Head Of Operations Abbey Road

Reporting to: Managing Director

Professional Reporting Line to: Director ofOperations

Direct Reports: HeadChef, Housekeeping, Hospitality Supervisor, Lifestyle Partner and MaintenanceTechnician

Role Purpose

The Head ofOperations is a senior leadership role responsible for the operationaldelivery, standards and performance of all non-clinical functions across theresidence.

The rolebrings together the disciplines of a five-star hotel with the operationalresponsibilities and standards required within Loveday.

The Head ofOperations will ensure that every aspect of the member experience – from thepresentation of the residence and quality of dining to housekeeping, lifestyle,maintenance and hospitality – is delivered consistently, efficiently and to anexceptional world-class standard.

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

The Head ofOperations will have overall responsibility for the performance and day-to-dayleadership of the non-clinical operation, ensuring departments workcollectively rather than as individual functions.

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

The role willensure that operational standards reflect those expected within the finesthotels and private members’ clubs, while recognising the additional regulatory,safeguarding, health and safety and operational responsibilities of a care homeenvironment.

Clinical andcare function remain under the leadership and accountability of the relevantclinical leadership structure.

Key Responsibilities

Operational Leadership

• Provide leadership, direction andaccountability to all non-clinical Heads of Department.
• Establish clear operatingstandards, departmental objectives, KPIs and accountability across eachfunction.
• Lead daily operational meetingsand ensure effective communication and coordination between departments.
• Maintain a highly visible presencethroughout the residence, regularly inspecting member areas, back-of-houseoperations and service delivery.
• Identify operational issuesquickly and ensure appropriate corrective action is taken.
• Ensure departmental rotas,resources and working practices are aligned to occupancy, member requirementsand business needs.
• Create a culture of ownership inwhich Heads of Department are accountable for the performance, presentation andfinancial management of their areas.
• Ensure complaints are managedwithin the complaints policy framework and work to resolve to reduce/removenegative brand impact
• Ensure a 5* rating on Doctify anda minimum of 9.5 on Carehome.co.uk

Five-Star Member Experience

• Take ownership of the non-clinicalmember journey and ensure an exceptional, highly personalised experience isdelivered consistently.
• Ensure service standards reflectluxury hospitality and are aligned with our brand positioning and reputationfor the best in class
• Develop a culture in whichcolleagues anticipate members’ preferences and requirements rather than simplyresponding to requests.
• Ensure individual memberpreferences are understood, recorded and communicated effectively betweendepartments.
• Oversee VIP arrangements, familyvisits, events, celebrations and other significant member experiences.
• Work closely with clinicalcolleagues to ensure hospitality and operational services complement eachmember’s individual care requirements.

Hospitality & Front of House

• Oversee reception, concierge andhospitality services, ensuring an exceptional welcome for members, families,professionals and guests.
• Ensure front-of-house colleaguesdemonstrate outstanding presentation, communication, discretion and service.
• Establish and maintain servicestandards for guest management, telephone handling, member requests, diningreservations, transport and concierge arrangements.
• Ensure the arrivalexperience for new members and respite or recovery guests is seamless and highlypersonalised.

Dining Experience and BeverageExperience

• Provide operational oversight of the kitchen and food and beveragefunctions.
• Work with the Executive Chef and Head Chef to ensure outstandingfood quality, presentation, choice and service.
• Ensure the dining experience reflects luxury hospitality standardsacross our restaurant, private dining, room service and events.
• Monitor member feedback, menu quality, dining participation andservice standards.
• Ensure food costs, purchasing, waste and labour are effectivelycontrolled within budget and without compromising quality.
• Ensure all food safety, allergen, hygiene and regulatoryrequirements are consistently maintained.

Housekeeping & Laundry

• Ensure suites, communal spaces andback-of-house areas are maintained to exceptional standards of cleanliness andpresentation.
• Implement robust room inspectionand quality assurance processes.
• Ensure housekeeping standards areappropriate to a luxury residential environment, with meticulous attention todetail.
• Oversee laundry and linenstandards, stock management and supplier performance.
• Ensure departmental productivityand staffing levels are appropriately managed against occupancy and budget

