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Executive Director, Care And Hotel Services

Brooker Consulting - Melbourne, VIC

Health, Medical & Pharmaceutical
Source: uWorkin

Source: uWorkin


Executive Director, Care and Hotel Services

Leading, purpose-driven aged care service provider

09th April, 2021

This long established organisation has a proud history of quality care across multiple sites in Victoria. As a result of a strategic review, this broad-based new role has been established as a key member of the leadership team.

Reporting to an experienced and widely respected CEO, you will lead a well qualified group of facility managers , taking responsibility for care services , as well as hotel operations .

You are a well credentialed leader and manager in health, human services, aged care or hospitality with exceptional motivational and influencing abilities plus a sound grasp of person-centred care and all aspects of governance.


Position title: Executive Director Care and Hotel Services
Position type: Permanent Full time
Responsible to: CEO
Direct reports:

  • General Manager Residential Care Metro & East Region
  • General Manager Residential Care Metro & Western Region
  • Manager of Care income and Support
  • Manager Hotel Services
Indirect Reports: Facility Managers and their teams
Working relationships: This position works collaboratively with the executive, management and staff in the identification and delivery of resident and consumer care needs.

This position is a Common Law Contract, with hours to be worked Monday to Friday. Some after-hours work will be required to attend Board meetings and/or urgent business if required.

This position is instrumental in the success of the organisation achieving its strategic goals. This role is responsible for the professional leadership and management of Care and Hotel Services. The incumbent will be assessing , planning , implementing and evaluating management and leadership strategies that result in the delivery of quality care and services that enriches the lives of the people within residential care programs. The key priorities of this position include, but not limited to:

o Ensuring excellence in Aged Care at all times across care and hotel service offerings by actively leading and overseeing the delivery of services and leadership of staff within all Facilities
o Ensuring all services being delivered align with the Relationship Model of Care
o Responsible to ensure that all Facilities operate in accordance with operating principles, budgets and aged care standards by:
▪ Maximising income by ensuring all care is captured
▪ Monitoring expenses to ensure both effectiveness and efficiency
▪ Ensuring staffing levels are effective, efficient and within budget
▪ Ensuring care is of best practice, monitored and evaluated
▪ Ensuring services meet occupancy targets and staffing levels are adjusted accordingly
▪ Ensuring all complaints are captured and closed within one month of receipt

Position Description: Executive Director Care & Hotel Services

o Working at achieving and maintaining Accreditations and Food Safety Standards across all Facilities o Developing, monitoring and adjusting expenses to ensure all services meet budget and decisions are kept within the organisation’s Delegations of Authority document.
o Developing, implementing and evaluating policies and procedures that meet staff and consumer needs, are aligned with the strategic directions of the organisation and are legislative compliant.
o Ensuring there is effective clinical, food and managerial systems that support safe nursing/care practice, food practices and responding to resident, consumer, family and community expectations within available resources
o Managing effectively any new initiatives to support the Relationship Model of Care
o Maintaining full occupancy and maximising the Aged Care Funding Instrument for increased revenue


Decision Making Authority: In accordance with Delegation of Authority limits as guided by budget, policy and procedure.

Freedom to Act: The position operates with a high degree of autonomy in accordance with clearly established policies and procedures.


