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Hospitality Manager

Gippsland Southern Health Service - Leongatha, VIC

Voluntary, Charity & Social Work
Source: uWorkin


Full Job Description
V2 - Jun 2021

“Excellence - Every Person, Every Time”


Position Title Hospitality Manager

Division Nursing Unit Hospitality

Campus Leongatha

Classification HS5

Victorian Public Health Sector (Health Professionals, Health and Allied
Services, Manager & Administrative Officers) Enterprise Agreement 2016-

Reports To Director of Nursing - Leongatha

Position Approved By Director of Nursing - Leongatha

Position Outline:
The position of Hospitality Manager is an essential part of Gippsland Southern Health Service’s operations,
responsible for leading a team of Hotel and Domestic Services’ staff providing support services throughout Gippsland
Southern Health Service including the management of food, linen and waste.

Hospitality staff work across three main sites, Leongatha, Korumburra and Hillside, with cleaning services being
provided to the Integrated Primary Care Centre, Monash buildings and GSHS rental accommodation.

This objective is achieved by adhering to the following core principles:
  • Maintaining high quality standards throughout GSHS facilities.
  • Respecting the rights of clients in cooperation with carers and staff.
  • Ensuring professional conduct in accordance with GSHS policies and procedures.
  • Ensuring practice is conducted in a way that supports the Occupational Health and Safety principles of GSHS.
Divisional Context:
The Nursing Division at GSHS is a dynamic team of nurses, personal care attendants, hotel and domestic workers,
administrative staff, managers and a variety of key medical practitioners who provide a broad range of acute and
nursing-based services to the South Gippsland Shire, including:

  • Inpatient care • Residential Aged Care
  • Specialist Nursing Services • Clinical Support Services
  • Theatre • Hospitality Services
  • Infection Control • Staff Education and Development
V2 - Jun 2021

Health Service Context:
GSHS is a major provider of healthcare in the South Gippsland Shire. GSHS offers a broad range of services that meet
the needs of a diverse and sparsely populated area with many small rural communities. With two main acute facilities
based at Leongatha and Korumburra, GSHS offers a broad range of specialist, general, acute, subacute, ambulatory,
residential aged care and community services.

Although GSHS is made up of a number of sites, they all operate as part of the one organisation and therefore the
service profile is informed by the geographical nature of the diverse communities as well as the strategic imperatives
of the Department of Health & Human Services.

Vision, Mission and Values:
The Values are detailed in GSHS’ Employee Charter and form part of your terms and conditions of Employment as
does the Code of Conduct for Victorian Public Sector Employees. GSHS expects all employees to behave in
accordance with these requirements at all times whilst employed by the organisation.

Vision Mission

Excellence in Healthcare Building a Healthier Community Together

Gippsland Southern Health Service - Values and Behaviours

Value Above the Line Behaviour Below the Line Behaviour

Excellence • Continuous Improvement

  • Evidence Based Practise
  • Consistency of Practice
  • Innovative Practice
  • High Standards
  • Unwilling to Improve
  • Lack of Innovation
  • Non-Adherence
  • Inconsistency
  • Acceptance
Individuality • Be Tolerant

  • Acknowledge Rights
  • Personalise
  • Support Individuals
  • Practice Self Care
  • Lack of Respect
  • Discriminating
  • Being Inconsiderate
  • Being Judgemental
  • Being Dismissive
Collaboration • Value Teamwork

  • Involve Others
  • Actively Listen
  • Ask and Offer Solutions
  • Support Decisions and Change
  • Poor Communication
  • Criticising Others
  • Being Negative
  • Not Open
  • Withholding Information
Accountability • Take Responsibility

  • Set Clear Expectations
  • Manage Performance
  • Results Focused
  • Ethically Bound
  • Blaming Others
  • Unethical Behaviour
  • Underperforming
  • Unreliable
  • Shirking Responsibility
Respect • Respect People

  • Respect Privacy
  • Respect Property
  • Respect Views
  • Be courteous
  • Being Rude
  • Being Negative
  • Being Disrespectful
  • Being unhelpful
  • Disrespecting Property
Empowerment • Take Initiative

  • Actively Participate
  • Ask Questions
  • Clarify Expectations
  • Empower Others
  • Authoritarian
  • Discrimination
  • Blaming Others
  • Not Sharing
  • Stifling Development
V2 - Jun 2021

Key Responsibilities

Service Delivery

  • Manage the GSHS Hospitality function, ensuring Food Safety and Cleaning Standards are maintained at all times.
  • In Aged Care, acknowledge that the work environment is also often the resident’s home, and acts accordingly
and respectfully at all times.

  • Ensure efficient and effective staff rostering; close supervision to ensure standards are met on a daily basis and
that all new staff are properly orientated to their role.

