Manager, Resident Experience

Centrally located in Port Coquitlam, Mayfair Terrace Retirement Residence invites you to marvel at its mountain views and scenic walking trails. Explore the outdoors and the many wooded trails, or join us for a class in the leisure studio. Whether you like fresh air, or the indoors, we have plenty of activities to keep you busy. Read a good book by the fire, start a bridge club with new friends, sharpen your green thumb while planting in the greenhouse, or create something new in the craft kitchen. Whatever you’re into, this is the sort of place where every day has something new to offer.

Full Time Sunday to Thursday - 9:00AM - 5:00PM
- If you’re passionate about leading a team that is, committed to the Team Member Experience and driven by innovation and growth, then join us
The Resident Experience Manager is a critical role within our communities as it impacts the lives of residents through the strong leadership and motivation of Sienna team members.
As a Resident Experience Manager, your typical day will impact the following ways:

- Provides direction to the Concierge team to ensure residents and families receive excellent customer service at the point of entry to the building.
- Plans, schedules and implements a full range of lifestyle programs supporting the mind, body and spirit using a facilitative leisure services model and zest for life principles, in consultation with residents.
- Identifies and encourages opportunities for residents to share special skills or knowledge with others, inside and outside of the residence.
- Reviews and evaluates the recreation programs relating to the physical, emotional, social, intellectual, spiritual and leisure expectations and wishes of the residents.
- Prepares a newsletter and leisure calendar monthly which includes special events, outings and community linkage.
- Communicates and promotes the activities of the department to residents, staff, families, volunteers and the community to encourage collaborative participation in programs.
- Provides a safe and healthy leisure environment for residents and volunteers.
- Participates in initial orientation of residents and assesses their interests and activity needs. Maintains awareness of changes in the needs of residents in order to modify programs.
- Participates in the leadership team structure to support the ongoing evaluation of operational systems and department’s progress and effectiveness.
- Implements and maintains practices and processes to ensure the efficiency and effectiveness of the Concierge team.
- Participates in departmental budget preparation and manages ongoing expenses.
- Maintains departments’ petty cash and country store cash transactions.
- Orders and maintains departments’ supplies and orders country store supplies, sets prices, controls inventory and maintains sales records.
- Demonstrates personal attributes and communication skills that foster teamwork and customer satisfaction at all times and monitors staff performance in relation to both.
- Leads and manages the recruitment, selection, orientation, development and performance management for all Lifestyle and Concierge team members.
- Supervises the use of company transportation including driving qualifications and schedules.
- Provides staff with multidisciplinary in-service programs and ongoing education on lifestyle concepts and new leisure programs.
- Maintains a positive image of the residence through ongoing communications with the community and local media (press releases to be handled through corporate marketing).
- Coordinates the volunteer and student placement program for the residence, including recruitment, orientation, directing job assignments, recognition and evaluation of volunteers.
- Participates in sales marketing functions in cooperation with the Retirement Counsellor.
- Performing other duties as assigned.

Must haves:

- Diploma in Recreation/Leisure Studies coupled with Gerontology courses.
- 3-5 years’ experience in recreation planning for seniors.
- Experience leading a team and managing resources.
- Exceptional customer service skills.
- Ability to maintain budget and quality standards.
- Strong motivational and communication skills required.
- Computer proficiency in Word and PowerPoint is required.
- Valid driver’s license (Class F (Ontario) Class 4 (BC)).
- Current CPR certificate and First Aid.
- Must be able to set priorities and meet time and calendar deadlines as workload may fluctuate as resident needs and occupancy change.
- Must be committed to a multi-disciplinary teamwork approach and demonstrate an ability to work through collaboration, joint decision making, and facilitated leadership strategies.
- All applicants must successfully pass the prescribed Criminal Records Check.

Bonus points for having:

- Certified Fitness Instructor such as CanFitPro Certification or willing to certify within one year.

Act upon your desire to help others and Join Sienna Senior Living as we continue