Deputy/ Hospitality Manager

Gradwell Retirement Village based in South Chailey is on the lookout for a Deputy Manager to lead overall operations.

The role actively manages and deepens relationships with our residents and customers from the wider community, providing an excellent customer experience throughout the village. Managing all aspects of the village operations including leading people, running a business, driving hospitality and ensuring the care and wellbeing of our residents.

What will the Deputy Manager be doing?

Leading People

• Supports village teams to deliver standard work and continuous improvement; builds the confidence and capability of teams to make sound operational decisions and manage their own work standards.
• Develops own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching to deliver business excellence and achieve own personal potential.

Running a business

• Assists the GM in implementing the Asset Business Plan and operational delivery plans for the allocated business areas.  
• Identifies and communicates clearly the actions needed to meet RVG strategy and business plan for the allocated business area
• Sets team operational priorities and targets; analyses performance and motivates people to deliver operational excellence;
• Defines revenue goals and staffing budget and delivers an excellent service and manages costs effectively against these targets.  
• As part of the village leadership team, participates in the development of village operating plans and proposals, contributing creative ideas and insights to support business development. 
• Represents RVG professionally in a range of local forums and helps to deliver effective resident and customer communications, promoting the RVG brand effectively.

Driving Hospitality Excellence

• Provides an excellent customer experience throughout operational delivery, leading by example to manage and deepen Resident and customer relationships.
• Creates an environment where our residents are at the heart of village life, where they feel appreciated, engaged and empowered to live their best lives.
• Identifies and manages a broad range of stakeholders
• Leads the development of Hospitality, Food and Beverage, Events and retail service offering; develops, trains and upholds service standards

Ensuring the Care and Wellbeing of our Residents

• Supports the Wellbeing Team to provide a comprehensive programme of events that engage and excite residents, optimising revenue through external sales and memberships.
• Ensures adequate, effective and qualified emergency response is always available.

What are we looking for in our successful candidate?

• Proven track record in leading multi departmental operations within a similar environment or private members club/ high end hotel
• Confident in leading diverse teams in absence of the General Manager
• Good understand the demographics of our industry and specifics
• Strong multi departmental experience

• Planning and prioritising work to meet commitments aligned to RVG goals and strategy
• Building strong Resident and customer relationships and delivering customer-centric solutions

Desirable:

• Experience in operational project management within hospitality
• Experience in strategy and change management

In return, we offer a competitive salary and a range of excellent benefits, including: Pension Scheme, Enhanced Annual Leave, Enhanced Maternity/Paternity/Adoption, Life Assurance and Annual Birthday Leave plus much more!

Up for the challenge? We would love to hear from you!