Assistant Manager

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• Assistant Manager

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Assistant Manager

Job Description

The Assistant Manager will support the Services Director and wider management team in delivering an exceptional owner and resident experience and ensuring the smooth, safe and efficient operation of the village across designated manager shifts.

The role will have particular responsibility for owner and resident experience, hospitality operations, housekeeping, food & beverage, financial control, service standards, health and safety, and operational delivery.

The Assistant Manager will be a visible and approachable member of the management team, providing leadership and support to staff, responding to owner and resident requests and concerns, and ensuring effective communication between departments.

Key Responsibilities

Owner and resident experience

• Act as a visible and approachable management presence within the village.
• Build positive and professional relationships with owner and residents, families, visitors and colleagues.
• Ensure owner and residents receive a consistently welcoming, personalised and responsive service.
• Develop an understanding of individual owner and residents' preferences, expectations and needs.
• Respond promptly and professionally to owner and resident queries, concerns and complaints.
• Resolve issues wherever possible and escalate appropriately when required.
• Monitor owner and resident satisfaction and identify opportunities to improve the overall owner and resident experience.
• Maintain regular contact with owner and residents to understand their views and identify emerging concerns.
• Support owner and resident events, activities and social occasions, ensuring they are well organised and delivered to a high standard.
• Ensure new owner and residents receive a warm welcome and positive introduction to the village and its services.
• Communicate effectively with owner and residents regarding operational matters, planned works, changes and service interruptions.
• Work closely with all departments to ensure a joined-up owner and resident experience.
• Follow up on complaints and requests to ensure appropriate action has been taken and owner and residents are kept informed.
• Promote a culture where excellent owner and resident experience is everyone's responsibility.

Housekeeping & food & beverage operations

• Provide day-to-day management and oversight of housekeeping and food & beverage operations during allocated manager shifts.
• Ensure apartments, communal areas, reception, corridors, library, restaurants and other facilities are maintained to consistently high standards.
• Ensure dining and hospitality services are delivered efficiently, professionally and in accordance with agreed service standards.
• Assist the Food & Beverage Manager with the quality, presentation and consistency of food and beverage service.
• Ensure owner and resident dining requirements, preferences and requests are communicated effectively to the relevant teams.
• Carry out regular inspections and spot checks of cleanliness, presentation, dining areas and service delivery.
• Ensure cleaning schedules and planned housekeeping tasks are completed effectively.
• Ensure owner and resident housekeeping and hospitality requests are recorded, communicated and followed through to completion.
• Work with the relevant department managers to ensure appropriate staffing levels, rotas and resources are available.
• Support teams in prioritising workloads and responding to urgent owner and resident requirements.
• Monitor stock levels, consumables, linen, cleaning products and food & beverage supplies and report shortages or ordering requirements.
• Support effective stock control, storage, rotation and waste management.
• Ensure food safety, hygiene, allergen and relevant operational procedures are followed.
• Ensure cleaning equipment, chemicals and other operational equipment are used correctly and safely.
• Work closely with Maintenance to ensure defects, damage or repairs identified by Housekeeping or food & beverage are reported and followed up.
• Support the preparation of apartments and communal areas for new owner and residents, events and special occasions.
• Address service failures promptly and ensure appropriate recovery is provided to owner and residents.
• Coach and support team members to maintain high standards of service, cleanliness and presentation.
• Work with department managers to identify opportunities to improve efficiency, owner and resident satisfaction and operational performance.

Service Standards

• Champion and consistently demonstrate the village's service standards and values.
• Ensure every owner and resident interaction is professional, warm, respectful and personalised.
• Monitor service delivery across all owner and resident-facing areas and identify opportunities for improvement.
• Conduct regular service and presentation checks.
• Ensure staff understand expected standards of appearance, communication, behaviour and customer service.
• Lead by example in delivering exceptional hospitality and owner and resident care.
• Ensure agreed standards are consistently applied across different shifts and departments.
• Monitor response times to owner and resident requests and ensure commitments made to owner and residents are followed through.
• Ensure complaints and service issues are handled promptly, professionally and with appropriate ownership.
• Implement effective service recovery where expe