1+ months

Resident Experience Manager -Food & Facilities

Aramark
Mississauga, ON L5M
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Overview

At Aramark Canada, our people are important to us. Our 14,000+ team members coast to coast; deliver experiences that enrich and nourish thousands of lives every day through innovative services in food, facilities and uniforms. To show our employees how much we appreciate their efforts, we do everything we can to make sure they feel included, supported and encouraged. Aramark Canada proudly partners with world class post-secondary institutions, world renowned hospitals, major league sports venues and leading global businesses.  As part of a global team that spans 19 countries and has over 200,000 team members; we strive to achieve a safe, diverse and inclusive workforce that our employees can be proud of.

Learn more at www.aramark.ca

Description

 

The Resident Experience Manager is a key differentiator role in our fast paced, Senior Living Services (SLS) Division. You will drive the resident experience, by supporting an engaged workforce to deliver service excellence.  The role is primarily responsible for leading the transformational journey towards a system-wide culture of service excellence and hospitality. Working with the locations we serve, The Resident Experience Manager will develop programs and strategies to achieve excellence in positive resident and family experiences throughout all of the departments managed by Aramark.

 

Job Summary

The Resident Experience Manager will:

Support growth through:

  • Driving change that results in profitable base business growth for the unit and for our clients
  • Collaboration with the Growth Team via participation in sales proposals for new business
  • Supporting the implementation of the Account Growth Plan tactics
  • Raising Aramarks company profile in Senior living professional associations (OLTCA, CSNM, ACCA, BCCPA, CHES, IPAC Canada, OHHA, etc.)

In collaboration with Operations, support client retention through:

  • Participation in Client Business Reviews and Operational Reviews related to Quality
  • Engaging with client management initiatives maintaining effective client and customer relations at all levels of the organization
  • Driving the overall vision of \u201cBest Experience/Quality of Life\u201d for residents and families so that satisfaction scores exceed annually set targets. Strategies and tactics to improve the experience include:
    • Performance Management
      • Monitoring and benchmarking the use of resident rounding at Aramark managed locations
      • Analyze the results of resident rounds (scores and verbatim comments)
      • Identify quality improvement opportunities and initiatives from resident and family feedback
      • Develop strategies to address concerns or findings
    • Facilitate an engaged workforce though training
      • Develop and oversee all SLS service training and education, including but not limited to Aramark programs (WEST, SERVE, LEARN, EverSafe„¢ brand-strategy, as it relates to SLS) for hourly, management, and corporate employees.
      • This role will develop the service excellence program and training tools for leaders and front-line staff, as well as lead the national training delivery.
    • Operational Improvements:
      • Share \u2018Best Practices amongst sites
      • Identify opportunities for operational changes to improve the outcomes for residents
      • Ensures necessary training and support are provided to the unit and that brand standards are fully executed at all identified points of service, resulting in sustainable growth in sales, customer satisfaction and increased profits
      • Supports front line management with administration of marketing training and development programs for employees
  •  

Qualifications

  • University degree in a professional field (Hospitality, BBA, Nutrition, HR)
  • A Masters degree (MBA OR M.Ed) in a professional field is preferred
  • Professional Designation such as RD or RN an asset
  • Food Safety certification, Dementia Training and similar programs an asset
  • Minimum of (5) five years of related work experience of which a minimum of (3) three years in a leadership role
  • Related experience in a health system environment, Senior living preferred
  • Demonstrated success and proven ability to deliver on a culture of service excellence and hospitality for consumers, preferably residents, in a long-term care setting
  • Experience with Senior Living engagement processes and tools
  • Proven abilities in curriculum development and teaching of service excellence principles, culture development and performance improvement/management skills required
  • Demonstrated ability to lead team and organization in transformational change is required
  • A passion for customer service, a vision for success and a solution-oriented approach to execution are required
  • Superior influencing and relationship-building abilities as well as strong platform skills preferred
  • Excellent communication skills both verbal and written. Ability to actively listen with the ability to reframe unproductive conversations to drive positive outcomes
  • Professional, compassionate and caring demeanor

Please note all candidates considered for hire will be required to successfully pass a criminal background check. Accommodations for job applicants with disabilities are available upon request

 

 

Posted: 2021-08-11 Expires: 2021-11-22
Sponsored by:
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Resident Experience Manager -Food & Facilities

Aramark
Mississauga, ON L5M

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