Resident Services Manager

4 days ago

St Catharines, Canada Sienna Senior Living Full time

We are Sienna Senior Living, a publicly traded company (TSX:SIA), and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services, and housing in Retirement and Long Term Care to seniors/residents and their families. We believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling lives with the utmost comfort, dignity, and respect.

At Sienna, we empower our 12,000 team members to help residents live the life they desire and deserve. We provide our team members with the tools and support to deliver excellent clinical care and elevate the resident experience through choice, personalization, and community engagement.

If this resonates with you, please keep reading.

**What Sienna Offers**:
We are a purpose driven organization. We aspire to cultivate an environment and culture where team members feel valued, heard, and empowered to do meaningful work. We offer a number of programs and benefits that support team members’ financial, personal, and professional needs, including:

- A competitive salary and vacation package
- Health & Dental benefits program
- RRSP with employer match
- Share Ownership and Reward Program (SOAR)
- Employee Share Purchase Plan with company match
- Continuous learning and growth opportunities
- A welcoming culture that values diversity and differing perspectives, experiences, and beliefs

**What You’ll Be Doing**

You will be a welcomed member of the retirement team at **Waterford Barrie Retirement Residence**, working in a fast-paced environment where you will make a meaningful difference in residents’ lives. As a **Resident Services Manager**, you will be responsible for the oversight of services to provide exemplary customer service for the residents, family and team members. This role acts as an advocate for residents and liaise between departments to ensure continuity of service. This leadership approach leverages the skills and expertise of all team members to work together to provide shared leadership, problem solving, and resource allocation to support the care and delivery of optimal resident quality of service and care.

**How You’ll Succeed**:
**Customer Service**
- Promote positive customer service principles and practices with residents, staff and visitors at all times;
- Handles resident enquiries diplomatically, utilizing problem solving & complaint resolution skills and ensures all complaints are forwarded to the General Manager in writing;
- Supports marketing by welcoming visitors who have come for a tour and offering seating & refreshments should they have to wait for any time in the front lobby area;
- Supports the change process by providing positive messaging & clarification to residents/ families/staff.
- Promotes all service options during the course of communications to prospects and residents to address interest in same;
**Human Resources**
- Manages staff in accordance with policies, legislation and collective agreement;
- Responsible for recruitment, selection, orientation, supervision, development & performance management of the Concierge and Chauffeur/Driver team;
- Conducts annual performance appraisals and manages conflicts of staff if required;
- Develops and monitors concierge staff schedules & work assignments to maximize the effectiveness of resources;
- Maintains effective communication and good interpersonal relations with residents, families, visitors and other departments

**Marketing & Promotion**
- Responds to all sales enquiries (phone or drop in) using the script and directives provided by the Retirement Counsellor or designate;
- Collects all required information from enquiries and ensures that all messages /information are communicated promptly;
- Conducts mini tours in accordance with the policy of the home;
- Supports the Retirement Counsellor with clerical tasks related to creative follow up or computer support as requested;
- Promotes internal a la carte services to residents who demonstrate an interest or need to improve customer service with the intention of increasing revenues.

**Other Tasks**:

- Provides support to residents on a regular basis as required ie. re-direction, phone and verbal reminders;
- Oversees general reception / entrance area and ensures that it is tidy and welcoming at all times;
- Provides clerical and computer support to all managers as requested;
- Maintains accurate record keeping and updates all checklists, spreadsheets and reports as required;
- Provides residents and families with general information about services and upcoming events;
- Completes required records to support cash transactions related to the sale of guest and staff meal vouchers / tickets;
- Participates on committees as assigned & attends in service & educational sessions to remain current with internal & industry changes;
- Advises supervisor or designate immediately of all staff incidents that may result in an Occupational Accident Claim, any concerns with the physical p

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