Assistant Director, Dining Services

Why Join The Highlands at Wyomissing?

At The Highlands at Wyomissing, you'll be part of a mission-driven organization dedicated to delivering exceptional service to our residents. Our dining program is central to the resident experience, and this leadership role offers the opportunity to make a meaningful impact in a collaborative, team-oriented environment.

Summary of Responsibilities:

The Assistant Director of Dining Services supports the overall leadership, operational execution, and performance of the Dining Services Department across all venues within the community. This role oversees daily dining operations, including staffing, service delivery, and resident experience, to ensure consistent, high-quality hospitality aligned with the organization's brand, culture, values, and established standards, as well as all regulatory requirements. The Assistant Director serves as a key operational leader, providing direct supervision, coaching, and accountability for dining services staff, while supporting financial performance, regulatory compliance, and process consistency across the department. This position assumes full operational responsibility in the absence of the Director of Dining Services, ensuring uninterrupted leadership, sound decision-making, and accountability across all dining services operations.

Essential Functions:

Operational Leadership and Continuity

• Oversee daily dining operations across all venues and levels of care
• Ensure consistent execution of service, hospitality, and operational standards
• Provide on-site leadership during peak service periods, evenings, weekends, and emergencies
• Assume full operational authority in the absence of the Director, including decision-making, staffing adjustments, and issue resolution

Leadership, Management and Workforce Accountability

• Lead, manage, and hold dining staff accountable for performance, conduct, and service standards
• Oversee staffing, scheduling, and labor deployment, adjusting staffing plans in response to census, service demands, and operational needs
• Promote a positive, team-focused work environment aligned with organizational values
• Provide supervision, coaching, and development of team members to support high performance, engagement, retention, and professional growth
• Complete quarterly People Analyzer Tools (PATs) and utilize results to support performance improvement and recognition efforts
• Address performance concerns promptly through coaching and corrective action in accordance with organizational policies
• Participates in the hiring process.

Dining Operations and Service Execution

• Direct operations across residential dining rooms, ensuring consistency in service, presentation, and efficiency
• Ensure all dining areas operate in accordance with organizational standards for cleanliness, service, and readiness
• Coordinate with culinary leadership to ensure seamless front-of-house and back-of-house operations
• Ensure high-quality service and operational effectiveness during meal service by monitoring service flow and staffing levels, conducting routine rounds, and implementing continuous improvements to the dining experience
• Lead or oversee pre-meal meetings to communicate expectations, review service standards, and align staff for meal services
• Maintain accurate and timely documentation and communication related to dining operations, service issues, and performance

Resident Experience and Hospitality

• Ensure a welcoming, hospitality-driven dining environment that promotes resident satisfaction.
• Maintain strong presence and engagement with residents, families, and guests
• Monitor resident satisfaction and ensure prompt response and service recovery related to feedback and concerns
• Evaluate trends (comment cards, informal feedback) and drive improvements
• Lead and support planning and execution of resident programs, themed dining, catering, and events to ensure service quality, presentation, and budget alignment

Quality, Food and Regulatory Compliance

• Ensure food quality, presentation, and service standards meet organizational expectations
• Partner with culinary leadership to ensure seamless front-of-house and back-of-house coordination
• Enforce Dining Services policies and procedures, including sanitation, infection control, uniform standards, and conduct expectations
• Ensure compliance with organizational Human Resource policies and all applicable federal, state, and local regulations
• Participate in and ensures team compliance with required training, certifications, and competency standards

Financial and Operational Performance

• Support budget adherence and cost control (i.e., labor, food, supplies)
• Monitor meal counts, productivity, and operational performance metrics
• Identify and implement opportunities to improve efficiency and reduce waste

Systems, Technology and Billing Oversight

• Oversee dining systems, including POS, KDS, and other technology platforms to ensure accuracy and operational effectiveness
• Review reports, analyze trends, and implement improvements to enhance performance
• Ensure accuracy of resident dining charges and support billing audit processes (i.e., PCC/Cubigo)
• Train staff on dining systems and technology to ensure consistency and accuracy

Special Events and Hospitality Programs

• Lead or support execution of special events, holiday dining programs, and resident engagement experiences
• Ensure events meet established standards for quality, service, and budget expectations

Cross-Department Collaboration

• Serve as a liaison between Dining Services and other departments to support coordinated service delivery, resident needs, and operational efficiency

Continuous Improvement and Leadership Development

• Drive process consistency and lead initiatives to improve efficiency, service delivery, workflow, and operational performance across venues
• Participates in ongoing training, leadership development, and succession planning efforts

Other Duties:

• Assigned by Management
• Essential functions are not intended to be an exhaustive list of all position duties required and performed by the incumbent in the role. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Required Skills/Abilities:

• Demonstrated ability to lead and manage multi-unit dining operations in a fast-paced environment
• Strong leadership, coaching, and team development skills with the ability to drive accountability and performance
• Ability to make sound operational decisions independently, particularly in the absence of senior leadership
• Excellent interpersonal and communication skills, with the ability to engage effectively with residents, families, staff, and leadership
• Ability to manage conflict, address concerns, and execute effective service recovery
• Strong analytical, organizational, and problem-solving abilities
• Ability to evaluate operational data, identify trends, and implement improvements
• Working knowledge of budgeting, cost control, and financial performance management
• Ability to analyze labor, productivity, and operational reports to support decision-making
• Knowledge of food safety, sanitation, and regulatory requirements in a healthcare or senior living environment
• Ability to ensure compliance with federal, state, and local regulations
• Proficiency in dining systems, including POS/KDS platforms and billing systems
• Strong computer skills, including Microsoft Office and operational reporting tools
• Ability to manage competing priorities in a dynamic, high-volume environment
• Strong attention to detail with commitment to accuracy and consistency
• Ability to maintain confidentiality and exercise sound judgment
• Ability/flexibility to work evenings, weekends, holidays, and non-traditional hours as required.

Supervisory Responsibilities:

• This position oversees the restaurant managers and dining services positions providing hospitality service and conducting front-of-the-house functions.

Core Values:

• AMBASSADOR: Represents The Highlands at Wyomissing in a positive light with integrity. Takes pride in our community.
• COMMITMENT: Dedicated, adaptable, tolerant, dependable, focused, and passionate. Often does more than is required. Reports to work as scheduled and timely.
• COMPASSIONATE: Is empathetic, mindful, and kind.
• INNOVATIVE: Is curious. Identifies new methods and efficiencies.
• RESULTS-DRIVEN: Has a strong sense of urgency about solving problems and completing work. Exerts unusual effort over time to achieve a goal. Maintains commitment to goals in the face of obstacles and frustrations.
• TEAM ORIENTED: Works cooperatively and effectively with others to achieve common goals.

The Highlands' Traditions (Customer Service Expectations):

• SAFETY: Practices safe behaviors to ensure the safety of all.
• KINDNESS: Projects a positive image and energy. Courteous and respectful to all. Goes above and beyond to exceed customer expectations.
• SHOW: Takes pride in self-appearance. Stays in "character" and performs the "role in the show." Ensures work area is show-ready.
• EFFICIENCY: Performs role with consistency and efficiency. Uses time and resources wisely.

Position Type/Expected Hours of Work:

• This is a full-time position in a health care facility that is open 24 hours a day, 365 days a year.
• Evening, weekend, holiday rotation, and work during inclement weather required to support operations.

Travel:

• Some travel is expected for this position

Education and Experience Requirements:

• High school diploma or GED required
• Associate's degree or higher in Hospitality Management, Food Service Management, Culinary Arts, or a related field required
• Bachelor's degree preferred
• Minimum 4-6 years of progressive dining, hospitality, or food service management experience, preferably in a healthcare, senior living, or multi-unit environment
• Demonstrated experience managing staffing, scheduling, and daily operations in a high-volume dining environment
• Experience with financial oversight, including labor management, cost control, and operational performance metrics
• Experience with resident or customer-facing service environments requiring high levels of satisfaction and service recovery
• Prior experience utilizing POS systems, dining technology platforms, and billing systems
• Experience ensuring compliance with food safety and regulatory requirements
• Experience operating in a role with leadership responsibility in the absence of a department head
• Certified Dietary Manager (CDM) or ServSafe Certification (if not currently certified, the employee must, at a minimum, obtain ServSafe Certification within thirty (30) days of employment)
• Experience in healthcare, senior living, or long-term care dining services preferred
• Completion of Highlands Hearthstone Ambassador training within 30 days of employment required

Work Authorization/Security Clearances:

• Medical Screening
• Criminal History Clearance
• FBI Fingerprint Clearance (Only required if you have not lived in PA for the last 2 years)
• Immigration and naturalization (I-9) Clearance
• Valid Pennsylvania Driver's License and acceptable MVR (if operating company vehicle)

Physical Requirements and Physical Demands:

• While performing the duties of this position, the employee is regularly required to communicate effectively, including talking, hearing, and writing. Visual acuity must be sufficient to perform job duties, including reading printed materials and computer screens.
• The position requires frequent standing and walking, particularly during meal service periods and while providing operational oversight within dining areas.
• The employee may occasionally be required to perform physical activities such as sitting, climbing, bending, crouching, kneeling, reaching, pushing, and pulling as necessary to support dining operations.
• The position requires the ability to lift and/or move items up to 25 pounds on a regular basis and up to 50 pounds occasionally.
• This role requires the ability to respond to dynamic operational needs in a fast-paced environment, including providing on-the-floor support during peak service periods.

Safety Hazards and Physical Environment:

• May be exposed to blood borne pathogens
• May be exposed to toxic, caustic, chemicals, and / or detergents
• May be exposed to potential electrical shock
• May be exposed to moving mechanical parts
• May be exposed to high noise levels
• May be exposed to communicable diseases
• May be exposed to extreme conditions, (i.e. heat or cold)
• May be exposed to rare occasions during which it is necessary to interact with a resident exhibiting aggressive behavior.