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 dining, room service, and events.
• Monitor member feedback, menu quality, dining participation, and service standards.
• Ensure food costs, purchasing, waste, and labour are effectively controlled within budget and without compromising quality.
• Ensure all food safety, allergen, hygiene, and regulatory requirements are consistently maintained.
• Activity and staffing levels are appropriately managed against occupancy and budget.

Maintenance, Facilities and Environment

• Oversee maintenance and facilities management to ensure the residence is safe, compliant, and maintained to an exceptional standard.
• Ensure planned preventative maintenance programmes are robust and completed within required timescales.
• Maintain oversight of statutory testing, servicing, contractor management, and maintenance records.
• Ensure defects affecting member experience are identified and resolved quickly.
• Work closely with relevant colleagues on fire safety, emergency preparedness, business continuity, health and safety, and environmental compliance.

People and Leadership

• Ensure Loveday ethos and values are always demonstrated by the Head of Operations and wider team.
• Lead, coach, and develop Heads of Department, setting clear expectations for leadership and performance.
• Ensure departments recruit and retain colleagues who demonstrate both technical competence and a genuine luxury service mindset.
• Develop succession plans and identify future departmental leaders.
• Support Heads of Department with performance management, absence, conduct, and capability issues in conjunction with HR.
• Champion colleague engagement and create a culture of professionalism, collaboration, and pride.
• Ensure departmental training is completed and that colleagues remain competent in both their functional responsibilities and wider care-environment requirements.

Quality, Compliance & Risk

• Ensure all non-clinical functions operate in accordance with organisational policies, regulatory requirements, and relevant legislation.
• Work collaboratively with key stakeholders and the clinical team to support CQC compliance and organizational standards.
• Maintain clear operational audit programmes covering areas including food safety, housekeeping, maintenance, health and safety, fire safety, and environmental standards.
• Support investigations, complaints, and incidents where operational or hospitality functions are involved.
• Recognise that while the role is non-clinical, every operational function contributes to members' safety, wellbeing, dignity, and quality of life.

Commercial & Financial Performance

• Take responsibility for departmental payroll, expenditure, and controllable operating costs across the functions reporting to this role.
• Ensure staffing structures and rotas reflect occupancy and operational requirements.
• Monitor agency and overtime usage and challenge unnecessary expenditure.
• Manage departmental purchasing, stock control, and supplier performance.
• Identify opportunities to improve productivity and efficiency while protecting member experience and quality.
• Support revenue-generating opportunities including private dining, events, guest services, and other relevant services where appropriate.
• Work collaboratively with sales and leadership teams to ensure the residence presents exceptionally for prospective members and families.

Experience & Attributes

The successful candidate will ideally have significant senior operational leadership experience within luxury hospitality, five-star hotels, private members' clubs, premium senior living, or another high-touch service environment.

They will demonstrate:

• 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 and safety.
• 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 operational efficiency.
• An understanding of regulated environments, ideally including health 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 through consistency, personalisation, and attention to detail - and will ensure that every non-clinical aspect of the residence is to world class standard.