Identify operational issues quickly and ensure appropriate corrective action is taken.

Ensure departmental rotas, resources and working practices are aligned to occupancy, member requirements and business needs.

Create a culture of ownership in which Heads of Department are accountable for the performance, presentation and financial management of their areas.

Ensure complaints are managed within the complaints policy framework and work to resolve to reduce/remove negative brand impact

Ensure a 5
* rating on Doctify and a minimum of 9.5 on

Five-Star Member Experience

Take ownership of the non-clinical member journey and ensure an exceptional, highly personalised experience is delivered consistently.

Ensure service standards reflect luxury hospitality and are aligned with our brand positioning and reputation for the best in class

Ensure individual member preferences are understood, recorded and communicated effectively between departments.

Oversee VIP arrangements, family visits, events, celebrations and other significant member experiences.

Work closely with clinical colleagues to ensure hospitality and operational services complement each member's individual care requirements.

Hospitality & Front of House

Oversee reception, concierge and hospitality services, ensuring an exceptional welcome for members, families, professionals and guests.

Ensure front-of-house colleagues demonstrate outstanding presentation, communication, discretion and service.

Establish and maintain service standards for guest management, telephone handling, member requests, dining reservations, transport and concierge arrangements.

Dining Experience and Beverage Experience

Provide operational oversight of the kitchen and food and beverage functions.

Work with the Executive Chef and Head Chef to ensure outstanding food quality, presentation, choice and service.

Ensure the dining experience reflects luxury hospitality standards across our restaurant, private…