Hospitality Manager

Hospitality Manager – Permanent

£46,125 per annum, 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.

KYN HURLINGHAM is our second which opened in 2024. It’s a 32-bedroom home offering each resident an elegant and comfortable bedroom, communal areas for dining and reclining. We have a further two care homes in development in London.

We are passionate about our people; we seek out those who have a true vocation for care or hospitality.

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 the 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 the team to deliver these
• To adhere to all the SOP’s that have been set along with the team
• To approach all the duties with enthusiasm and professionalism
• To take pride in both their 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 the 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 the 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 the areas and that members of the 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 the team in a clear and concise manner
• To lead by example, maintain high standards and set out clear expectations for each member of the 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 their 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:

• Competitive salary and benefits
• 33 days annual leave including bank holidays
• Complimentary meals, hot drinks, and snacks throughout your shift
• Bespoke company induction and ongoing training programmes at all levels
• Access to the best-in-class equipment and technology·
• Custom-made uniforms provide
• Annual bonus (discretionary and scheme rules apply)
• Employee assistance programme and other attractive wellbeing benefits
• Discount scheme
• Company contributory pension scheme & life insurance

KYN is an equal opportunities employer.

To be considered for this role you will have to provide proof of right to work in the UK and consent to an enhanced DBS check