Hospitality Lead

The Hospitality Lead is a field based, practical support role   Reporting to the Head of Hospitality, the postholder will work directly with homes to strengthen the overall resident hospitality experience across dinning, food and beverage, housekeeping, laundry, reception and the presentation of the home environment.   This is a visible and hands-on role focused on coaching, supporting and guiding home teams to deliver welcoming, personalised and consistently high standards of hospitality. The postholder will undertake supportive visits, observe the resident and visitor experience, provide clear feedback, help homes address areas for improvement and share good practice across the portfolio. Working closely with Home Managers, hospitality colleagues, chefs, housekeeping teams, operational colleagues and the Head of Hospitality, the role will help ensure every resident experiences warm service, enjoyable dining and a clean, comfortable and homely environment.    

Duties and Responsibilities

Practical Home Support

• 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.

Dining and Food 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.

Housekeeping and Home Presentation

• 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.

HC-One offers professional residential, nursing and specialist dementia care for older people. We aim to be the first choice care home in each community for Residents and Colleagues; we will achieve this mission through providing the kindest possible care to Residents in over 149 care homes across the United Kingdom.

We are very proud of our outstanding team at HC-One. They are caring, warm-hearted and professional people who have a clear understanding of our Residents individual needs, choices and wishes.

We are passionate about ensuring that our current and future Colleagues can be their true selves, and that our workforce represents the communities we serve. We prioritise inclusive working practices and invite applicants from all backgrounds into our HC-One family.