General Manager - Esher

Role Reporting to the Operations Director , the General Manager is  overall responsib le for the leadership and management of operations of the tw o properties , which are the care and the post operative rehab facility .
W ill lead the day-to-day management of the team, members , and business partners .
They s hould be highly active in the local community and seen as an ambassador for Loveday .
Provides strong leadership and strategic planning to all departments in support of the Loveday service culture, (family) member satisfaction , revenue generation and maximisation of profit.
Works very closely with th e regional support team s , contracted service providers , senior leadership team, and other important stakeholders.
Key R esponsibilities:   Operations   Oversee s the operational functions of the propert ies , as per the o rganisational chart.
Holds a daily team briefing, bi-weekly Management Meeting, and monthly meetings with all team members.
Daily coordination with the Care Team and external suppliers for the execution of the smooth running of all activities and functions.
Inspires and develops the team to ensure personal development and career progression within the company.
Provide s effective and motivational leadership to all team members.
Brand Champion   Lives the company's 'Above & Beyond' service ethos and embeds the culture hol istically across the business.
S erves as a passionate Loveday advocate .
E nsures that the intent of the brand is pulled through consistently in the property and impacting the member and family experience .
C omm unicates a clear and consistent message regarding t he various goals to employees, head of departments , and stakeholders .
Care and Service Compliance   Ensure s compliance with all regulatory standards, including CQC requirements, health and safety, and safeguarding protocols .
E nsures full compliance to the companies operating controls, SOP's, policies, procedures, and service standards.
Maintain s accurate records and prepare s reports for internal and external stakeholders.
Oversee s the clinical lead and the rehab centre manager in the development and implementation of individualized care -, rehab- and lifestyle - plans   Respond s to audits to ensure continual improvement is achieved.
Financial  Involvement   Responsible for the preparation, presentation and subsequent achievement of the business annual Operating Budget, Marketing & Sales Plan and Capital Budget.
Implements tactical action plans to meet a revenue or profit optimisation target.
A high level of financial numeracy and keen understanding of P&L statements and the ability to react to any shortfalls with impactful top-line and bottom-line strategies.
Closely monitor s the?h ome 's business intelligence ( revenue summary, pick up reports, forecasts ) , and takes proactive decisions accordingly.
Accountable for the delivery of a monthly financial report for the owners and key stakeholders .
Work s closely with the corporate finance team draws up plans and budget (revenues, costs, etc.)
for the management company.
Accountable for procurement of operating supplies and equipment and contracting with third-party vendors for essential equipment and services up to the agreed delegation of authority and within the guidelines of companywide selected suppliers list .
Customer Relations Management   Interacts with members , family and other customers on a frequent basis to obtain feedback about their experiences .
Builds strong relations and fr equently communicates with ( family ) members and POA's about the members' well being , events and changes .
U tilizes customer feedback to recognize outstanding employee service performance and improve service delivery .
Oversees the service recovery procedure for their property .
Manages customer feedback and personally responds to all written complaints.
F inds ways to exceed member expectations; deliver s flawless service .
Commercial  I nvolvement   Regularly entertains key prospects and takes part in client acquisition along with the sales team whenever required .
Assist s in sales tours as an d when required with sales prospects.
Attends t he weekly property sales meetings , has an a ctive involvement.
and contributes to maximising r evenue .
Employee and Labour Relations   Acts as a final decision maker in hiring Heads of Department and critical staff such as the Hospitality Service Manager, Carers , Chef, Receptionists, and Housekeepers.
Ensures all employees are treated fairly, and with respect .
B uilds rapport with employees by fostering an environment of open communication and spending time with employees within the operation .
I s available to employees ("open door policy") .
C elebrates the success of employees an d works with the People & Culture Team to maximize employee development, engagement and monitor s local labour environment to address issues as needed.
Maintains responsibility for selection , performance management, engagement, development of their own team.
Pr operty and Facilities Management   Oversees the upkeep and general appearance of the home and works closely with the Loveday Head of Facilities on contractors' management and capital expenditure needs.
Responsible for upholding Loveday's ESG framework; safeguarding the quality of operations both (internal & external audits).
Responsible for legalisation, Occupational Health & Safety Act, fire regulations and other legal requirements.
Leads all key property issues, including customer service, technology projects and renovation plans.
Organisational Responsibilities :   Promoting collaborative working relationships and effective communication.
Promoting Loveday's vision, and values in all aspects of work.
Abiding by all policies and procedures .
This list of duties and responsibilities is not exhaustive, and you may be required to undertake other relevant and appropriate duties as reasonably required.
PREREQUISITES:   The ideal candidate is a seasoned and highly intelligent service industry professional with outstanding, management skills and extensive hands-on luxury service experience that includes both Front of House and Food & Beverage positions.
H as p roven business acumen with solid financial and analytical skills (e.g., ability to analyze P&L statements, develop operating budget and forecast)   High commercial understanding   Has demonstrated the ability of building high performance teams.
Must have excellent communication, coaching, mentoring, negotiation and mediation skills; is able to articulate compelling ideas   Demonstrates success in evaluating risks and developing proactive strategies and plans to mitigate business issues in their property .
S erves as a role model by demonstrating exceptional work ethic and service delivery for all employees within the property; champions change; inspires and motivates teams to achieve operational excellence;     Experience as a Hotel General Manager in a large property with extensive service outlets and work experience in the care industry is essentia l   Experience in ( hotel ) openings   Available to work when needed, including weekends, holidays, and occasional nights.
PREFERRED COMPETENCIES, SKILLS AND KNOWLEDGE:   Ability to creatively execute against strategy and drive results;   Broad business view, sharp business acumen with a strong understanding of hospitality   Translates strategic business needs into practical actions ensuring work is completed effectively, solves problems and monitors the progress of work against schedules, budgets; maintains high performance standards   Ability to take constructive action without relying on direction from others   Ability to network and build relationships to grow the business   Ability to manage customer preference, loyalty, and engagement Recognizes, celebrates and rewards individual and collective successes   Exhibits behavioural styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Drive for Results; s ets high standards of performance for self and others; assumes responsibility for work objectives ; initiates , focuses, and monitors the efforts of self-and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required .
EDUCATION:   A bachelor's degree in hotel management or a related field with experience in opening, managing, or re-positioning a hotel or similar facility with a clear track record of revenue outperformance.
Strong written and spoken English and computer skills.
EXPERIENCE:   At least 10 to 15 years' experience in the hospitality industry, must have been a manager in a large hotel with extensive service outlets and international experience would be a bonus .
OTHER CONTRUBUTING FACTORS:   Care industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.
Reward Package ·        Access to our Employee Assistance Programme ·        Health Care Cash Plan/Private Health insurance ·        Company pension plan ·        Access to Perkbox our discounts platform ·        Opportunities for Training & Development ·        Discretionary bonus ·        Employee Recognition ·        Scope for progression and promotion within the company as we grow from one Care Home to the development and subsequent opening of four new homes in London.
Eligibility In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application.
Documented evidence of eligibility will be required from candidates as part of the recruitment process.
Loveday & Co is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.