General Manager

Reports to: Director of Operations

Residence: Loveday Belgravia

About Loveday

Loveday is the UK’s leading provider of luxury senior living and care. We are proud to combine world-class hospitality with exceptional clinical expertise, creating residences that not only feel like five-star hotels but also deliver truly personalised support. Our residences in Kensington, Belgravia, Abbey Road and Esher are designed with elegance, comfort and dignity at their core. Every detail has been carefully considered to ensure our members enjoy outstanding dining, bespoke lifestyle experiences and the highest standards of care, whether they are living with us permanently, staying for recovery or respite, or joining as Day Club members. What makes Loveday unique is our commitment to both excellence and innovation. We continually invest in our people, our environments and our services to set a new benchmark in luxury senior living. Joining Loveday means becoming part of a dedicated, professional and passionate team who share the same goal, to deliver the very best in care and hospitality for our members and their families.

What Loveday offers:

• Competitive Salary
• Refer a friend cash bonus - £1000
• Annual bonus (tied to successful completion of KPIs)
• Accredited training
• Medical cash plan
• Perkbox
• Annual Travel Loan
• 33 days of holiday allowance
• Opportunities for Training & Development
• Employee Wellbeing Support
• Access to our Employee Assistance Programme

Main Responsibilities:

• Register with the Care Quality Commission.
• Motivating, supporting, inspiring and empowering all team members in the residence to deliver outcomes and operate in alignment with the Loveday mission and behaviours of “Above and Beyond”.
• Managing the recruitment and training of the team; ensuring training targets are met and team are competent in their roles.
• Ensuring all Loveday Brand standards are followed and adhered to.
• Managing rotas and ensure correct team member levels and skill mix within the residence on a continual basis.
• Leading all heads of departments to ensure they meet the standards and aim to become ‘Outstanding’ in all aspects of the CQC framework.
• Managing the clinical supervision/Job chats, appraisal and performance management of the team, supporting them to achieve their potential.
• Ensuring all aspects of compliance and standards, both internal and external are upheld to the highest standards.
• Ensuring legislative and mandatory requirements e.g. food safety, health and safety are upheld to the highest standards.
• Communicating effectively with members, relatives and external stakeholders to enable the delivery of relationship centred care.
• Ensuring all regulatory and statutory requirements are met and company policies and procedures are adhered to.
• Ensuring any requirements from internal and external audits are actioned within the timescales required.
• Ensure all our members receive the highest standards of care and service which meets their needs, legislative requirements and company standards.
• Ensure accurate record keeping in relation to the care and service delivery, in particular maintaining an agreed plan of care.
• Take responsibility for the health and safety of the environment by having a sound working knowledge of safe working practices.
• Ensure all staff are aware of their responsibilities under health and safety legislation, ensuring compliance with the legislative framework and current policies and procedures.
• Ensure the environment is homely, kept clean and well maintained by making certain any defects in the fabric and furnishings and any shortfall in equipment or services are attended to.
• Improve understanding of what customers, particularly members, want, ensuring continuous improvement through effective management and processes e.g. auditing.
• Managing financial budgets to ensure revenue and income targets are met.
• Developing and presenting an annual business plan for the residence.
• Achieve agreed financial targets by improving income and effectively managing costs.
• Proactively market the residence and company to improve occupancy and fees by using marketing information, promoting unique selling points and developing an action plan.
• Secure a first-rate reputation with local referrers and influencers by maintaining excellent relationships.
• Collaborate with the Relationship and Sales team.
• Actively participate in sales tours, commercial meetings and client/relation events.
• Adhere to specified financial controls and supervise administration of financial processes within the residence.
• Lead and manage staff to ensure a quality service which continuously improves.
• Ensure effective communication both internally and externally using both formal and informal systems.
• Be responsible for recruitment, selection, induction, and retention of staff in accordance with legislation and company policy and keep accurate and timely records to evidence compliance.
• Manage performance of staff to meet member’s needs, business needs and statutory requirements; taking action to ensure any identified shortfalls in performance are addressed, with support from HR where required.
• Identify training needs through the appraisal system.
• Be responsible for the health and safety of self, other staff, residents and visitors under the Health and Safety regulations. Report any hazards or potential hazards to the person in charge or take other appropriate action.

The duties and responsibilities listed above are not exhaustive. As the business grows and our needs evolve, we may add or modify responsibilities for this position.

What Loveday is looking for:

Skills & Knowledge:

• Strong motivational leadership and management skills
• Ability to develop meaningful relationships with all people connected to the residence
• An open approach to receiving feedback
• Professional Demeanour – Exhibits behavioural styles that convey confidence
• Strong business acumen
• Excellent written, non-verbal and verbal communication skills
• Knowledge of finance/budgets and producing business plans
• Strong knowledge of and competence in Microsoft Office applications and Windows based operating environments – Excel, Word, PowerPoint, Outlook, Explorer

Qualifications:

• Registered Managers Award / ILM 5 in Management or equivalent
• RMN qualified (Desirable)
• Dementia care qualification (desirable)

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.

Working variable hours (on a rota basis) to suit business needs, including evenings and weekends. The ideal candidate will be punctual, hardworking and quick to learn, with a high attention to detail. Excellent communication skills and an outgoing personality and a positive work ethic is ideal for this role as well as good physical stamina & mobility.