Manager, Hospitality & Resident Experience

Location: Burnaby, BC

Salary: $90,000 to $120,000, plus performance bonus | Full-time

Executive search conducted by WMC

At Rideau Retirement Residence in Burnaby, every day should feel like home. Rideau is not a facility; it is a home and a community, where long-serving staff know residents by name and life does not slow down. Owned and operated by Chalmers Foundation, a private, self-funded not-for-profit established in 1970 and committed to affordable senior living in the Lower Mainland, Rideau offers independent and assisted living to more than 100 residents. With significant investment in the building underway and plans for a second residence in the years ahead, the Foundation is creating a new leadership role to bring hotel-calibre hospitality to everyday life at Rideau.

As the first Manager, Hospitality & Resident Experience, you will have the rare opportunity to build hospitality standards from the ground up, shaping the service, culture and experience that make every resident feel welcome, well cared for and at home.

The Role

Reporting to the Chief Executive Officer, you will lead Recreation, Concierge, Housekeeping and Kitchen Services, with the managers of each area reporting to you. You will set the resident experience and hospitality strategy, define clear service standards for every resident-facing department, and put in place the procedures, training and quality controls that deliver a consistent, high-quality experience on every shift.

You will begin by getting to know residents, staff and the rhythm of daily life at Rideau before leading the changes that will shape the resident experience. You will lead culture change through coaching and visible, hands-on leadership, working within a collective agreement and alongside colleagues in Sales and Marketing, Wellness and Building Services. You will build strong relationships with residents and families, oversee dining, programs, events and the move-in experience, and partner with Sales and Marketing so that prospective residents experience Rideau's hospitality from their very first visit.

The role is responsible for developing and managing departmental budgets, administering resident agreements and supplier terms, and reporting on results to the CEO and Board. You will receive regular coaching and support from the CEO as you become familiar with the regulatory framework for independent and assisted living in British Columbia.

This role matters because the details matter: a warm greeting at the front desk, a favourite meal remembered, a celebration that brings families together. You will shape the moments that make residents feel known, respected and at home, and you will see the difference you make every day.

The Ideal Candidate

You are a hospitality leader who brings structure, warmth and drive in equal measure. You genuinely enjoy working with older adults and their families, and you have the systems and discipline to turn service standards into everyday practice. You are a patient, process-oriented change leader with a sense of humour, who leads by example and is comfortable lending a hand in a close-knit residence where everyone pitches in.

You will bring:

• A diploma or degree in Hospitality Management, Business or a related field, or an equivalent combination of education and experience

• At least five years of leadership experience in hospitality, guest services or customer experience, in settings such as hotels and resorts, cruise lines, private members' clubs, restaurants or senior living

• Significant people management experience, ideally five years or more

• A track record of developing service standards, operating procedures and quality systems, and of building a service culture

• Sound operational financial skills, including budgeting, cost monitoring and reporting, along with strong administrative and contract management skills

• Excellent written and verbal communication skills

Experience in senior living, in a unionized environment, in food and beverage management, or with BC's independent and assisted living regulations is an asset. Candidates from hotels and other hospitality sectors will be supported in learning the senior living environment. The successful candidate will require a satisfactory criminal record check, including a vulnerable sector check.

Compensation and Benefits

The salary range for this position is $90,000 to $120,000, plus a performance bonus starting at approximately 10% of salary. Chalmers Foundation also offers a comprehensive benefits package, including extended health and dental coverage, life insurance and long-term disability, along with 5% RSP matching and competitive vacation. The role works primarily weekday hours, with evening and weekend availability required only for emergencies.

If you believe hospitality is about how people feel, not just the service they receive, this is your chance to make a lasting difference in the lives of seniors and to grow with a Foundation that puts people first.

We welcome applications from all qualified individuals and are committed to an equitable and inclusive recruitment process.

How to Apply

Chalmers Foundation is partnering with WMC's executive search team on this meaningful engagement. If you are ready to take on this exciting opportunity, please apply here within. For more information, contact Max Mollineaux at WMC: maxm @ wmc.bc.ca.

For more information about Rideau Retirement Residence and Chalmers Foundation, please visit rideauresidence.ca.