Job Description

Location

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Stanthorpe QLD

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Work Type

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Permanent Full-Time

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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

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Resident Experience Manager

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This is an exciting leadership opportunity 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.

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About The Role

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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.

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Key Responsibilities

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Resident Experience & Service Delivery

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- Lead and continuously improve the overall resident experience across all non-clinical services
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- Ensure hospitality, lifestyle, environmental, and maintenance services meet organisational standards
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- Promote a welcoming, safe, and engaging environment that supports resident wellbeing and independence
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- Respond to resident and family feedback to continuously improve service quality
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- Ensure compliance with the Aged Care Quality Standards and organisational policies
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Leadership & Operations

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- Lead, coach, and develop multidisciplinary teams across hospitality and resident services
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- Manage staffing, rostering, budgets, and operational resources effectively
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- Build strong relationships with residents, families, staff, and external service providers
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- Drive a culture of continuous improvement, accountability, and teamwork
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- Monitor service performance and implement initiatives to enhance resident satisfaction
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Compliance & Quality

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- Ensure compliance with workplace health and safety, infection prevention, and risk management requirements
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- Maintain accurate operational documentation and reporting
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- Support accreditation activities and quality improvement initiatives
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- Participate in organisational projects and strategic planning as required
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About You

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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.

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Key Selection

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Criteria Essential

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- Previous leadership experience within aged care, healthcare, hospitality, hotels, retirement living, or a similar service environment
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- Demonstrated experience leading multidisciplinary teams
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- Solid operational, people management, and organisational skills
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📌 Resident Experience Manager (Mackay)
🏢 Troocoo
📍 Mackay