Resident Experience Manager

The Resident Experience Manager is responsible for developing and implementing meaningful programs and services to meet the social, physical, intellectual, emotional, vocational and spiritual needs of all residents. They will support the distinctive positioning and culture at the home through building strong relationships with organizations and associations in the local community and driving exceptional customer experiences within the home. They will also be pivotal to ensuring the smooth integration of new residents into the home. 

• Develop, implement, and evaluate diversified and meaningful programs.
  
  
  
  • Chartwell approved Programs within its six dimensions of wellness (i.e. social, physical, intellectual, emotional, vocational and spiritual needs).
  
  
  • Home-Specific programming aligned with the home’s distinctive positioning
  
  
  • Evaluate and enhance the resident experience with engaging and memorable programming,
  
  
  • Collaborate with the marketing team to develop events that support business plan,
  
  
  • Prepare and provide communication tools (newsletters, posters, notices, calendars, etc.) to internal and external customers.
  
  
  • Forecast, monitor, and manage department budgets.
  
  
  • Enhance fundraising efforts of the residence.
  
  
  • Lead, manage and enhance the volunteer programs.
  
  
  • Manage personalized concierge services and offers to residents
  
  


• Develop integration opportunities with the local community.
  
  
  
  • Develop and foster partnerships within relevant community groups. 
  
  
  • Promote and showcase the residence; Drive a strong social media presence by utilizing the residence's Facebook page and other social media platforms.
  
  
  • Utilize community resources to assist in providing recreation opportunities.
  
  


• Uphold exemplary standards in customer service
  
  
  
  • Supporting all aspects of the Chartwell Experience with residents and staff, including other members of the management team
  
  
  • Ownership of Chartwell’s experiential programs including Welcome to Chartwell and Club Chartwell
  
  


• As a member of the Residence Management Team: 
  
  
  
  • Supervise and lead team members. 
  
  
  • Provide payroll and any other employment related information in a timely manner, as required.
  
  
  • Understand and follow all health and safety policies and procedures (including residence’s fire, safety and Infection Prevention and Control). 
  
  
  • Work safely to reduce the risk of injury to self, staff, and residents; immediately report all actual or potentially hazardous situations. 
  
  
  • Be on the rotation for the Manager on Duty program to work some weekends. 
  
  
  • Communicate effectively and interact in a courteous and professional manner with internal and external customers. 
  
  
  • Collaboratively ensure the smooth operation of the residence. 
  
  
  • Participate as a member of the Resident Council, if applicable.
  
  

Education:

• Post-secondary education in recreation, gerontology, social work, hospitality, event management or equivalent experience with older adults.


• Class F License (or willingness to obtain) if applicable. 


• First Aid Certificate (training will be provided).

Experience:

• Minimum of 3 years' experience in community engagement, life enrichment, or a related role.

Skills & Abilities:

• Communication and relationship building – ability to interact and communicate with internal and external customers, ability to read and write effectively. 


• Customer experience oriented – with a goal towards exceeding customer expectations. 


• Organized – ability to plan and deliver programs in a timely manner. 


• Supervisory – ability to work with minimal supervision and supervise others if applicable. 


• Computer skills including proficiency in Microsoft Office.

Effort and Working Conditions

• Work involves some physical duties which may include bending, kneeling, reaching, standing, lifting, and carrying boxes for intermittent periods of time.


• Work requires cognitive effort associated with planning, organizing information, and interaction with internal and external customers.


• Work is performed wearing personal protective equipment as required.


• Some travel may be required


• Must be able to work occasional evenings and/or weekends