Hospitality Co-ordinator
Job Description
Salary £24,785.69
Hours 37.5 per week (on a rota basis, including Weekends and Bank Holidays.
(Shifts vary between 0700 – 1900)
Contract Permanent
Responsible to Head Chef
Accountable to Head of Estates
Overgate Hospice is an independent charity with a mission to ensure that patients and those close to them live with the best possible quality of life. This is enabled by provision of the highest standard of compassionate and evidence-based specialist palliative and end of life care for adults in Calderdale who have active, progressive life limiting illness.
However, the current constraints of our ageing facilities are making this more difficult than ever. Our ambitious redevelopment plans to modernise and expand our existing facilities will transform the environment in which we care for our patients, as well as meaning we can care for more people who need us. In April 2024, Overgate Hospice launched a capital campaign to raise the funds needed to make these transformational plans become a reality.
Job Summary
The new Inpatient Unit represents a major step forward in the hospice’s ability to provide flexible, patient-centred care. The Hospitality Co-ordinator will play an essential role in this ensuring that every patient and family member experience high quality food and drink as a source of comfort, normality, and connection.
The Hospitality Co-ordinator will play a key role in delivering a compassionate, individualised, flexible, and high-quality hospitality service within the new Inpatient Unit (IPU) at Overgate Hospice.
Working from the new hospitality kitchen, the post holder will co-ordinate and provide meals, snacks, and refreshments for patients and their families ensuring everyone receives a warm, welcoming, and personalised service.
The role will include compassionate patient interaction through discussing menu options, taking meal orders, preparing, and serving light snacks and drinks, presenting, and serving meals at the patient’s bedside, and ensuring all crockery and utensils are cleaned and stored appropriately. In addition, the post holder will assume responsibility for the cleanliness and daily checking and restocking of the various beverage stations and family spaces within the inpatient unit building.
The Hospitality Co-ordinator will work closely with the Head Chef, Hospice Cook, and a team of dedicated volunteers to ensure that food quality, presentation, and patient experience remain of the highest standard. They will embody the hospice’s values of care, dignity, and compassion, ensuring patients can enjoy food and drink when they are ready, rather than at fixed times.
Minimum Qualifications / Experience Required
Proven experience in a catering, hospitality, or customer-service role.
Strong understanding of food hygiene, cleanliness, and safe food handling practices (Level 2 Food Hygiene Certificate or willingness to achieve).
Excellent interpersonal and communication skills with a caring, patient, and professional manner.
Ability to work flexibly as part of a 7-day service, including weekends and Bank Holidays.
Confidence in working both independently and as part of a small, supportive team.
Desirable Qualifications / Experience
Experience working in a healthcare, care home, or hospice environment.
Experience in dementia and /or palliative care awareness.
Previous experience supporting or co-ordinating volunteers.
Knowledge of dietary requirements, allergens, and nutrition.
NVQ Level 2 in Hospitality, Catering, or Customer Service (or equivalent).
Key Competencies
Compassion & Empathy: Demonstrates understanding, kindness, and respect in all interactions.
Attention to Detail: Ensures meals are served safely, attractively, and in line with individual needs.
Organisation & Efficiency: Manages multiple tasks and meal orders effectively throughout the day.
Teamwork: Works collaboratively with staff and volunteers to deliver a seamless service.
Flexibility: Adapts to changing patient needs, mealtimes, and priorities with a positive attitude.
Professionalism: Represents the hospice with warmth, dignity, and discretion.
Duties and Responsibilities
Patient & Family Hospitality Service
Take daily meal orders from patients and their families for breakfast, lunch, and evening meals, ensuring all dietary and allergen requirements are clearly recorded and communicated to the kitchen in line with Hospice policy.
Serve meals, snacks, and refreshments in a professional and caring manner, ensuring patients can eat and drink comfortably and at their own pace.
Provide light snacks such as sandwiches, soup, toast, and paninis, alongside hot and cold drinks throughout the day.