  • A relevant tertiary qualification in health, hospitality and / or finance
  • Post Graduate Business Management qualifications highly desirable
  • Demonstrated experience in leading a large complex organisation and in meeting current and future strategic and operational requirements.
  • Satisfactory National Criminal History Record check prior to commencement of employment and every 3 years
  • Demonstrated capacity to function at a strategic and operational level within a complex service and people based environment.
  • Demonstrated high level analytical thinking that can be translated into practice.
  • Demonstrated experience in leading, nurturing and building a successful team and the ability to motivate, delegate and achieve strategic, operational, service, learnings and development and change management outcomes.
  • Demonstrated and high level written, verbal and interpersonal communication skills with the ability to exercise sound judgement, outstanding influencing, negotiating, problem solving and advocacy skills, including the ability to write analytical business reports.
  • An ability to identify opportunities and / or issues then to implement effective project plans in response to issues in a collaborative, efficient manner.
  • Strong computer and report writing skills
  • Ability to develop and implement systems and processes that comply with the Aged Care Quality Standards. • Ability to redesign services to meet consumer expectations and budgets that are safe and of best practice. • Understanding of, and commitment to, a customer focused service.
  • Relevant industry experience, minimum of 5 years in a senior management role
  • Aged care experience desirable but not mandatory
  • Experience in managing a budget and meeting KPI’s
  • Demonstrated HR experience including, staff management, employee relations, financial, public relations and change management.
  • Demonstrated working knowledge of the aged care sector and what is best practice in aged care. • Demonstrated experience in leading, monitoring and driving budgets in a complex setting. excellent working knowledge of the Aged Care Accreditation Standards and the Resident Classification Scale (ACFI)
  • A working understanding of clinical governance, including risk management.
  • Extensive knowledge of the Aged Care Accreditation Standards, OH&S legislations and other Acts as they pertain to all aspects of operating a Commonwealth funded aged care program
  • Key Result Areas - Values:
    • Ensure that the values of the organisation are incorporated into daily practices in relation to all your activities which are:
    • Commitment to customers
    • Standards and viability
    • Innovation and learning
    • Team spirit
    • Adopt processes and behaviours which are best practice in fulfilling the organisation's Shared
    Vision, One Mission and Core Values and which underpin the Relationship Model of Care.
Standard Measures:
  • Demonstrated behaviour reflects values in everything that you do
  • Positive role model and advocate an inclusive workplace culture in line with values.
  • You treat all with respect, care and dignity and ensure that every consumer is offered choice and is encouraged to exercise their independence
  • That you assist consumers to live a secure, dignified and rewarding life
  • All staff are treated with respect, courtesy and with integrity
  • Key Result Areas - Governance:
  • Adopt processes and behaviours which are best practice when making decisions, where staff participation and inclusiveness is nurtured, where staff feel safe and where there is transparency in
    dealings with others that supports the Vision, One Mission and Core Values.
Standard Measures:
  • Follows and abides by organisational policies, delegation of authority, procedures, practices and processes to ensure compliances are adhered to, both regulatory and organisational
  • Key Result Areas - Organisational Leadership:
  • Ensure leadership qualities of Accountability, Integrity, Respect, Vision, Empowerment and Engagement are always upheld through all work activities.
Standard Measures:
  • Demonstrated collaborative leadership style
  • Key performance indicators
  • All change is completed in a planned and consultative manner
  • Team feel empowered.
  • Key Result Areas - Quality of Care:
  • Collaborate with the management team to achieve a customer focused service
    • Be responsible for the efficient and effective functioning of the residential care services
    • Provide advanced nursing and clinical care advice to management and staff
    • Facilitate nursing staff participation in appropriate research activities
    • Promote an educational environment and support research activities that will enhance the quality of care
    • Actively identifies and improves the quality of the care delivered to residents/consumers and staff
Standard Measures:
  • All decisions and actions are based on the philosophy of quality care to residents and consumers
  • Strategies achieve and appropriately qualified and experienced nursing/care workforce
  • Management and staff feel supported
  • Staff are appropriately trained, and new knowledge is implemented into the workplace
  • Research leads to the introduction of best practice
  • Key Result Areas - Strategic Planning:
  • Develop strategic plans for Care Services
  • Work in collaboration with the Board of directors regarding contemporary provision and management of care services
  • Provide expert advice on workforce planning, educational activities, legislative and compliance obligations
