The Manager, Support Services may manage the operations of the housekeeping, dining and maintenance staff depending on operational need. The Manager, Support Services will promote a safe environment and quality service to achieve maximum resident satisfaction, protection of assets and minimal expenses.

Job Duties Specific To This Position:

• Plans, organizes, coordinates, implements, evaluates, and manages the Maintenance Department along with its programs, services and activities. Develops and maintains written departmental policies and procedures, assisting staff, residents, visitors, government agencies, etc., in their understanding and fulfillment.
• Consistently provides an enjoyable dining experience and ambience for residents and guests through exceptional service.
• Manages and inspects the cleaning of all resident living spaces and common areas, ensures compliance with all health and sanitation standards and regulations to achieve a high level of cleanliness and resident satisfaction,
• Monitors facility conditions for compliance to building codes and DOH regulations. Takes appropriate actions to correct conditions.
• Establishes and maintains Maintenance Department procedures that support the operational functions of the community.
• Ensures that all codes, regulations, policies and procedures are understood and enforced as they pertain to food service.
• Supervises the housekeeping staff, providing open communication, training, coaching and counseling, and performance feedback to ensure maximum efficiently.
• Collaborates with other departments to ensure positive outcomes in all areas of housekeeping.
• Ensures rooms are prepared for new occupancy to the highest standards in a timely manner.
• Responds to requests and concerns of residents appropriately. Brings matters to satisfactory resolution by exceeding customer service expectations.
• Ensures all staff understand and comply with policies and procedures.
• Monitors and maintains survey-ready facilities.
• Monitors resident environment for safety, cleanliness and comfort. Reports all concerns promptly to manager.
• Follows established policies for cleaning and safety. Ensures proper products are used correctly.
• Ensures common area flooring is clean, sanitary, and safe, and also ensures that proper cleaning products are used.
• Manages and supervises assigned personnel, including performance management, scheduling, and orientation. With the Director and Human Resources guidance, makes or approves recommendations on employee hires, transfers, promotions, salary changes, disciplinary actions, terminations and similar actions. In conjunction with HR, resolves grievances and other personnel problems in a fair, timely and consistent manner.
• Assigns employees according to their skill and training levels.
• Provides input for annual budget projections as required.
• Monitors departmental budget lines. Initiates remedial action as appropriate.
• Ensures adequate maintenance/housekeeping and/or laundry supplies are maintained in inventory. Maintains accurate records of purchase orders and receipts.
• Monitors use and maintenance of Loretto equipment to ensure maximum life.
• May monitor and manage payroll budget, addressing issues appropriately.

Job Duties as a Manager

• As a Manager, this position is responsible for the ongoing operations and routine decision making within the function, department or site. Emphasis is on executing strategy and tactics. May provide input on strategic matters.
• Interprets and applies organization policy, ensuring all activities are in compliance.
• Delegates, organizes and coordinates the daily operations of departments within the function, department or site.
• Promotes and role models a culture of service excellence and customer service within their functional area.
• Creates, promotes and maintains collaborative relationships and partnerships with peers throughout the organization.
• Promotes and encourages teamwork among employees and supervisors, and between departments. Communicates ideas and goals clearly and is an effective listener. Ensures that information is effectively communicated and shared throughout the department and organization.
• Provides and encourages effective coaching. Promotes a positive environment of constructive feedback.
• Uses effective communication skills such as active listening, unbiased and nonjudgmental language, and an open communication style.
• Uses critical thinking and effective communication skills during conflict resolution, problem solving, decision making, coaching and other complex dialogues
• Keeps current in his/her area of specialization and in emerging and best practices.
• Fosters process improvements for greater operating efficiency and resident/customer service. Ensures optimal workflow and adequate resources.
• Actively leads or participates in meetings, teams and task forces as requested.
• Ensures adequate skills, training and development among staff.
• Manages and supervises assigned personnel, including performance management, scheduling, and orientation. With the Director and Human Resources guidance, makes or approves recommendations on employee hires, transfers, promotions, salary changes, disciplinary actions, terminations and similar actions. In conjunction with HR, resolves grievances and other personnel problems in a fair, timely and consistent manner.
• May have input to or recommendations for operating budgets.

Job Expectations for All Employees:

• Promotes and role models the mission, values, vision and strategic goals of Loretto in all interactions with staff, peers, residents, family members, vendors and visitors. Treats people with dignity, professionalism and kindness.
• Demonstrates excellent internal and external customer service skills such as friendly greeting, making eye contact, listening attentively, responding in a timely manner, showing respect and empathy and acting as a role model for staff and peers.
• Demonstrates excellent work attendance, reliability and work ethics.
• Attends and actively participates in required meetings and training sessions.
• Complies with established policies, procedures, and codes of conduct at all times.
• Adheres to all health and safety requirements, regulations, policies and procedures.
• Practices and teaches safety awareness. Identifies and reports or corrects any possible safety or environmental issues.
• Understands all HIPAA and other compliance & regulatory requirements associated with their role, including completion of required internal or external training/certifications.
• Performs a variety of related duties as assigned.

• High School Diploma or equivalent required.
• Minimum 5 years’ management experience in related function, preferably in a union environment.
• Customer service focus.
• Highly organized and detail oriented.
• Strong interpersonal and communication skills.
• Able to lead, guide and motivate others.
• Computer competency in Microsoft Office Suite or equivalent.

An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

Physical Requirements

Walking/standing 75%

Sitting 5%

Lifting 10%

Stair climbing 10%