Residential Experience Manager

Full-time | $110,000 + super

At Pathways Health Management, we believe aged care should be more than providing care — it should be about creating an environment where residents feel valued, respected, connected and truly at home.

We are looking for a passionate and highly capable Resident Experience Manager to lead the resident journey at our Cronulla residence and help us deliver an exceptional standard of service.

This is an opportunity for someone who combines genuine care with strong leadership, has a passion for hospitality and service excellence, and enjoys creating memorable experiences for residents and their families.

• $110,000 + superannuation

• An opportunity to shape and elevate the resident experience in a premium aged care environment

• Paid training and leadership development opportunities

• Access to scholarships and professional development initiatives

• Reward and recognition programs

• Mental health and wellbeing resources

• Staff events, conferences and organisational initiatives

• A supportive environment where your ideas and leadership can make a real difference

As the Resident Experience Manager, you will be the key point of contact for our residents, families, representatives and visitors.

You will oversee the resident experience from admission through to discharge, ensuring every interaction reflects our commitment to service excellence and the Pathways luxury residence standards.

You will lead and coordinate:

• Resident enquiries, admissions and settling-in experiences

• Resident liaison and personalised support services

• Dining and hospitality experiences

• Housekeeping and maintenance request services

• Resident discharge and transition experiences

• Special occasions, celebrations and milestone events

• Resident and family feedback and enquiries

• Complaints management, resolution and escalation

• Coordination of personalised services that enhance residents’ quality of life

You will work closely with our Administration, Catering, Housekeeping and Laundry teams, providing leadership, direction and support to ensure a consistent and exceptional resident experience across the residence.

We are looking for someone who is professional, warm, confident and genuinely passionate about people.

You will ideally bring:

• Relevant tertiary qualifications and experience in areas such as hospitality, tourism, events, leadership, customer service, sales or a related discipline

• Experience in aged care and/or health administration is highly desirable

• Previous experience in five-star hospitality or premium dining

• Strong leadership and people-management skills

• Excellent communication and interpersonal skills

• A polished, professional and approachable manner

• Strong organisational skills and attention to detail

• The ability to confidently manage resident and family enquiries, feedback and concerns

• A hands-on approach, with the ability to move between strategic planning and day-to-day service delivery

• A genuine commitment to creating positive experiences for residents and their families

You will ideally have an understanding of:

• Aged Care Quality Standards and accreditation requirements

• Work Health and Safety

• Infection prevention and control

• Complaints management

• Restrictive practices

• Serious Incident Response Scheme (SIRS)

• Relevant aged care legislation, policies and procedures

You may come from a five-star hotel, luxury hospitality, events, healthcare or aged care background.

What matters most is that you are someone who:

Leads with care.
You understand that every resident and family has different needs and expectations.

Sets high standards.
You take pride in presentation, service, communication and attention to detail.

Gets things done.
You are comfortable being hands-on and stepping in when needed.

Builds relationships.
You can connect naturally with residents, families, visitors and staff.

Handles challenges professionally.
You remain calm, respectful and solution-focused when dealing with concerns or complaints.

Thinks ahead.
You can develop and implement ideas that continuously improve the resident experience.

If you are passionate about hospitality, people and creating exceptional experiences, we would love to hear from you.

Join Pathways and play a key role in creating a residence where residents don't simply receive care they feel at home.