  • Organise special function catering as required from time to time.
  • Ensure close liaison with the Meals on Wheels coordinators regarding the needs of their services.
  • Proactive management of audit results and opportunities for improvement.
  • Ensure appropriately skilled staff to meet the dietary needs of patients, residents and clients; liaise with
dieticians over menu planning, ensuring these are planned and implemented on the approved multi-week
cyclical basis.

  • Ensure that all documentation is accurate and completed in a professional and timely manner.
  • Coordinate and participate in the procedures and documentation required to meet the Food Safety Program

  • Provide guidance and support to all catering staff with regard to Food Safety, presentation & service provision to

  • Demonstrated, sound working knowledge of current Hotel Services’ procedures and practices and be able to
initiate, manage and implement changes in these areas for the future.

  • Ensure adequate relief staff are available for periods of annual leave and sick leave.
  • Ensure that all documentation (such as orders and records) are kept fully up-to-date at all times.
  • Ensure that all deliveries of provisions are properly checked and stocked controlled.
  • Ensure that appropriate levels of all supplies are maintained to each facility.
  • Develop appropriate tender specifications for contracted purchasing of supplies and oversee their
implementation; ensure appropriate ordering of provisions, i.e. crockery, cutlery, glassware and such other items
as are required to deliver the service, ensuring minimal wastage through close monitoring.

Resource Management

  • Maintains timely and efficient rosters for staff and plans and approves leave, taking into consideration fatigue
management, work/life balance and ensuring that relevant industrial conditions and hospital policies are
adhered to at all times.

  • Develop and maintain effective open lines of communication with team members conducting regular meetings
with staff.

  • Ensures a comprehensive orientation program for the Unit.
  • Proactively manage recruitment and retention in line with agreed budget parameters, having consideration for
appropriate skill mix and patient safety and care.

  • Manage staff performance through provision of feedback (both formal and informal), the formal performance
review and engaging performance management processes, ensuring timely investigation and resolution of
inappropriate behaviour, incidents and complaints by staff.

  • Ensure all staff are treated with respect, dignity and courtesy in an environment that is free from harassment
and discrimination.

  • Ensure self and staff within the Unit comply with GSHS Employee Charter, the VPS Code of Conduct and any
professional codes and standards that apply.

  • Daily maintenance and approval of staff rosters and timekeeping - Kronos payroll system.

  • Work within the “Delegations of Authority” consistent with the role.
  • Accept accountability for own actions and seek guidance from an appropriate senior leader when limited by own
level of expertise.

V2 - Jun 2021

  • Assume rotation into higher duties when delegated or required to do so, based on the level of educational
preparation and competence.

  • Ensure the disposal of waste according to GSHS Waste Management Policy.
  • Perform any other reasonable duties as requested by supervisor/manager.
  • Function in accordance with GSHS policies and procedures and relevant legislation.
  • Responsible for the safe management of equipment - this includes using equipment within standard operating
guidelines, conducting appropriate preventative maintenance and not using unsafe equipment.

  • Responsible for Emergency Management within the Unit in accordance with GSHS Emergency Response
Procedures. This includes ensuring relevant staff are trained and ready to respond to Emergency situations as
relevant, i.e. Code Blue, Code Grey, Code Black, Code Purple, Code Yellow, Code Orange and Code Red.

  • Actively engage with other Health Services to ensure contemporary service delivery.
Training and Development
  • Completes annual mandatory training requirements as per organisational policies.
  • Recognises the need for ongoing commitment to personal and professional development.
  • Maintains a level of competency required for the position.
  • Ensures direct staff has completed mandatory training requirements.
  • Ensures self and staff within the unit are familiar with emergency procedures and can enact them as required.
  • Develop and maintain a program of professional development for self and staff within the Unit.
  • Actively participate in own performance review in accordance with GSHS policy and procedures.
Occupational Health & Safety
  • Ensures compliance with Occupational Health and Safety and Workcover legislation and regulations.
  • Maintains current knowledge of emergency procedures and ensures these are enacted as appropriate.
  • Carries out duties in a manner which does not adversely affect their own health and safety or that or others.
  • Implements and maintains measures introduced in the interest of health and safety, ensuring all staff within the
unit are educated in such measures and comply with them.

  • Undertake any training provided in relation to Occupational Health and Safety.
  • Investigate all reported incidents, near misses or injuries, identifying causal factors and implementing corrective

  • Ensures self and staff within the unit correctly use any information, training, personal protective equipment and
safety equipment.

  • Refrain from recklessly or wilfully interfering with anything that has been provided for health and safety reasons;
appropriately manage staff to comply with same.

