Head of Client Hospitality Services

Service Manager
It's fun to work in a company where people truly BELIEVE in what they're doing!
Our intention is to have employees who are passionate about making their personal mission statement come to life each day at work! Be it through providing healing, eradicating loneliness, contributing to efficiencies, streamlining processes, being dependable, sparking creativity or something else, the demonstration of HOW you do your job is just as important as WHAT you do in your job.
Alongside our valued employees, we are making a difference throughout the state of Ohio in the lives of those that need healthcare or those embracing the next chapter of their lives. Sustained members of our team demonstrate accountable behavior and share our values of customer service, innovation, integrity, inclusion, financial stewardship, leadership and care.
The Service Manager assists in organizing and directing all aspects of service and hospitality within the Culinary and Nutritional Services Department in accordance with company standards and federal, state, and local standards, guidelines, and regulations governing the life plan community to ensure that quality nutritional services are provided on a daily basis and that the culinary services are maintained in a clean, safe, and sanitary manner.
Essential Activities and Tasks
This role must perform exempt duties at least 80% of the time. Exempt duties include:

Performing office or non-manual work directly related to the management or general business operations of the Culinary and Nutritional Services Department; and
Primary duties include the exercise of discretion and independent judgment with respect to matters of significance.
Operations Management - 30%

Organizes and directs the Culinary and Nutritional Services Department and its service activities.
Ensures timely and efficient meal service by being available in service areas at meal times.
Supervises and assists in preparation of all products and meals so they are palatable and appetizing in appearance by following planned menus.
Communicates inventory of leftover foods to supervisor for integrating into weekly menu.
Assists in maintaining culinary services and clinical nutritional policies and procedures.
Staffs department and schedules accordingly to meet the necessary requirements for the culinary and nutritional services needs.
Develops methods for determining and assuring quality and quantity of food served.
Assists in maintaining food and supplies inventory by providing an accurate requisition of food and supplies on schedule, stocking areas in a clean and properly arranged manner, and notifying supervisor of shortages.
Ensures that stock levels of staple/non-staple food, supplies, equipment, etc. are maintained at adequate levels at all times through effective ordering and inventory processes.
Ensures delivery of prescribed diet orders to residents through ensuring new patient assessments are completed, reviewing medical records, attending patient care conferences, auditing diet orders, and monitoring food intake.
Assists in maintaining department in a clean and safe manner by participating in cleaning duties, following sanitation schedule, and disposing of food and waste properly for tables, chairs, shelves, walls, and refrigeration equipment.
Coordinates services and activities with other departments (i.e. Nursing, Maintenance, Housekeeping, etc.).
Assists in executing special events and participating in their planning and preparation.
Quality, Compliance, and Risk Management - 20%

Ensures food production of consistently high quality food, always delivering and presenting a quality plate every time.
Maintains an ongoing quality assurance program for the Culinary and Nutritional Services Department, including the overall dining experience.
Ensures that culinary services work areas and equipment are maintained in a clean, sanitary, and safe manner.
Ensures that established quality assurance, infection control, and universal precaution practices are maintained when performing departmental procedures.
Assists with identifying, evaluating, and classifying routine and job related functions to ensure the culinary services tasks involving potential exposure to blood/body fluids are properly identified and recorded.
Maintains the established plan of correction for culinary and nutritional services concerns and/or deficiencies noted during quality assurance and state and city survey inspections.
Maintains the confidentiality of resident care information.
Willingly and consistently shares observations and insights of departmental operations that may improve quality and efficiencies of department.
People Management and Development - 20%

Supervises service staff in the CNS department.
Fosters a positive work environment that attracts, retains, and motivates employees.
Interviews, selects, and orients new direct reports.
Defines, establishes, and promotes performance expectations so direct reports understand and demonstrate excellence through high quality and consistent performance.
Evaluates job performance of direct reports in accordance with the company policy and procedure and provides developmental guidance to staff for improved performance and growth.
Monitors accountability with organization requirements prescribed by the Employee Handbook. Documents and engages employees who are routinely not observing these requirements in an effort to achieve compliance. Works with Human Resources when circumstances arise that necessitate further documentation and intervention.
Participates in the development, planning, scheduling, conducting, and monitoring of in-service training programs, on-the-job training, and orientation programs for departmental staff.
Ensures that there is a reasonable and sufficient plan for staffing should a direct report be absent or a direct reporting position be vacant.
Responds timely and thoughtfully to questions, requests, and work product from departmental staff that has been provided for review and approval.
Customer Relations and Service Management - 15%

Listens and responds to the needs of residents and staff members.
Reviews and responds to complaints and grievances from residents and staff members regarding all areas of responsibility.
Financial/Assets Management, Administration, and Reporting - 15%

Ensures that menus are maintained and filled in accordance with established policies and procedures. Utilizes available menu planning software.
Ensures that necessary equipment and supplies are maintained and operable to perform necessary duties and services.
Works within the parameters of the established budget.
Ensures that dietary care plans/progress notes are informative and descriptive of the services provided and include the residents' response to the services.
Maintains current and accurate records through use of computers and/or other documentation in accordance with company standards and federal, state, and local standards, guidelines, and regulations.
All other duties as assigned.
Qualifications
Education

High school diploma or equivalent required.
Associate degree in culinary, hospitality, nutritional services, or a related field preferred.
Certified Dietary Manager, Certified Food Protection Professional (CDM, CFPP) certification from the Association of Nutrition and Foodservice Professionals (ANFP) preferred.
ServSafe certification required or willing to obtain within a reasonable timeframe.
Experience

Three years experience in food service operations and/or hospitality management required.
Experience in a supervisory capacity in a long-term care facility, hospital, or other related medical facility preferred.
Knowledge of dietary practices/therapy and procedures, as well as federal, state, and local standards, guidelines, and regulations governing the life plan community preferred.
Strong knowledge of service operations with focus on quality, sanitation, cost control, and presentation required.
Knowledge of food and catering trends with focus on quality, production, sanitation, and presentation required.
Financial management and budgetary accounting skills required.
Proficiency with Windows, Microsoft Office (Word, Excel, PowerPoint), and the internet.
Proficiency with Point of Sale (POS) and diet management software.
Other Requirements

~ Must be able to read, write, speak, and understand the English language.

Working Conditions and Special Requirements

Sitting- Up to 4 hours/day
Standing- Up to 8 hours/day
Walking- Up to 6 hours/day
Lifting, transferring, pushing or pulling residents/patients or equipment/supplies- Up to 50 pounds
Driving- Up to 6 hours/day
Travel %