Carlo Napoli
Camberwell,Australia
Summary
Senior Manager driving sustainable growth in retirement living and healthcare sectors. Oversee operations, ensuring compliance and fostering a positive workplace culture while enhancing resident satisfaction through effective team leadership and innovative program implementation.
Overview
24
24
years of professional experience
Work History
Community Manager Retirement Living
Aveo Group
02.2024 - Current
- Managed the day-to-day operations of the village, coordinating staff, complying with regulations, and maintaining a safe and welcoming environment for residents.
- Operations Management: Oversee the day-to-day operations of the building, including the end-to-end delivery.
- Developed and implemented operational policies and procedures to enhance client satisfaction and effectively managed resident feedback and complaints.
- Ensure the highest standard of care for clients, promoting their safety, independence, well-being, and dignity.
- Led team development through recruitment, training, and performance management to foster a skilled and motivated workforce.
- Ensure compliance with retirement living and aged care regulations.
- Recruited, trained, supervised, and mentored staff members to maintain a skilled and motivated workforce.
- Foster a positive work culture that encourages teamwork, professional growth, and employee satisfaction.
- Stayed up to date with aged care regulations and accreditation standards to maintain full compliance.
- Lead efforts to prepare for audits, and assessments.
- Monitored and evaluated quality of care and services provided, implementing continuous improvement initiatives to enhance resident experience.
- Gather and analyse data to identify areas for enhancement and implement best business practices.
- Financial Management: Work with Finance to develop and manage the approved budget, allocating resources effectively to achieve financial sustainability.
- Control costs while maintaining the quality of care and services.
- Address concerns, feedback, and inquiries in a compassionate and timely manner.
- CORE Achievements: Reduce deficiencies across the village, Increase community managers approval rating, Significant uplift to the community amenities, Implemented contractor KPIs, Staff and resident satisfaction.
General Manager Operations
Australian Health Professionals
01.2022 - 01.2024
- Led the effective leadership and management of Hospitality Services across the AHP Aged Care division. Achieved compliance with Food Safety regulations, as well as Hospital, Aged Care and HACCP standards.
- Coached and supported internal and external staff; built business unit from scratch towards profitability; secured contracts and clients in aged care and other providers ahead of timelines; developed hospitality manual, WHS manual, and recruitment guides; identified trends and improvement opportunities; provided expert advice on continuous improvement initiatives.
- Guided hospitality, catering, cleaning, ward-person, and maintenance staff to develop a cohesive and collaborative workforce, delivering high-quality services to clients.
- Established positive work culture, promoted organisational values, assessed performance, facilitated learning and development, and collaborated with internal departments to drive continuous improvement and innovation.
- Provided leadership and management to enhance service quality., Negotiated contracts with vendors to secure favorable terms. and ability to develop robust working relationships, Budgeting, audit reports & provide recommendations and implementation of strategies, Ability to analyse data & categorise risk, Conducted site visits to gather feedback from stakeholders. to gain feedback from key stakeholders, Provide practical leadership and monitor care standards, Provide ongoing education, skilled mentoring, advice and support to all AHP and hospitality staff, Recruiting, hiring, and training staff within the department as needed also providing orientation and training for new team members, Working with the Marketing team to develop social media campaigns.
Regional Manager
Arcare
11.2022 - 12.2023
- Provided strategic oversight of services at Arcare residences, ensuring systems and processes aligned with Arcare values and policies. Led change management initiatives to maintain focus on delivering quality hospitality experiences for clients.
- Achieved consistent site performance by meeting target KPIs and conducting annual evaluations. Collaborated with Procurement to establish and monitor supplier agreements, ensuring compliance with service standards through quarterly KPI reviews. Maintained a register of supplier-related issues and worked towards resolutions. Proactively managed costs in alignment with KPIs and partnered with residence managers to oversee capex items and budget renovations. Provided leadership and governance to residence managers, focusing on compliance with aged care standards, WHS, and infection control practices, while delivering necessary training and ongoing support. Monitored client complaints and drove client survey trends across all states, implementing strategies to enhance service delivery.
- Oversaw catering, cleaning, laundry, and waste management services across all residences, ensuring compliance with standards.
- Collaborated with residence managers to drive efficiency and productivity in service delivery.
General Manager Hospitality Services
Bupa Australia Aged Care
04.2019 - 10.2022
- Provided strategic direction for customer services, aligning with Bupa’s Vision and Values, and established standards for delivery across hospitality services such as catering, housekeeping, laundry, and activity and lifestyle departments.
- Advanced Bupa Quality Systems to meet legislation and certification requirements by collaborating with General Managers, Head of Operations, and Clinical Service Improvement and Risk. Fostered a culture of Continuous Improvement and Workplace Health Safety, delivered Customer Service training for ongoing enhancement, and performed audits of Bupa sanctioned homes, producing detailed improvement reports and tracking competitor services for strategic positioning.
- Interacted with external organisations in Aged Care sector to enhance business operations, collaborating closely with Operations and General Managers.
- Ensured legal and regulatory compliance by managing business risks and adhering to internal operating procedures.
