Location: Stanthorpe QLD

Work Type: Permanent Full-Time

Create Exceptional Experiences. Lead with Heart. Make Every Day Meaningful. Troocoo is proud to partner exclusively with a respected and well-established not-for-profit aged care provider to recruit an experienced

Resident Experience Manager.

This is an exciting leadership chance for someone passionate about creating exceptional experiences for older Australians. You'll oversee the delivery of high-quality hospitality, lifestyle, environmental, and support services, ensuring residents feel safe, valued, and truly at home while leading a dedicated multidisciplinary team.

About The Role

As the Resident Experience Manager, you will be responsible for the day-to-day leadership of resident lifestyle and hospitality services, ensuring exceptional service delivery across catering, cleaning, laundry, maintenance, and lifestyle programs. Working closely with the Residential Manager and clinical team, you'll foster a positive culture that places residents at the centre of everything you do.

Key Responsibilities

Resident Experience & Service Delivery

Lead and continuously improve the overall resident experience across all non-clinical servicesEnsure hospitality, lifestyle, environmental, and maintenance services meet organisational standardsPromote a welcoming, safe, and engaging environment that supports resident wellbeing and independenceRespond to resident and family feedback to continuously improve service qualityEnsure compliance with the Aged Care Quality Standards and organisational policies

Leadership & Operations

Lead, coach, and develop multidisciplinary teams across hospitality and resident servicesManage staffing, rostering, budgets, and operational resources effectivelyBuild strong relationships with residents, families, staff, and external service providersDrive a culture of continuous improvement, accountability, and teamworkMonitor service performance and implement initiatives to enhance resident satisfaction

Compliance & Quality





Ensure compliance with workplace health and safety, infection prevention, and risk management requirementsMaintain accurate operational documentation and reportingSupport accreditation activities and quality improvement initiativesParticipate in organisational projects and strategic planning as required

About You

You're a people-focused leader with a genuine passion for aged care and creating outstanding resident experiences. You thrive in a collaborative environment, enjoy mentoring teams, and are committed to delivering high-quality services that improve the lives of older Australians.

Key Selection

Criteria Essential

Previous leadership experience within aged care, healthcare, hospitality, hotels, retirement living, or a similar service environmentDemonstrated experience leading multidisciplinary teamsStrong operational, people management, and organisational skillsExcellent communication, relationship-building, and conflict resolution abilitiesSound understanding of customer service excellence and continuous improvementCurrent Australian Driver's LicenceFull Australian working rights

Desirable

Qualification in Health Services, Business, Hospitality, Aged Care, Management, or a related disciplineExperience managing hospitality, environmental services, or resident lifestyle programsKnowledge of the Aged Care Quality StandardsExperience with budgeting, workforce planning, and quality management systems

Compliance Requirements

National Police Check (or willingness to obtain)NDIS Worker Screening Check (or willingness to obtain)National Personal Insolvency CheckSponsorship is not available for this position

Why Join Our Client?

Join a values-driven organisation where compassion, respect, and excellence are at the heart of everything they do. You'll have the opportunity to lead meaningful change, empower dedicated teams, and create an environment where residents genuinely feel at home. In return, you'll enjoy a supportive workplace culture, professional development opportunities, and the chance to make a lasting impact every day.

📌 Resident Experience Manager (Queensland)
🏢 Troocoo
📍 Queensland