Hospitality Supervisor

Retirement Villages Group; West Malling; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Professional development

Supportive leadership

Purpose-led culture

Job summary

The Willowbury in West Malling is seeking a Hospitality Supervisor to lead our village's food, beverage and guest experiences. You will oversee service standards, champion resident-centred hospitality and help develop the hospitality team to deliver consistently excellent care and engagement.

Join Retirement Villages Group to shape menus, drive safe operations and grow commercial performance in a warm, purpose-led culture with strong development opportunities and flexible shifts.

Qualifications

• Experience leading hospitality teams and delivering service standards.
• Strong planning, organisation and prioritisation.
• Ability to manage resident expectations and feedback.
• Knowledge of safety, hygiene and compliance practices.

Responsibilities

• Supervise food, beverage and hospitality services and maintain standards.
• Plan rotas and staffing to meet wage budgets.
• Coach and develop team with ongoing training.
• Handle resident enquiries and complaints professionally.
• Drive safety and hygiene across operations.
• Use systems to track and optimize performance.

Skills

Leadership

Planning

Collaboration

Calm under pressure

Continuous improvement

Financial awareness

Customer experience

Stakeholder management

Job description

Are you passionate about delivering exceptional hospitality and creating memorable experiences? Do you lead by example and inspire teams to deliver outstanding service? If so, this is a fantastic opportunity to join us here at Retirement Villages as a Hospitality Supervisor, playing a key role in shaping the food, beverage and guest experience at our brand new village - The Willowbury, based in West Malling.

As a Hospitality Supervisor, you’ll ensure our residents receive a warm, welcoming and consistently excellent service across all food, beverage and guest areas. You’ll champion high standards, support the development of the hospitality team, and help us create an environment where residents feel appreciated, engaged and empowered to live well for longer.

You will oversee the day-to-day operation of our village’s hospitality services, drive continuous improvement, support commercial performance, and deliver a safe, hygienic and resident‑centric experience. This is a full time role working 5 days over 7 - flexibility will be required as some shifts will be to cover evenings and weekends.

What You’ll Do…

Deliver Exceptional Hospitality

• Supervise and evaluate food, beverage and wider hospitality services.
• Champion service standards and support your team to deliver excellence.
• Identify opportunities to enhance service, develop new procedures and communicate changes effectively.
• Maintain a safe, hygienic working environment with strong cleaning and compliance practices.
• Support the village to deliver RVG’s food and beverage strategy, ensuring every resident interaction reflects our mission.
• Manage resident enquiries and complaints professionally, using feedback to continuously improve.
• Build positive relationships with residents, helping make the village a warm, engaging place to live.

Lead and Develop Your Team

• Plan rotas and staffing levels to meet wage budgets.
• Set clear performance expectations and hold team members accountable.
• Evaluate skills, identify development needs and support ongoing training.
• Create an inclusive team culture where everyone feels valued and able to be themselves.
• Promote and uphold a safety‑first approach across all hospitality operations.
• Stay up to date with industry trends, best practice and competitor insights.

Drive Revenue and Operational Success

• Provide valuable feedback to culinary and management teams to shape appealing, commercially successful menus.
• Engage colleagues in new initiatives and help quantify business benefits.
• Use systems and technology to track and optimise food and beverage performance.

What We’re Looking For

• A natural leader who holds themselves and others to high standards.
• Strong planning, organisation and prioritisation skills.
• A collaborative mindset and the ability to build great relationships.
• Ability to stay calm and deliver results in a fast‑paced environment.
• Understanding of effective processes, continuous improvement and operational efficiency.
• Financial awareness with the ability to interpret key indicators and support business decisions.
• Commitment to resident‑centric service and excellent customer experience.
• Ability to balance multiple stakeholder needs effectively.

Why Join RVG?

• A rewarding role with real impact on residents’ daily lives.
• Supportive leadership and plenty of opportunities for professional development.
• A welcoming, purpose‑led culture built on our values.
• The chance to shape hospitality standards in a growing, innovative organisation.