JOB SUMMARY:
Reporting to the General Manager as a member of the site Leadership team, the Hospitality Services Manager is accountable for all aspects of the day-to-day operations of Food, Housekeeping and Laundry services and for ensuring these services are delivered safely, effectively, and in alignment with organizational quality, risk, and safety frameworks, in accordance with established regulations, legislation, and corporate standards.
JOB RESPONSIBILITIES:
Activity A: Leadership/Administration (30% of time)
Participates in the development of and ensures compliance with Corporate and site-specific standard operating policies, procedures and other operational foundations required in the provision of Food Services, housekeeping and laundry services.
Participates in the development of operational plans and goals for the hospitality department consistent with the organization’s mission and strategic plan.
Performs and/or delegates ordering, receiving and related procurement tasks ensuring compliant application of procedures and policies.
Establishes and maintains inventory supply levels utilizing methods that minimize spoilage, loss, and waste.
Ensures discharge cleans, routine cleans, and deep-clean schedules are established, monitored, and documents.
Leads hospitality staff in the delivery of high-quality customer service, including responsive communication with residents, families, and staff on all hospitality related matters.
Contributes to site leadership decision-making and supports an integrated, interdisciplinary approach to service delivery, quality improvement, and resident experience.
Coordinates regular department meetings and participates in site-based meetings such as Core Leadership, JHSC, budget reviews and others as required.
Works with other departments in the planning & delivery of special events/meals and programs as required.
Activity B: Quality, Safety & Care Excellence (35% of time)
Ensures hospitality services meet all applicable provincial legislation, Alberta Health standards, and Accreditation Canada requirements, including ongoing survey readiness, participation in accreditation activities, and implementation of required action plans resulting from audits, inspections, or surveys.
Identifies gaps, risks, and opportunities for improvement through multiple feedback and monitoring mechanisms (e.g., food committee, resident/family council, compliments and concerns, engagement surveys) and leads quality improvement initiatives to address identified needs.
Achieves departmental performance targets related to resident satisfaction, food quality, cleanliness, safety, and budget adherence.
In collaboration with the SE Health Dietician, plan and deliver robust and nutritious seasonal menus based on resident/family input, ensuring compliance with Canada’s Food Guidelines and all other relevant legislation.
Develops and/or adjusts standardized recipes to ensure consistent high quality production outcomes including quality, nutritional & texture requirements, quantity, portion sizes, and resident satisfaction.
Lead initiatives to improve resident and family satisfaction, respond to complaints and feedback, and promote person-centered care delivery.
Conducts regular audits, inspections, and monitoring activities to evaluate compliance, quality, and safety of hospitality services, and follows up on findings to support continuous improvement.
Ensures accommodation of therapeutic, texture-modified, cultural, spiritual, and allergy-related dietary needs in collaboration with clinical teams.
Ensures diet changes are implemented accurately and in a timely manner to support resident safety and dignity.
Maintain up-to-date knowledge of developments and changes in best practices and legislation related to all aspects of food safety, nutritional guidelines, and infection prevention and control.
Oversees housekeeping and laundry operations to ensure cleanliness, infection control, linen management, and environmental safety standards are consistently met.
Participates in site emergency preparedness and business continuity planning related to hospitality services (e.g., food service disruptions, utility outages, staffing shortages)
Activity C: Workforce Strategy (15% of time)
Models a values-based, people-centered leadership approach that fosters accountability, engagement, professional growth, and respectful workplace culture.
Responsible for hiring, onboarding and retention of departmental employees.
In collaboration with the site Educator, ensures all department employees remain up to date on required certification as outlined in their job descriptions (i.e.- Food Safe certification, WHMIS, etc.)
Ensures all staff are properly trained in the safe use and operation of department specific equipment upon hire.
Review master schedule to ensure alignment of budgeted hours.
Develop and implement annual 1:1/performance review plans and schedules with direct reports.
Ensure adherence to collective agreement(s).
Activity D: Financial Management & Budgeting (15% of time)
Develops and maintains of annual departmental operating budgets.
Monitors and explains variances.
Identifies efficiencies without compromising resident experience.
Demonstrates responsible stewardship of resources to support sustainable, high-quality resident services.
Ensures that all financial records are properly maintained and in compliance with the approved operational budget for the Home.
Maintains food and supply costs within approved budget parameters.
Activity E: Partnership and Community Relations (5% of time)
Maintain collaborative partnership with Alberta Health, Assisted Living Alberta, community vendors, etc.
Participate in resident and family council meetings, providing departmental updates to residents and families
QUALIFICATIONS:
Degree in Hospitality Management, Business, or related field preferred but not required.
Food Safe Level 1 mandatory; Level 2 asset.
A minimum of three years of Hospitality management experience, including direct experience managing staff.
Current Pro Serve certificate required.
Financial acumen and a talent for balancing creativity with operational efficiency.
Experience working in publicly funded or regulated care environments will be considered an asset.
Experience working in a unionized environment will be considered an asset.
Knowledge of texture-modified diets and therapeutic menus considered an asset.
All successful applicants must pass the vulnerable sector Criminal Record Check applicable to Provincial guidelines.
High standards for customer service, food safety, physical space/environmental cleanliness.
Solid understanding of infection control protocol.
Demonstrated effective planning, time management and organizational skills.
Ability to operate related kitchen, housekeeping & laundry equipment.
Excellent written and oral English skills.
Solid working knowledge of related office equipment and Windows based software including Word, Excel, and Outlook.
Ability to handle multiple tasks at one time.
Ability to establish harmonious relationships with staff, residents, families, volunteers and visitors of the facility.
About SE Health
SE Health is a not-for-profit social enterprise advancing health with heart. With 115+ years of impact, we bring hope, happiness and exceptional care to people and communities across Canada. We lead with empathy, dignity and purpose while building a future where everyone can realize their full health and well-being potential. We’re also an inclusive, supportive workplace offering competitive compensation, strong benefits and real opportunities to grow. We’re All In Together.
COVID-19: To protect the health of our clients, teams, and communities, all SE Health employees must be fully vaccinated (two doses, 14+ days since the final dose).
Accessibility: If you require accommodations due to illness or disability, please contact Talent Acquisition at careers@sehc.com.