Head of Operations Loveday Abbey Road in London

The Head of Operations is a senior leadership role responsible for the operational delivery, standards and performance of all non-clinical functions across the residence. The role brings together the disciplines of a five-star hotel with the operational responsibilities and standards required within Loveday.

The Head of Operations will ensure that every aspect of the member experience - from the presentation of the residence and quality of dining to housekeeping, lifestyle, maintenance and hospitality - is delivered consistently, efficiently and to an exceptional world-class standard. This role will oversee the complete member and family experience outside of direct clinical care, including arrival and welcome, concierge and reception, dining, housekeeping, lifestyle and events, maintenance, environmental standards and the overall presentation and atmosphere of the residence.

Key Responsibilities:

• Operational Leadership: Provide leadership, direction and accountability to all non-clinical Heads of Department. Establish clear operating standards, departmental objectives, KPIs and accountability across each function. Lead daily operational meetings and ensure effective communication and coordination between departments. Maintain a highly visible presence throughout the residence, regularly inspecting member areas, back-of-house operations and service delivery. Identify operational issues quickly and ensure appropriate corrective action is taken.
• 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.
• Hospitality & Front of House: Oversee reception, concierge and hospitality services, ensuring an exceptional welcome for members, families, professionals and guests.
• 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.
• Maintenance, Facilities and Environment: Oversee maintenance and facilities management to ensure the residence is safe, compliant and maintained to an exceptional standard.
• 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.
• Quality, Compliance & Risk: Ensure all non-clinical functions operate in accordance with organisational policies, regulatory requirements and relevant legislation.
• Commercial & Financial Performance: Take responsibility for departmental payroll, expenditure and controllable operating costs across the functions reporting to this role.

The Head of Operations should operate as the custodian of the member experience and operational standards within the residence. They should be equally comfortable inspecting the presentation of a member suite, reviewing food costs with the Chef, challenging a maintenance programme, reviewing housekeeping productivity, discussing an individual member's lifestyle preferences or welcoming an important family or professional visitor.

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.
• 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.