Hospitality Lead

About This Role

Working directly with homes to strengthen the overall resident hospitality experience is the core of this field-based, practical support role. The postholder will focus on coaching, supporting, and guiding home teams to deliver welcoming, personalised, and consistently high standards of hospitality across dining, food and beverage, housekeeping, laundry, reception, and the presentation of the home environment. This is a visible and hands-on role, reporting to the Head of Hospitality.

Responsibilities

• Carry out planned and responsive visits to homes to review and support the complete hospitality experience, including welcome and reception, dining, catering, housekeeping, laundry, and the presentation of communal areas
• Work alongside Home Managers and hospitality teams to observe day-to-day service from the perspective of residents, relatives, and visitors, recognising strengths and agreeing practical improvements
• Provide hands-on coaching and guidance that helps colleagues deliver warm, responsive, and personalised hospitality consistently
• Support homes to prepare for internal reviews, quality visits, and external inspections by helping teams understand expectations and demonstrate a positive resident experience
• Support homes to deliver meals that are nutritious, appealing, well presented, and aligned with residents' assessed needs, preferences, and choices
• Observe meal preparation, presentation, and service, providing practical feedback to improve the dining experience for residents
• Support catering teams to follow agreed processes for allergens, special diets, modified texture diets, thickened fluids, and IDDSI requirements
• Help homes gather and respond to resident and relative feedback about food, menus, and dining experience
• Support homes to maintain clean, fresh, comfortable, and homely environments that promote dignity, wellbeing, and pride in the home
• Review domestic standards during visits, including communal areas, bedrooms, bathrooms, kitchens, laundry areas, and storage spaces
• Provide practical guidance on cleaning schedules, use of colour-coded equipment, safe use of cleaning products, laundry processes, waste management, and infection prevention and control in the domestic environment
• Escalate concerns where poor standards, equipment issues, or environmental risks may affect resident safety, comfort, or dignity

Benefits

• Access to a huge variety of benefits

About the Company

HC-One offers professional residential, nursing, and specialist dementia care for older people. They aim to be the first choice care home in each community for Residents and Colleagues, achieving this mission by providing the kindest possible care to Residents in over 149 care homes across the United Kingdom. HC-One is proud of its outstanding team, who are caring, warm-hearted, and professional people with a clear understanding of Residents' individual needs, choices, and wishes. The company is passionate about ensuring that current and future Colleagues can be their true selves and that the workforce represents the communities they serve, prioritising inclusive working practices and inviting applicants from all backgrounds into the HC-One family.