Aramark (NYSE: ARMK) is in the customer service business across food, facilities and uniforms, wherever people work, learn, recover, and play. United by a passion to serve, our more than 270,000 employees deliver experiences that enrich and nourish the lives of millions of people in 22 countries around the world every day. Aramark is recognized among the Most Admired Companies by FORTUNE and the World’s Most Ethical Companies by the Ethisphere Institute. Learn more at www.aramark.com or connect with us on Facebook and Twitter.
Aramark Healthcare is a leader in providing food, facility, clinical technology and senior living services to nearly 1300 healthcare organizations throughout North America. Our presence is felt throughout the entire healthcare continuum, from patients, visitors and residents, to nurses and physicians. That's why we believe our people are truly our greatest asset. And it's why we're committed to creating an internal culture where the best people want to work - with a dedication to diversity, exceptional career development, competitive benefits and compensation, and generous community initiatives that make a difference.
Bethany Care Society operates six multi-level care centres in Airdrie, Central Calgary, Northwest Calgary, Cochrane, Red Deer and Didsbury where we staff and manage their Support Services. Providing Food, Housekeeping and Laundry services to over 1000 residents.
The Resident Experience Manager will be the catalyst for change and responsible for improving the Resident/Family experience.
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 Bethany sites.
Assists in Administering Resident & Family Satisfaction surveys.
Fosters and develops positive client relationships.
Facilitation of collaboration between Bethany and Aramark to provide
Key position in co-crafting the overall resident experience Culture. Supporting the overall Bethany and Aramark Collaborative Vision.
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.
Above based on observations and feedback from residents, families and staff (Aramark and Bethany).
Exemplifying an Objective point of view.
Facilitate development and implementation of QI action plans to
Holding Aramark and Bethany 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 Bethany to ensure the best satisfaction in resident experience.
Ability to course correct activities.
Minimum schooling or formal training for a new person on the job:
Excellent communication skills both verbal and written. Ability to actively listen or the ability to pivot unhelpful conversations to more productive ground.
Professional appearance and demeanour.
Food Safety Training, WHIMIS certification.
Post Secondary Diploma/Degree
Previous Experience Required:
3-5 years experience in a Healthcare, Hotel or Hospitality setting. A people person with the ability to detach themselves from situations and to remember that it is usually not personal. Maintaining a level head in stressful situations.
Public Services and/or Customers Service experience. People centric focus with the ability to adapt to changing situations.
Special skills/training needed to perform job or operate equipment:
Microsoft Word, Excel, Power Point working knowledge