  • Participate in the planning, development, implementation and evaluation of the organisation's philosophy, objectives and policies
  • Plan, coordinate and direct major projects
  • Promote and monitor quality improvement activities and ensure compliance with Accreditation and Aged Care Outcome Standards
Standard Measures:
The strategies, policies and initiatives will:
  • assist the organisation in meeting the strategic goals
  • provide effective care outcomes
  • drive innovation
  • maximises resource efficiencies, and • meet compliance and legislative obligations
  • Key Result Areas - Effective Stakeholder management:
  • Effectively communicate and liaise with staff, residents, members of the public, stakeholders, contractors and government agencies. Present professional opinion in a variety of different forums on assigned projects, including formal Board and external meetings as required and public meetings. These may involve highly emotive situations requiring conflict resolution.
  • Respond to enquiries and ensure that all information provided is researched, correct, factual, timely, customer focused and in accordance with relevant guidelines, legislation and standards.
Standard Measures:
  • Demonstrates a collaborative leadership style.
  • All papers are thoroughly researched, factual and timely.
  • All responses are provided to enquiries in a timely manner.
  • Key Result Areas - Team Leadership:
  • Provide strategic and clinical leadership
  • Accept responsibility for resident services, staff, financial and operational performance
  • Lead and influence changes towards agreed objectives and outcomes
  • Develop and maintain relationships with key stakeholders
  • Promote positive culture through concepts of; • Choose your attitude
  • Be there for all
  • Make their day
  • Have fun
Standard Measures:
  • Demonstrates a collaborative leadership style
  • Key Performance Indicators are met
  • Program meets budget
  • All change is completed in consultation with key staff
  • Key stakeholder involvement
  • Managers are supported and feel empowered
  • Key Result Areas - Budget responsibility:
  • Actively monitor budget to ensure ongoing viability across care and hotel services
  • Collaborate with the funding team in the continuous monitoring of current Aged Care Funding Instrument assessments to ensure the accuracy of claims
  • Strategies, processes and systems are implemented to maximise revenue and minimise costs, without impacting on the quality of care.
Standard Measures:
  • Funding revenue is maximised
  • Budgetary key performance indicators are achieved
  • The program meets budget
  • Key Result Areas - Communication:
  • Promote and actively demonstrate open, honest and effective communication with excellent listening and verbal and nonverbal skills.
  • Written communication is at a level appropriate for the role.
  • Promotes the organisation in a positive manner at all times.
Standard Measures:
  • Staff and managers are engaged and feel listened to.
  • Operational, strategic and board reports are accurate and timely.
  • Appropriate behaviour is always role modelled
  • Key Result Areas - Quality:
  • The program has a comprehensive quality improvement program in place
  • The Program has a comprehensive audit process in place
  • The program adheres and complies to all accreditation and legislative requirements
Standard Measures:
  • Program passes Accreditation
  • Program complies with all legislative requirements
  • All Quality KPI’s are met
  • Key Result Areas - Best Practice:
  • Lead and maintain professional knowledge of contemporary aged care trends and clinical practice.
  • Participate in and lead relevant committees
  • Lead and maintain professional knowledge of contemporary hotel and food service practices
  • Maintain own professional development
Standard Measures:
  • Demonstrate contemporary clinical nursing, aged care and hotel service competencies
  • Committees are focused and outcome driven
  • Implement new knowledge into the workplace where appropriate
  • Key Result Areas - OH&S Compliance:
  • Ensure that risks are identified and managed in a timely manner.
  • Ensure regulatory compliance.
  • Timely and appropriate identification and escalation of OH&S and business risks.
  • All work is undertaken in a safe manner which complies with OH&S legislation
Standard Measures:
  • Use personal protective equipment.
  • Comply with risk management policies, procedures and instruction.
  • Risk assessments are completed and escalated in a timely manner.
  • 100% Regulatory compliance.
  • Key Result Areas - Meets the needs of the organisation:
  • Undertake any other tasks commensurate with the classification of this position
Personal Competencies (required, know and do)
  • Consultative leadership style that promotes change, team participation and involvement.
  • Ability to work independently and as a team member.
  • Good budgeting skills.
  • Ability to build rapport, negotiate and maintain effective relations with key stakeholders and balance multiple demands.
  • Demonstrated understanding of the links between the values, vision and mission of the organisation and aged care.
  • Capacity and flexibility to cope effectively with a diverse and demanding work agenda.
  • Capacity to reflect on personal practice and understand organisational dynamics.
  • Ability to travel locally, regionally and, at times, interstate.
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Melbourne, VIC

Health, Medical & Pharmaceutical


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