• Resident Experience Manager

    Location CA-AB-Calgary
    Posted Date 3 weeks ago(2/5/2020 9:34 AM)
    Operational Excellence
  • Overview

    About Aramark
    Aramark (NYSE: ARMK) proudly serves Fortune 500 companies, world champion sports teams, state-of-the-art healthcare providers, the world’s leading educational institutions, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world.  Our 270,000 team members deliver experiences that enrich and nourish millions of lives every day through innovative services in food, facilities management and uniforms. We operate our business with social responsibility, focusing on initiatives that support our diverse workforce, advance consumer health and wellness, protect our environment, and strengthen our communities.  Aramark is recognized as one of the World’s Most Admired Companies by FORTUNE, as well as an employer of choice by the Human Rights Campaign and DiversityInc. Learn more at www.aramark.com or connect with us on Facebook and Twitter.



    Based in Calgary with travel across Southern Alberta The Resident Experience Manager will be the catalyst for change and responsible for continually improving the Resident/Family experience in Aramark health care operations. The ideal candidate will be a self-starter able to work to deadlines with significant experience in change management and project delivery. Only individuals who can show experience in driving sustained improvement in satisfaction will be considered


    Job Description:

    • Resident and Family Engagement:
      • Focused on the overall Resident/Family experience.
        • 70-80% Resident/Family Engaging and Facing.
        • Participate in resident council meetings. throughout all locations.
        • Assists in Administering Resident & Family Satisfaction surveys.
        • Fosters and develops positive client relationships.
    • Facilitation of collaboration between the client and Aramark to provide Service Excellence:
      • Key position in co-crafting the overall resident experience Culture. Supporting the overall vision for service excellence.
      • Driving the overall vision of “Best Experience” for residents and families. The goal that each facility scores 1% above HQCA family satisfaction survey provincial average.
      • Identify quality improvement opportunities and initiatives from Joint Resident and Family Satisfaction survey.
      • Identify and communicate areas of strength and areas for improvement to ensure optimal service delivery for those we serve.
      • Expand the use of technology to support quality support services, improve safety and optimize efficiency.
      • Exemplifying an Objective point of view focused on Resident Care
    • Facilitate development and implementation of QI action plans to address challenges/areas for improvement:
      • Incorporating Aramark Mission, Vision & Values in Program/Process development.
      • Holding Aramark and the client  accountable for mutually agreed experience actions.
      • Assists in developing, implementing & monitoring Customer Service Standards.
      • Conducting team huddles to address service issues, challenges and share complimentary feedback.
      • Conducting experience enhancement trainings. Aramark WEST Customer Service program, Service Recovery.
    • Evaluate and revise QI action plans as required:
      • Attend and Participate in client Quarterly Partnership Review.
      • Accountability for survey responses and data roll up.
      • Accountable to ensure working towards common goal with the client to ensure the best satisfaction in resident experience.
      • Ability to course correct activities.


    • Food service and hospitality back ground critical – ideally with guest services experience.
    • Experience with housekeeping procedures, practices an asset
    • Experience in a health care environment an asset.
    • Understanding of PIDAC Environmental best practices.
    • Understanding of regulatory issues such as WHMIS, OH&S, etc.
    • Experience Managing in a unionized environment.
    • Financial acumen.
    • Understanding of payroll, scheduling, etc.
    • Proficient in use MS Office software.
    • Mandatory Minimum Grade 12 – Preferred Post-Secondary Education in a Healthcare, Hospitality or Management field.
    • Minimum 2 year experience managing Environmental Services in Acute Healthcare setting.

    Please note all candidates considered for hire will be required to successfully clear a criminal background check as a minimum requirement before commencing employment. Accommodations for job applicants with disabilities are available upon request.

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