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Title:  Resident Experience Manager- Healthcare

Requisition #:  340580
Location: 

Calgary, AB, CA, T2N1C6

Career Area:  Professional & Management
Description: 

Job Description

Resident Experience Manager for Aramark (Calgary and surrounding area)

Aramark Canada are hiring in Calgary. If you have a passion for people, service and safety then this could be the role for you. 

 

What’s the role? 

As Resident Experience Manager for Aramark, your role will be to focus on the hospitality experience for residents who call our locations home. 
This will be delivered by reviewing service programs for food, housekeeping and hospitality services and then measuring the direct impact that they have on residents. Working with our management team you will look to build a program that delivers world class service to everyone we serve.

If you have a background in customer service or quality assurance this could be the role for you.

 

Why work for us?

•    Great career opportunities across Canada
•    An ability to make a difference in seniors lives every day 
•    Working schedule - Monday to Friday with flexible hours
•    Great work Life balance
•    Yearly paid vacation plus paid STAT Holidays
•    Health & Dental Benefits
•    Employer matched pension program
•    Guaranteed full time hours
•    Recognition programs
 

Apply to this job if you:

•    See yourself as a people leader who can influence and support a team in delivering constant improvement     
•    Demonstrate a passion for people and service and would like to make a difference in the lives of seniors 
•    Have experience in customer service and bring the highest standards in service 
•    Have a passion for great food
•    Want to be part of a management team and develop and deliver service programs 
•    Enjoy working in a diverse team in a fast-paced environment
•    Are able to engage others and develop high performance within your team
•    Have strong presentation, IT and people skills
 

Who are we?

Aramark Healthcare is a leader in providing senior living services to nearly 1300 healthcare organizations throughout North America.  Our presence is felt throughout the entire healthcare continuum, from patients, visitors and residents, to nurses and physicians.  That's why we believe our people are truly our greatest asset.  And it's why we're committed to creating an internal culture where the best people want to work - with a dedication to diversity, exceptional career development, competitive benefits and compensation, and generous community initiatives that make a difference.

 

Job Responsibilities

 

  • Focused on ensuring that seniors living in our facilities receive the highest quality of hospitality every day
  • Development of tools to measure overall satisfaction with food and housekeeping services across 7 locations
  • Developing and delivering training programs for staff who directly engage with seniors in our facilities
  • Meeting with residents and families to understand their concerns and supporting the hospitality team with dealing with issues
  • Assists in Administering Resident & Family Satisfaction surveys.
  • Measure survey outcomes and look at opportunities to improve 
  • Research industry best practices and bring forward enhancements to programs that will improve seniors satisfaction
  • Auditing services and developing action plans with hospitality managers
  • Present to senior executives on hospitality services and future plans for improvement 
  • Supporting hospitality services as required
     

Key outcomes of the role (how we will measure success)


•    Deliver annual satisfaction results in line with KPI targets
•    Annual occupancy levels meet expected targets
•    Client satisfaction scores meet company targets 
•    Annual staff engagement surveys meet organization targets
 
 

Qualifications

 

Key expectations of role (things you must be able to do):

•    Must be able to drive with own car (travel 10% of time)
•    Must have excellent English language skills both oral and written
•    Must be able to attend meetings across locations 
•    Good to great IT skills in Outlook, PowerPoint, Word and Excel
•    Must be willing to train, coach and influence at all levels of the organization
 

Qualifications:

•    Preferable degree level education in hospitality, business or a Healthcare field 
•    Excellent communication skills both verbal and written. Ability to actively listen or the ability to pivot unhelpful conversations to more productive ground.
•    Professional appearance and demeanor.
 

Previous Experience Required:

•    3-5 years experience in a Healthcare, Hotel or Hospitality setting. A people person with the ability to detach themselves from situations and to remember that it is usually not personal. Maintaining a level head in stressful situations.
•    Public Services and/or Customers Service experience. People centric focus with the ability to adapt to changing situations.
•    Special skills/training needed to perform job or operate equipment:
•    Microsoft Word, Excel, Power Point, Canva working knowledge
•    Marketing experience
 

WORKING CONDITIONS

In a Senior Living operation, you are working with senior residents or individuals with physical and mental disabilities / challenges. Individuals who are successful in this environment are folks who have high threshold of patience, ability to maintain a calm and positive attitude and who loves to take care of people.
 
Senior Living operations do not shut down for bad weather conditions, these operations are working 24/7 – 365 days. The role is based in location and suitable office spaces will be supplied. Expectation will be 100% on site for this position 
 

ACL123

Education

Bachelors preferred

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food, facilities, and uniform services in 19 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on FacebookInstagram and Twitter.