Lifestyle & Programming

• Oversee the development anddelivery of an exceptional lifestyle and engagement programme.
• Ensure activities are personalised,meaningful and appropriate to members’ interests, abilities and aspirations.
• Move beyond a traditionalcare-home activities model towards a programme comparable with a luxury privatemembers’ club, incorporating culture, wellbeing, dining, entertainment,education and social experiences.
• Work with the sales team to furtherengage the prospective member pipeline creating a calendar of meaningfulactivities to advance towards a decision.
• Ensure lifestyle colleaguesunderstand individual members and actively encourage participation withoutcreating an institutional or overly programmed environment.
• Develop external partnerships andexperiences that enrich the member proposition.
• Develop a volunteer programme to achievegreater community connections

Maintenance, Facilities andEnvironment

• Oversee maintenance and facilitiesmanagement to ensure the residence is safe, compliant and maintained to anexceptional standard.
• Ensure planned preventativemaintenance programmes are robust and completed within required timescales.
• Maintain oversight of statutorytesting, servicing, contractor management and maintenance records.
• Ensure defects affecting memberexperience are identified and resolved quickly.
• Maintain exceptional standards ofpresentation throughout the building, including bedrooms, communal areas,external areas and back-of-house spaces.
• Work closely with relevantcolleagues on fire safety, emergency preparedness, business continuity, healthand safety and environmental compliance.

People and Leadership

• Lead, coach and develop Heads ofDepartment, setting clear expectations for leadership and performance.
• Ensure departments recruit andretain colleagues who demonstrate both technical competence and a genuineluxury service mindset.
• Develop succession plans andidentify future departmental leaders.
• Support Heads of Department withperformance management, absence, conduct and capability issues in conjunctionwith HR.
• Champion colleague engagement andcreate a culture of professionalism, collaboration and pride.
• Ensure departmental training iscompleted and that colleagues remain competent in both their functionalresponsibilities and wider care-environment requirements.

Quality, Compliance & Risk

• Ensure all non-clinical functionsoperate in accordance with organisational policies, regulatory requirements andrelevant legislation.
• Work collaboratively with keystakeholders and the clinical team to support CQV compliance and organizationalstandards
• Maintain clear operational auditprogrammes covering areas including food safety, housekeeping, maintenance,health and safety, fire safety and environmental standards.
• Take ownership of identifiedoperational actions and ensure they are closed within agreed timescales.
• Support investigations, complaintsand incidents where operational or hospitality functions are involved.
• Recognise that while the role isnon-clinical, every operational function contributes to members’ safety,wellbeing, dignity and quality of life.

Commercial & FinancialPerformance

• Take responsibility fordepartmental payroll, expenditure and controllable operating costs across thefunctions reporting to this role
• Ensure staffing structures androtas reflect occupancy and operational requirements.
• Monitor agency and overtime usageand challenge unnecessary expenditure.
• Manage departmental purchasing,stock control and supplier performance.
• Identify opportunities to improveproductivity and efficiency while protecting member experience and quality.
• Support revenue-generatingopportunities including private dining, events, guest services and otherrelevant services where appropriate.
• Work collaboratively with salesand leadership teams to ensure the residence presents exceptionally forprospective members and families.
• They should be equally comfortable inspecting the presentation ofa member suite, reviewing food costs with the Chef, challenging a maintenanceprogramme, reviewing housekeeping productivity, discussing an individualmember’s lifestyle preferences or welcoming an important family or professionalvisitor.
• This is not a traditional facilities or care-home operations role.It requires an individual who combines the service mentality and attention todetail of five-star hospitality with the discipline, accountability andunderstanding required to operate within a highly regulated care environment.

Experience & Atributes

• The successful candidate will ideally have significant senioroperational leadership experience within luxury hospitality, five-star hotels,private members’ clubs, premium senior living or another high-touch serviceenvironment.
• Exceptional operational leadership and attention to detail
• Experience managing multiple Heads of Department
• Strong knowledge of luxury hospitality and service standards
• Commercial and financial acumen
• Experience managing payroll, budgets and departmental costs
• Strong understanding of facilities, maintenance and health andsafety
• Experience of food and beverage operations
• Excellent people leadership and coaching capability
• Confidence managing demanding and discerning customers
• Strong problem-solving and decision-making skills
• The ability to balance exceptional service with operationalefficiency
• An understanding of regulated environments, ideally includinghealth or social care
• High personal standards, discretion and professionalism
• A visible, hands-on and highly accountable leadership style
• Above all,the Head of Operations will understand that luxury is created throughconsistency, personalisation and attention to detail – and will ensure thatevery non-clinical aspect of the residence is to world class standard

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