Service Experience Manager

Responsibilities:

• Drive service quality and client’s experience for excellent service outcomes.
• Implement and execute aged care work plans; oversee daily operations; establish work standards; monitor service quality and ensure smooth operation of the apartment for the aged.
• Organise and conduct research on resident living and activity services; tailor service management features based on residents’ characteristics and needs.
• Curate, establish and execute personalised service plans for every client including understanding their daily living habits and make provisions for services and/or activities to enhance their stay satisfaction.
• Conduct resident satisfaction surveys and reporting; implement improvement plans based on findings.
• Handle resident complaints and feedback; identify recurring issues and optimise service standards and workflows.
• Establish departmental SOPs; supervise staff implementation and inculcate continuous improvement culture.
• Evaluate service quality based on satisfaction assessments and continuously improve the service standards.
• Develop departmental training plans and organise relevant specialised training to improve service quality.
• Manage staff duty rosters, task allocation, and handovers within the department.
• Prepare and manage the department’s budget, ensuring expenses are controlled in accordance with the approved budget.

Requirements:

• Degree or Diploma in Hospitality Management, Healthcare Management or related fields.
• Minimum 5 years of relevant experience in hospitality fields, service related sector, assisted living, aged care organisations or hotel management preferred; with 3 years’ experience leading a team.
• Demonstrates a strong sense of integrity, with a warm and gentle disposition.
• Patient, hands-on, service orientated, compassionate and dedicated to serving and supporting elderly individuals.
• Excellent communication and interpersonal skills.