Title:  Resident Hospitality Excellence Specialist

About Aramark

At Aramark, we empower our people to create moments that matter through exceptional hospitality experiences. We serve more than a dozen industries with pride and passion, building community, connection, and careers all around the world. 

You'll be surrounded by some of the most innovative minds in the industry and powered by our shared mission to pursue what matters. Here, you'll have the opportunity to do great things for our people, our planet, our partners and our communities. We believe a career should develop your talents, fuel your passions, and enable your growth. Supported by committed leadership, you'll be empowered to try new things and find solutions to tough problems. No matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is to help you reach your full potential and pursue what matters.

Job Description

The Resident Hospitality Excellence Specialist is responsible for the overall leadership and acts as a key liaison to our client(s) for Aramark. Providing support and guidance to the operations team, ensuring hospitality excellence is achieved through all departments within our client locations. 

The position facilitates the alignment of goals, objectives and vision between Aramark and the Client(s), while acting as an advocate for residents and their families. The position will review existing service programs related to food, housekeeping, laundry, and all other hospitality services by measuring direct impact on the overall resident experience. 

Job Responsibilities

Resident and Family Engagement, Client / Aramark Collaboration and Quality Control

•    Focus on the overall resident and family guest experience via engaging front-facing activities
•    Participate in resident council meetings throughout all client locations
•    Conduct weekly observations audits for hospitality services and safety compliances
•    Develop tools to measure overall satisfaction with service delivery across all locations
•    Facilitates resident and family satisfaction surveys and conducts analysis of results to guide development of Quality Improvement Action Plans, opportunities and initiatives
•    Identify opportunities for improvement to enhance the wellbeing, satisfaction, and overall quality of life for residents,
•    Expand the use of technology and ongoing training to support quality support services. 
•    Hold both Aramark and the client accountable for mutually agreed experience actions
•    Assist in development, implementing, and monitoring Customer Service Standards
•    Attend, participate and aid in preparing client monthly reports and CBRs
•    Report Resident Connect Compliance on weekly management calls and attend all Safety calls

Operational Management Support Functions

•    Assist District Manager in managing the client and communication relations, in collaboration with site-level operations management teams, continually assessing operations and developing plans to provide optimal service
•    Lead Client Business Reviews, Innovations and Quality Initiatives
•    Develop Strategic Plan, utilizing and analyzing HQCA, Client Internal Survey and Resident Connect Data.
•    Develop Action Plan derived from Strategic Plan and hold accountability to FLMs to support partnership growth and operational stability and continuity 
•    Recommends service improvement and growth based on understanding of operational needs, capabilities, and contractual obligations.
•    Partner with assigned regional corporate support services leads as required, including but not limited to, Finance, Human Resources, Safety & Risk, Facilities, and Hospitality Excellence

Qualifications

•    Post Secondary Diploma/Degree
•    Minimum of 5-7 years of demonstrated success in leading projects and supporting people development, ideally in a healthcare / senior living or comparable residential environment (i.e. hotel accommodations)
•    Expertise in one or more of the following Hospitality Services sectors – Food Service, Housekeeping, Laundry Services, Facilities Management
•    Strong knowledge in the preparation of comprehensive operation budgets and financial monitoring, tracking, and reporting.
•    Strong knowledge in regulatory compliance - Public Health, Accommodations, HQCA, CCHSS – all federal, provincial and local authorities having jurisdiction
•    Expertise in Hospitality and Customer Service 
•    Superior communication skills (written, verbal and interpersonal.)
•    Bilingual considered an asset.
•    Working knowledge in leadership and operations management
•    Proficiency in Smartsheet and Excel
•    Some travel will be required.  
•    A valid driver’s license is required.   
•    Requires the ability to function in a routine office environment with frequent interruptions.  Requires physical coordination to use a keyboard or keypad on regular basis.  
•    This role may have physical demands including, but not limited to, lifting, bending, pushing, pulling and/or extended walking & standing.  This role may also require uniforms and/or usage of Personal Protective Equipment (PPE). 

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