Offer warm drinks and light refreshments to patients’ families and visitors, providing a welcoming and supportive environment.
Maintain excellent presentation of food and drink at all times, following agreed portion sizes and quality standards.
Be responsible for restocking and cleaning the various beverage stations and family spaces.
Volunteer Co-ordination & Teamwork
Work alongside a team of trained hospitality volunteers who support the service on a rotating basis, seven days a week.
Provide daily guidance, direction, and encouragement to volunteers, ensuring they feel supported and confident in their roles.
Liaise with volunteers regarding volunteer rotas, training, and feedback.
Build positive relationships with colleagues across the catering, clinical, and estates teams to ensure smooth and joined-up service delivery.
Hygiene, Safety & Compliance
Maintain the highest standards of cleanliness and hygiene within the hospitality kitchen, dining areas, and all associated service equipment.
Clear and clean crockery, cutlery, and utensils promptly and safely, ensuring items are sanitised and stored correctly.
Ensure compliance with food safety, infection prevention, and environmental health regulations.
Accurately record allergen and temperature information in line with hospice and statutory procedures.
Report any faults, maintenance issues, or incidents promptly to the Head Chef.
Service Quality & Continuous Improvement
Work collaboratively with the Head Chef and Hospice Cooks to maintain and enhance food quality and presentation.
Respond to patient and family feedback positively, identifying opportunities to improve the service.
Work collaboratively with the Head Chef and Hospice Cooks in the implementation of electronic methods of taking patients orders.
Support the development of flexible meal service models that allow patients to eat and drink when they choose, rather than at set times.
Participate in training, team meetings, and service improvement initiatives.
Contribute to hospice events and hospitality functions as required.
Overgate General Duties and Responsibilities
All employees must maintain a safe working environment in accordance with Overgate Hospices Health and Safety policies & abide by the Health and Safety at Work Act (1974).
All employees must undertake relevant mandatory training.
All employees must comply with all Hospice policies and procedures and always maintain strict confidentiality within the guidelines of the General Data Protection Regulations.
All employees must adhere to the Hospice’s Standards of Behaviour Framework and Values in all aspects of their work.
This job description is not exhaustive and will be subject to periodic review. The employer and the employee share responsibility to review and amend it as appropriate.
Safeguarding Children and Adults at Risk
All Hospice staff are required to act in such a way that at all times safeguards the health and well-being of children and adults at risk. Familiarisation with and adherence to the Hospice safeguarding policies is an essential requirement of all employees as is participation in related mandatory/statutory training.
Valuing Equality, Diversity, and Inclusion
All employees should perform their duties in accordance with the values and principles of valuing equality, diversity, and inclusion. It is the responsibility of all employees to support the Hospice vision of promoting a positive attitude to equality, diversity and inclusion of opportunity, to promote inclusion, eliminate discrimination and disadvantage in service delivery and employment, and to manage, support or comply through the implementation of the Hospice’s Equal Opportunities Policy.
PERSON SPECIFICATION
Experience - Essential
Basic food hygiene knowledge
Experience in a catering or kitchen setting
Experience of working to timescales and deadlines
Experience of representing an organisation in a professional manner
Experience of effectively prioritising own workload
Skills & Ability - Essential
Willingness to follow instruction and work as part of a team.
Excellent interpersonal skills
Ability to communicate clearly verbally and in writing.
Ability to maintain confidentiality.
Ability to work effectively with minimum supervision.
Ability to work in a team which includes volunteers.
Personal Attributes - Essential
Team player who earns the trust and respect of colleagues
Positive professional approach and image
Commitment to the purpose and values of Overgate Hospice
Emotionally Resilient
Excellent attention to detail
Excellent telephone manner
Good timekeeping
Understanding of, and empathy with, Hospice environment
Pay: £24,785.69 per year
Benefits:
- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
Work Location: In person
