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The Director of Hospitality Services is responsible for creating and maintaining a welcoming, clean, comfortable and enjoyable living environment for the residents of Sacred Heart Home. 

This position provides leadership and oversight for the integrated hospitality functions of the building, including dining and culinary services, housekeeping, sanitation, resident dining experience and related hospitality services. The Director leads the Care Partner team, whose responsibilities span both dining and housekeeping services, as well as the cooks and other assigned hospitality team members. 

The Director retains primary responsibility for all food service operations, including menu planning, food purchasing and inventory, food preparation and service, therapeutic and special diets, sanitation, regulatory compliance and coordination with the consultant dietitian and Health Services team. 

The Director is expected to be a visible and engaged leader who develops team members, maintains high standards, responds to resident needs and preferences, and promotes a hospitality-focused culture throughout Sacred Heart Home.

Essential Duties and Responsibilities 

• Hospitality Leadership & Resident Experience 
• Provide overall leadership for Hospitality Services, integrating dining, culinary and housekeeping functions into a coordinated resident-centered service model. 
• Establish and maintain expectations for cleanliness, presentation, service, responsiveness and hospitality throughout Sacred Heart Home. 
• Maintain a visible presence in resident dining and living areas and routinely assess the resident experience. 
• Visit newly admitted residents as part of the admission and welcome process and ensure that dining preferences and hospitality needs are appropriately communicated. 
• Seek resident feedback regarding meals, dining services, cleanliness and other hospitality services and respond appropriately to concerns and opportunities for improvement. 
• Participate in Resident Council, Food Committee, department head meetings and other meetings as requested by the Administrator. 
• Support facility events and coordinate hospitality-related needs with other departments. 
• Promote teamwork and shared accountability among Care Partners, cooks and other members of the Sacred Heart Home team. 

Dining & Culinary Services 

• Direct all food service and culinary operations in accordance with applicable federal, state and local requirements and organizational policies. 
• Plan, review, approve and maintain cycle menus, incorporating resident preferences, nutritional requirements, seasonal considerations and operational needs. 
• Ensure food is prepared and served according to approved menus and standardized recipes. 
• Ensure residents receive the appropriate diet, texture, consistency, nourishment and other dietary accommodations according to physician/provider orders and information supplied by Health Services. 
• Maintain current resident diet information and ensure appropriate communication of dietary changes to cooks and Care Partners. 
• Coordinate with the consultant dietitian regarding residents requiring nutritional assessment, intervention or additional assistance. 
• Ensure meals are checked for accuracy, quality, appearance, temperature and compliance with diet orders prior to service. 
• Oversee meal preparation, portioning, distribution and dining service. 
• Monitor the overall dining experience, including timeliness, presentation, customer service and resident satisfaction. 
• Ensure proper food handling, storage, labeling, dating and rotation practices. 
• Procure food, beverages and dining supplies and maintain appropriate inventory levels. 
• Inspect food and supplies upon receipt for quality, quantity, temperature and compliance with purchasing specifications. 
• Maintain emergency food and water supplies in accordance with applicable regulatory and facility requirements. 
• Conduct routine inventory of food, dry goods, paper products and other departmental supplies. 
• Ensure kitchen equipment is appropriately maintained, cleaned and operated safely. 
• Maintain kitchen, food storage, preparation, dishwashing and service areas in a clean and sanitary condition. 
• Monitor dishwashing processes, sanitation procedures and required temperatures and documentation. 
• Maintain required food service records, logs, menus, diet information, invoices and other regulatory documentation. 

Housekeeping & Environmental Hospitality 

• Direct and oversee housekeeping services performed by Care Partners throughout Sacred Heart Home. 
• Establish cleaning routines, schedules and standards for resident rooms, bathrooms, dining areas, common areas, lounges, kitchenettes, hallways and other assigned spaces. 
• Routinely inspect resident and common areas to ensure established cleanliness, sanitation, safety and presentation standards are maintained. 
• Ensure Care Partners have appropriate cleaning products, equipment, PPE and supplies to perform their responsibilities safely and effectively. 
• Ensure cleaning chemicals and hazardous materials are properly stored, labeled and used in accordance with manufacturer recommendations, Safety Data Sheets and facility policies. 
• Monitor infection prevention practices associated with cleaning, sanitation, waste removal and environmental services. 
• Coordinate with Maintenance/Environmental Services regarding equipment repairs, building concerns, pest control and other environmental issues. 
• Identify opportunities to improve the appearance, comfort and overall presentation of resident living and dining spaces. 
• Respond promptly to resident, family and staff concerns related to cleanliness and hospitality services. 

