Hospitality Services Manager

Overview:
We are seeking a dynamic Hospitality Services Manager (HSM) on a 6-month contract (with a possibility of extension) to oversee the daily operations of our hospitality services at Red Oak Villa. The Hospitality Services Manager is the driving force behind a team-focused approach to service excellence, adept at balancing resident satisfaction with business objectives. With a keen eye for detail and a passion for creating a welcoming atmosphere, the Hospitality Services Manager will oversee a wide array of operational aspects within the Food Services and Environmental Services departments, from staff management to financial oversight, all while upholding the highest standards of the hospitality industry in our retirement community. This role is pivotal in shaping the reputation of our establishment, as the HSM will embody the essence of hospitality by anticipating needs and exceeding expectations.

The Hospitality Services Manager will be responsible for coordinating daily hospitality activities and operations within the Food Services and Environmental Services departments, inclusive of hiring qualified personnel, coordinating operations, supervising staff, handling resident complaints, enforcing company policy and procedures, ensuring efficient management of supplies and expenses, and adhering to a high level of customer service and resident / tenant satisfaction.

**Qualifications**:

- Graduate of:
i. An accredited Food Service Supervision/Nutrition Management, Food & Beverage Management program, or

ii. Bachelor’s degree in hospitality management or related field, or

iii. Red Seal Journeymen Papers.
- Minimum of 5 years’ experience working in hospitality management, particularly in similar establishments (ie. Retirement living or Long-Term Care).
- Experience in quantity food preparation and menu creations an asset.
- Experience in budget management and administration.
- Familiar with Microsoft Office and on-line ordering processes.
- Willing to actively pursue personal and professional development.
- Working knowledge of Hazardous Analysis Critical Control Point (HACCAP), Sanitation Code, Workplace Hazardous Material Information System (WHMIS), Occupational Health and Safety, and the Employment Standards Act, 2000.
- Sanitation Certificate & Food Handlers Certificate.
- Familiar with standards set out in the Retirement Homes Act, 2010 (RHA) and the function of the Retirement Homes Regulatory Authority (RHRA).
- Submission of proof of a negative 1-step Mantoux TB test (within six months of hire) and proof of a 2-step Mantoux TB test (Note: if the 2-step Mantoux TB test is within six months of hire, the 1-step test is not required). Where Mantoux tests are positive, submission of a negative chest x-ray is required.
- Police Record Check with Vulnerable Sector Screening (PRCVSS), completed no later than six (6) months before your date of hire, which is acceptable to the employer.
- Bilingualism (English/French) is considered an asset.
- Free from communicable diseases.

**Knowledge, Skills & Abilities**:

- A customer-centric mindset with a commitment to delivering outstanding customer service and a passion for creating memorable resident experiences.
- Strong leadership and organizational skills to manage a diverse team and ensure smooth operations.
- Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with guests, staff, and vendors.
- Excellent managerial skills with the proven ability to lead and motivate a team.
- Ability to clearly direct and supervise others using written and verbal communication skills.
- Ability to multitask, prioritize and work under pressure in a fast-paced environment.
- Ability to resolve conflict in a calm and professional manner.
- Ability to work independently with mínimal supervision.
- Ability to assess situations to determine importance, urgency, and risks, and make clear and timely decisions in the best interests of the retirement community.
- Ability to anticipate, understand, and respond to the needs of others in a way that exceeds expectations.
- Strong problem-solving abilities and decision-making skills.
- Excellent organizational and interpersonal skills.
- Demonstrated initiative, good judgment and time-management.
- Demonstrated understanding of sustainability practices in the hospitality industry.
- Knowledge of hospitality industry trends, best practices, and regulations in the retirement sector in Ontario.
- Knowledge of therapeutic diets and current nutritional standards relating to an older adult population.
- Knowledge of standard hospitality practices and procedures.

**Responsibilities**:

- Overview_
- Planning, organizing, and managing the daily operations of the hospitality staff (housekeepers, dietary aides & cooks) to ensure efficiency.
- Supervising staff members and communicating the importance of customer satisfaction.
- Checking the quantity and quality of supplies