  • Is familiar with and can enact Critical Incident Response.
  • Responsible for ensuring the Unit’s compliance with the relevant quality standards, including the ongoing review
and monitoring/auditing of systems and procedures to ensure they align with the relevant quality standards.

  • Lead an ongoing review of service delivery to identify opportunities for Continuous Quality Improvement.
  • Acts to positively promote GSHS both internally and externally.
  • Promote, practice and comply with all GSHS policies and procedures and familiarise with policies and procedures
relevant to the position.

  • Actively participate in the maintenance of relevant policies and procedures to ensure best practise.
  • Conduct departmental meetings as required; actively participate in required meetings and committees.
  • Actively participate in the performance appraisal process, three months after commencement and annually

  • Embraces the GSHS’ Mission, Vision and Value statements to direct work practices.
  • Contributes to achieving the GSHS Strategic Plan.
  • Promotes a quality culture within the organisation highlighting the values of customer service.
  • Delivers prompt and courteous culturally appropriate services.
V2 - Jun 2021

Financial Management

  • Identifies productivity and efficiencies savings within department.
  • Manages payroll costs within set budget parameters.
  • Consider the costs and budget implications in relation to work practices and consumables.
  • Prepares annual budget for department in conjunction with relevant Executive and Finance Department.
  • Monitors actual performance to budget and provides feedback to divisional head on variance and corrective

  • Utilises appropriate information systems to monitor and manage financial responsibilities.
  • Be accountable and responsible for the economic use of resources.
Risk Management
Responsible for effective risk management within area of influence, including:
  • Adhering to organisation risk management policies and procedures.
  • Assists in fostering a risk aware culture.
  • Implements risk management within their respective areas and where there are intersections with other areas
and/or agencies.
  • Ensures risks are identified, treated, monitored, reported, escalated and closed in line with organisational
  • Ensures that risk mitigation or control activities in their area of responsibility are implemented.
  • Ensures their staff members are aware of expectations in relation to risk management.
  • Identifies new and emerging risks.
  • Contribute feedback to risk management review processes.
Managers are responsible for implementing and maintaining GSHS’ Evidence Based Leadership Program, including

but not limited to:
  • Accountability Framework - setting, monitoring and achieving annual goals, 90 day plans and “must-have”
leadership behaviours, tracked through the validation matrix, participating in monthly accountability meetings.

  • Connecting - collecting and analysing feedback, using the information to recognise and reward and/or take
corrective action, ensuring staff have everything they need to do their job; communicating these results through
Traffic Light Reports and Communication Boards.

  • Communication - using AIDET and other communication techniques as one means to improve outcomes for

  • Embedding hourly rounding and seeking to continually improve based on outcomes and feedback received
through consumer connecting, VHES and any other consumer indices.

  • Any other evidence-based strategies and tactics employed by the organisation to achieve “Excellence in

Key Selection Criteria:

  • Relevant food/health related qualification (e.g. a Food Safety Supervisor qualification, or a willingness to attain).
  • Be enthusiastic, self-motivated and focused on continuous improvement.
  • Have extensive management experience including people/OH&S management, catering, cleaning and linen
expertise within a hospital environment.

  • Excellent interpersonal and communication skills.
  • Time management and effective decision-making skills.
  • Current Driver’s Licence and Police Record Check.

  • Experience in cook chill service delivery.
  • Demonstrated ability in development and application of a Food Safety Program.
V2 - Jun 2021

  • Accredited as a Qualified Victorian Cleaning Standard Auditor.
  • Strong awareness of Infection Control Guidelines.
  • Demonstrated knowledge and understanding of quality systems and Health Services accreditations.
  • Ability to implement management principles and cost-effective resource management to a multidisciplinary

Leadership Capabilities

Thinks Creatively and Solves Problems Effectively

  • Understands the work area’s direction and how it delivers its service.
  • Links own work to the health service’s work priorities.
  • Applies creative approaches to issues and problems.
  • Shows judgement, intelligence and common-sense.
Achieves Results

  • Responds to client needs and organises resources.
  • Shares expertise and uses technology effectively.
  • Adapts to and implements change.
  • Delivers on intended results.
Demonstrates Personal Drive And Integrity

  • Demonstrates professionalism and acts ethically.
  • Engages with risk and shows personal courage and resilience.
  • Takes personal responsibility for meeting objectives and progressing work.
  • Demonstrates self-awareness and a commitment to personal development.
Communicates Effectively

  • Communicates clearly.
  • Listens, understands and adapts to the audience.
  • Negotiates effectively.
Works Productively with Others

  • Builds internal and external relationships.
  • Values individual differences and diversity.
  • Works co-operatively.
  • Guides people.