Staff Leadership & Development 

• Recruit, orient, train, supervise, coach and evaluate Care Partners, cooks and other assigned Hospitality Services employees. 
• Develop schedules and assignments that appropriately support dining, housekeeping and resident service needs. 
• Ensure adequate staffing and adjust assignments as necessary to respond to changing resident and operational needs. 
• Clearly communicate performance and service expectations and hold team members accountable for established standards. 
• Provide ongoing education and in-service training related to food safety, sanitation, cleaning practices, resident service, safety and other departmental responsibilities. 
• Promote cross-training and teamwork so Hospitality Services employees can effectively support one another and the residents they serve. 
• Recognize strong performance and provide timely coaching and corrective action when expectations are not met. 
• Participate in employee performance management and disciplinary processes in coordination with Human Resources and the Administrator. 
• Ensure required employee training, competencies and departmental documentation are completed and maintained. 

Regulatory Compliance, Safety & Quality 

• Ensure Hospitality Services operates in compliance with applicable federal, New York State and local requirements. 
• Maintain compliance with HIPAA, Corporate Compliance, Residents’ Rights and organizational policies. 
• Protect resident confidentiality, dignity, preferences and personal property. 
• Maintain required food service, sanitation, cleaning and safety documentation. 
• Conduct routine inspections and audits of kitchen, dining, housekeeping, storage and resident service areas. 
• Ensure appropriate use of PPE and safe handling of cleaning chemicals, kitchen equipment, knives and other potentially hazardous equipment. 
• Monitor workplace safety practices, including slip/fall prevention, proper equipment use and safe lifting and material handling. 
• Identify hazardous conditions and ensure they are corrected or reported promptly. 
• Participate in quality assurance, infection prevention, safety and other facility initiatives as requested. 
• Develop and implement corrective action plans when deficiencies or opportunities for improvement are identified. 
• Remain current regarding regulatory requirements and industry best practices affecting food service, sanitation, housekeeping and senior living hospitality. 

Financial & Administrative Responsibilities 

• Develop and manage the Hospitality Services budget in collaboration with the Administrator and Business Office. 
• Operate Hospitality Services within established budget guidelines while maintaining appropriate standards of quality and resident service. 
• Monitor food, supply, labor and other departmental expenses. 
• Evaluate purchasing opportunities, vendors, products and processes for quality, efficiency and cost effectiveness. 
• Maintain appropriate inventory controls and minimize unnecessary waste. 
• Review departmental operations and recommend improvements in workflow, staffing, equipment and service delivery. 
• Maintain departmental policies, procedures, schedules and records. 
• Perform other duties and responsibilities as assigned by the Administrator that are consistent with the scope and responsibilities of the position.

• Minimum of five years of experience in institutional or regulated food service, senior living, healthcare hospitality or a related field. 
• Supervisory or management experience strongly preferred. 
• ServSafe certification required or obtained within the timeframe established by the organization. 
• Knowledge of food safety, sanitation, infection prevention and applicable regulatory requirements. 
• Demonstrated ability to lead employees performing a variety of dining, culinary and housekeeping responsibilities. 
• Strong organizational, communication, customer service and problem-solving skills. 
• Ability to manage staffing, schedules, supplies, budgets and competing operational priorities. 
• Must demonstrate a compassionate, resident-centered approach and the ability to create a positive hospitality experience. 
• Must be able to perform the essential functions of the position with or without reasonable accommodation. 

The position requires regular walking and standing throughout the facility and frequent presence in kitchens, dining areas, resident living areas and housekeeping work areas. Duties may require bending, reaching, stretching, climbing, pushing, pulling, lifting and carrying supplies or equipment. The Director must be able to safely perform the physical requirements of the position with or without reasonable accommodation.