Manager - Key Accounts - Culinary + Cleaning
$108,482 base salary plus 12% superannuation
MELBOURNE - The Key Account Manager – Morrison Living, Vasey RSL Care is responsible for leading the client relationship and service performance across catering, cleaning, housekeeping, hospitality, and resident experience services delivered to Vasey RSL Care. The role acts as the primary account lead between Morrison Living and the client, ensuring services are delivered safely, consistently, and in line with agreed standards, resident expectations, contractual requirements, and continuous-improvement priorities.
The role is accountable for strengthening client partnership, supporting site teams, improving service consistency, using reporting and feedback to drive decisions, and identifying opportunities to enhance resident satisfaction and operational outcomes.
Client Relationship and Account Leadership
- Act as the key point of contact for Vasey RSL Care stakeholders on Morrison Living service delivery.
- Build a trusted, proactive partnership with the client through regular communication, transparent reporting, and responsive issue resolution.
- Translate client expectations into clear operational priorities for catering, cleaning, and housekeeping teams.
- Lead regular account reviews covering service quality, resident feedback, compliance, risks, opportunities, and agreed actions.
- Support tailored client conversations while maintaining alignment with national service standards and Compass Group capability.
Catering and Hospitality Services
- Oversee catering service performance with a focus on safe, nutritious, enjoyable, and resident-centred dining.
- Work with culinary and site teams to maintain high standards in food presentation, freshness, temperature control, and dining-room service.
- Support operational standards that improve the dining experience, food safety, efficiency, and consistency.
- Monitor resident and client feedback relating to meals, service, dining environment, and overall hospitality experience.
- Collaborate with relevant culinary and nutrition stakeholders to support menu quality, service improvement, and resident wellbeing.
Cleaning, Housekeeping and Presentation Standards
- Ensure cleaning and housekeeping services are delivered consistently against agreed scope, schedules, presentation standards, and compliance requirements.
- Promote standardised cleaning practices while allowing for site-specific requirements, including work schedules, equipment, room types, and presentation standards.
- Support the use of practical handbooks, onboarding tools, and daily reference materials for frontline cleaning and housekeeping teams.
- Work with supervisors and site leaders to address gaps in quality, consistency, equipment, chemicals, workflows, training, and auditing.
- Encourage safe, efficient, and sustainable cleaning practices, including appropriate equipment use and ergonomic methods where applicable.
Operational Governance, Compliance and Reporting
- Monitor service delivery against contract requirements, scopes of work, compliance obligations, and client expectations.
- Ensure audit findings, service issues, resident feedback, and corrective actions are tracked and closed out.
- Support digital task management, quality assurance, dashboards, and reporting where systems are available.
- Provide clear reporting to the client and internal stakeholders on service performance, risks, trends, and improvement actions.
- Promote safe work practices, food safety, hygiene, chemical safety, correct equipment use, and operational accountability.
Resident Experience and Continuous Improvement
- Use resident feedback, client feedback, site observations, and performance data to identify improvement opportunities.
- Drive initiatives that enhance resident satisfaction, service consistency, dining experience, cleanliness, comfort, and trust.
- Support frontline engagement so team members understand the importance of service quality in an aged-care living environment.
- Identify opportunities to improve efficiency, reduce waste, strengthen compliance, and improve the resident experience.
- Share learnings and improvement actions across relevant Morrison Living and Compass Group teams.
Leadership and Collaboration
- Partner with site managers, catering leaders, cleaning supervisors, frontline teams, culinary stakeholders, and support functions.
- Provide clear expectations and practical guidance to site teams.
- Support training, onboarding, and coaching for new and existing team members.
- Foster a service culture that is safe, respectful, resident-focused, and accountable.
- Escalate operational risks early and coordinate practical solutions with the client and internal teams.
- Strong client relationship and confidence in Morrison Living service delivery.
- Improved resident satisfaction with food, dining-room service, cleanliness, and overall hospitality experience.
- Consistent achievement of agreed catering, cleaning, and housekeeping standards.
- Improved audit outcomes and timely closure of corrective actions.
- Clear operational visibility through reporting, reviews, and agreed action plans.
- Improved frontline consistency through training, onboarding, and standardised resources.
- Reduced repeat service issues and stronger operational accountability.
- Safe, compliant, efficient, and resident-centred service delivery.
Required Skills and Experience
- Experience in key account management, contract management, hospitality, catering, cleaning, facilities services, aged care, retirement living, healthcare, or related sectors.
- Strong client relationship and stakeholder management skills.
- Understanding of catering, dining service, cleaning, housekeeping, hygiene, safety, and compliance expectations.
- Ability to review service data, audits, feedback, and operational issues and convert them into practical action plans.
- Strong communication, escalation, reporting, and problem-solving capability.
- Experience working with site-based teams and supervisors.
- Commitment to resident wellbeing, dignity, service quality, safety, and continuous improvement.
- Aged-care or senior-living hospitality environments.
- Food safety, cleaning standards, infection control, and resident-centred service principles.
- Digital task management, audit, dashboard, or reporting systems.
- Standardised cleaning frameworks, equipment standards, onboarding tools, and service handbooks.
The Benefits
You will have the support, infrastructure, systems and processes you would expect from a global organisation. As an employer of choice, we recognise high performance and foster individual development. Additionally, our employees enjoy the following benefits:
- Multiple salary packaging options to help your dollar go further
- Health and wellbeing employee benefits to help look after you
- Immediate access to 100+ retail discounts accessible from your mobile
- Recognition programs including service and safety awards, regular team events, site-based benefits and company discounts.
- Career development within a global organisation
- Ongoing training and development, and career growth opportunities
