Head Of Operations Abbey Road

Reporting to: Managing Director

Professional Reporting Line to
:
Director of
Operations

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

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.

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 function remain under the leadership and accountability of the relevant
clinical leadership structure.

• 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

• 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
• Develop a culture in which
  colleagues anticipate members' preferences and requirements rather than simply
  responding to requests.
• 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.

• Oversee reception, concierge and
  hospitality…