General Manager - Esher

Oversees the operational functions of the properties, as per the organisational 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. 

Provides effective and motivational leadership to all team members. 

Lives the company’s ‘Above & Beyond’ service ethos and embeds the culture holistically across the business.  

Serves as a passionate Loveday advocate.  

Ensures that the intent of the brand is pulled through consistently in the property and impacting the member and family experience.  

Communicates a clear and consistent message regarding the various goals to employees, head of departments, and stakeholders. 

Ensures compliance with all regulatory standards, including CQC requirements, health and safety, and safeguarding protocols. 

Ensures full compliance to the companies operating controls, SOP’s, policies, procedures, and service standards. 

Maintains accurate records and prepares reports for internal and external stakeholders. 

Oversees the clinical lead and the rehab centre manager in the development and implementation of individualized care-, rehab- and lifestyle- plans 

Responds 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 monitors the home’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.  

Works 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. 

Interacts with members, family and other customers on a frequent basis to obtain feedback about their experiences. 

Builds strong relations and frequently communicates with (family) members and POA’s about the members’ wellbeing, events and changes. 

Utilizes 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.  

Finds ways to exceed member expectations; delivers flawless service. 

Regularly entertains key prospects and takes part in client acquisition along with the sales team whenever required. 

Assists in sales tours as and when required with sales prospects. 

Attends the weekly property sales meetings, has an active involvement. and contributes to maximising revenue. 

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. 

Builds rapport with employees by fostering an environment of open communication and spending time with employees within the operation.  

Is available to employees (“open door policy”). 

Celebrates the success of employees and works with the People & Culture Team to maximize employee development, engagement and monitors local labour environment to address issues as needed. 

Maintains responsibility for selection, performance management, engagement, development of their own team. 

Property 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. 

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.

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.  

Has proven 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. 

Serves 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 essential 

Experience in (hotel) openings 

Available to work when needed, including weekends, holidays, and occasional nights. 

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; sets 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.