Each employee has the right to a safe working environment and they should advise their supervisor of any risk or
condition likely to result in accident or injury. Each employee has the responsibility to take reasonable care of their
own health and safety, to comply with GSHS OH&S policies and procedures and to participate in appropriate safety
education and evaluation activities.
Policies & Procedures

It is everybody’s responsibility to access and have knowledge of the relevant policies and procedures that relate to
their employment. All GSHS policies and procedures can be accessed on the intranet site.
Person Centred Care

Person Centred Care (PCC) is a philosophical approach to how we provide care to patients and interact with other
customers, including colleagues. PCC is based on the principles of respect, value of the individual, and the need to
deliver service in an environment that supports peoples’ physical, emotional, social and psychological needs. PCC is
underpinned by a culture of collaboration and partnership and all staff are required to adhere to these principles.

Values & Conduct

V2 - Jun 2021

Staff are required to comply with GSHS Employee Charter. The way we behave in the workplace and the manner in
which we undertake our job is as important as how we perform the tasks for our role. We expect that all staff will
embrace GSHS’ Employee Charter and demonstrate these in their daily work.

GSHS operates under the Code of Conduct for Public Sector Employees. This Code of Conduct, together with any
professional Code of Conduct relevant to the role being performed, form part of each employee’s conditions of
employment and it is expected that all staff will familiarise themselves and comply with this Code of Conduct and
those relevant to the role they perform at GSHS.
Child Safety

GSHS is a Child Safe organisation. The GSHS Child Safe Policy and Procedure applies to all staff, volunteers, students

and contractors of GSHS. GSHS staff will:
  • Protect and promote the health, safety and well-being of all children.
  • Recognise vulnerability and identify risk and harm to children early.
  • Respond appropriately, effectively and in a timely way to reduce risk and support children and their families to
achieve improved outcomes.

  • Promote culturally competent and responsive health care.
  • Work together with families, community services providers and the statutory system in the best interests of
children (DHHS Healthcare that Counts Guiding Principles, 2017).

Violence & Aggression

GSHS seeks to promote a safe and inclusive workplace and community that are free from all forms of violence and

aggression. GSHS staff:
  • Are aware that supports are available for GSHS staff and volunteers who may be experiencing family violence.
  • Identify, respond to and support consumers impacted by family violence as guided by organisational procedures.
  • Identify, report and access support in relation to incidents of occupational violence and aggression.
Diversity & Inclusion

GSHS is an equal opportunity employer. We recruit, employ, train, compensate and promote regardless of race,
religion, colour, national origin, sex, disability, age, veteran status, and other protected status as required by
applicable law.

Risk Management

GSHS supports an organisational philosophy that ensures risk management is an integral part of corporate
objectives, plans and management systems. Staff are to be accountable for risk management through
organisational, team and individual performance objectives that are within their span of control.

  • Contribute to effective risk management within their area of influence.
  • Adhere to organisational risk management policy and procedures.
  • Assist in fostering a risk-aware culture and ensure that any staff members in their supervision understand their

  • Identify new and emerging risk.
  • Contribute feedback to risk management review processes.
Professional Development & Performance Management

Ensures best practice at all times by ensuring that professional skills are regularly updated and mandatory
competencies are maintained in accordance with GSHS Policy.

It is a condition of employment that staff participate in the performance review program in accordance with the
parameters set out in GSHS policy and procedures.

Quality Improvement

Each staff member has a responsibility to participate and commit to ongoing quality improvement activities.

Privacy & Confidentiality

V2 - Jun 2021

All GSHS Employees are required to comply with the provisions of the Privacy & Confidentiality Policy and any
legislative requirements detailed in the Federal Privacy Act, 1988, the Health Records Act 2001, Section 141 of the
Health Services Act Victoria, 1988 and the Freedom of Information (Amendment) Act, Victoria 1999.

All staff are required to read, understand and sign the Confidentiality and Privacy Agreement that sets out
specifically what is required, upon commencement of employment. These provisions form part of the terms and
conditions of employment and any breach will be subject to disciplinary action as per the Performance Development
and Discipline Policies, along with the relevant Enterprise Agreement.

Additional Requirements:
To ensure a healthy and safe environment for everyone, smoking is not permitted on GSHS grounds, buildings or

All staff are required to provide a current National Police Records Check prior to commencement. A Working with
Children Check may also be required for particular positions.

This position description is intended to describe the general nature and level of work that is to be performed by the person appointed to the role. It is not
intended to be an exhaustive list of all responsibilities, duties and skills required. Any elements of this document may be changed at GSHS’ discretion and
activities may be added, removed or amended at any time.

Sign-off to verify agreement with this Position Description:
Incumbent Date

Manager Date

Leongatha, VIC

Voluntary, Charity & Social Work


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