General Manager Hotel Services
Uniting Age Well
07.2015 - 03.2019
- After a short-term contract in NSW, took on this newly created role in Melbourne, managing inter-disciplinary aged services across 12 VIC sites (plus 2 in development).
- Managed and guided 12 service managers and directed 380 staff by establishing targets and timelines. Developed practices, systems, and contracts to enhance performance, including core service restructuring. Promoted business sustainability and updated equipment through continual improvement initiatives. Strengthened capacity by implementing reporting frameworks and creating a middle manager level. Ensured compliance with industry standards and business objectives for accreditation while overseeing recruitment, training, and performance management of service staff alongside managers.
- Earned awards for service excellence through team-building with chefs from Victoria and Tasmania and engaging suppliers for sponsorship opportunities. Fulfilled industry accreditation standards by performing internal audits to address compliance issues and initiated training across services to bridge skills gaps. Cultivated a leadership team by supporting managers, establishing KPIs to address performance challenges, and hiring qualified middle-tier coordinators. Enhanced cost-effectiveness by transitioning services in-house, creating transparent reporting systems, and renegotiating contracts with suppliers.
Manager of Support Services
Ashfield Baptist Homes
03.2015 - 06.2015
- Managed a range of services (e.g. maintenance, cleaning, transport, catering and IT) in a 136-bed aged care facility overseeing 4 managers and 80+ staff.
- Led management and staff in facility upgrades, conducted inspections for safety and hygiene compliance, developed budgets and commercial contracts, facilitated resident viewings of 15 on-site rental units, negotiated lease agreements, consulted with senior executives and architects on improvement projects, and delivered financial performance reports to senior management.
- Reinvigorated facility capacity and reputation by formulating needs-aligned menus, implementing preventative maintenance programs, and driving board-approved interior upgrades. Achieved cost savings through dementia-friendly toilet paper dispensers that reduced waste, and recruited a contract painter for ongoing maintenance. Strengthened customer satisfaction by introducing fortnightly meetings with residents and families to discuss needs and concerns, and built trust-based relationships by acting on feedback.
General Manager of Catering
Ballarat Health Services
01.2013 - 01.2015
- Relocated from NSW for general management role, overseeing catering for 3 retail outlets, 2 hospitals (1,000+ beds), and 11 aged care facilities, including subcontract caterers; managed 3 managers and 180+ staff.
- Increased business revenue by 20% by negotiating new contracts with external parties such as child care centres, and set KPIs to encourage waste rationalisation in inventory management; introduced healthier, higher-quality choices in consultation with specialists (e.g. dieticians), leading to implementation of hospital vending machine colour coding and recruitment of a more experienced barista.
- Maintained strong working relationships with key stakeholders, including external contracts (e.g. VIC police), contributed to business development and client retention, engaged with current/prospective clients, upheld ISO and other compliance through quality assurance controls to meet audit standards, drove change management initiatives like staff cross-skilling via constructive trials, developed and managed annual financial plans and budgets with forecasts to the board, and monitored financial performance data, integrating into monthly reports with recommendations.
Facility Services Manager
Prince of Wales Private Hospital
01.2009 - 01.2013
- Championed food safety as an industry auditor and trainer across POWPH and Healthscope sites, ensured viability of capacity growth plans, monitored financial performance against KPIs, engaged with stakeholders to negotiate terms and gather feedback, led and mentored staff through professional development and team-building activities, and stayed informed on market trends and regulatory advancements in healthcare.
- Maintained budget targets by 10% through analysis of budget line items to identify cost inefficiencies, recognized for leadership via general manager nominations for teamwork and customer service excellence three consecutive years, and achieved highest food audit rating (HACCP) while assisting other Healthscope sites with food safety plans.
- Managed on-site catering operations at 168-bed acute care POWPH, overseeing menus, food service, and addressing 50+ staff inquiries to enhance service delivery.
Company Owner & Director
Caterer’s Corner
01.2003 - 01.2008
Education
Degree in Business Management -
Charles Sturt University
01-2010
Degree in Human Resource Management & Industrial Relations -
University of Sydney
01-2001
Skills
- Regulatory adherence
- Operational efficiency
- Change implementation
- Financial sustainability
- Cost reduction
- Strategic planning
- Sustainable practices
- Stakeholder engagement
- Team leadership
Awards
- Team Innovation Award (Hotel Services), Uniting AgeWell, 2017
- Service Excellence Award (Aged Care), Hesta, 2018
Timeline
Community Manager Retirement Living
Aveo Group
02.2024 - Current
Regional Manager
Arcare
11.2022 - 12.2023
General Manager Operations
Australian Health Professionals
01.2022 - 01.2024
General Manager Hospitality Services
Bupa Australia Aged Care
04.2019 - 10.2022
General Manager Hotel Services
Uniting Age Well
07.2015 - 03.2019
Manager of Support Services
Ashfield Baptist Homes
03.2015 - 06.2015
General Manager of Catering
Ballarat Health Services
01.2013 - 01.2015
Facility Services Manager
Prince of Wales Private Hospital
01.2009 - 01.2013
Company Owner & Director
Caterer’s Corner
01.2003 - 01.2008
Degree in Business Management -
Charles Sturt University
Degree in Human Resource Management & Industrial Relations -
University of Sydney