Resident Services Manager

Shannon Oaks | Vancouver, British Columbia, Canada | Full Time

The Opportunity

At Baptist Housing, each day is an opportunity to help seniors experience life well in supportive, vibrant communities. As part of our team, you'll find a fulfilling career in a collaborative environment where your growth and well-being are genuinely valued.

We're currently seeking a compassionate and capable Resident Services Manager to lead front-of-house operations and the Resident Services team at Shannon Oaks Vancouver an all-inclusive premier Independent Living Residence for seniors ensuring a seamless, welcoming, and efficient administrative and concierge experience for our residents and guests.

About The Role

As the Resident Services Manager at Shannon Oaks Vancouver, you will be the welcoming and professional presence at the heart of our community. In this key leadership role, you'll oversee reception and resident services operations, ensuring a high standard of hospitality and service. You will also lead, support, and inspire a dedicated team of Resident Services Assistants, helping to create a warm, inclusive, and well-organized environment for residents, families, and guests. You will work closely with the Administrator and collaborate across departments to ensure our community feels truly cared for and connected.

Key Responsibilities

• Deliver warm, professional reception services, responding to resident, family and visitor inquiries with care and efficiency

• Respond promptly to resident emergency calls

• Oversee resident service operations

• Schedule Resident Service Assistants to ensure 24hr service coverage

• Lead, mentor, and supervise the Resident Services team, conducting regular performance reviews and supporting team development

• Process monthly billing including rent, housekeeping, meal, and incidental charges

• Address resident and family inquires related to resident services and billing with clarity and respect

• Maintain confidential resident files and accurate tenancy records

• Support cross-departmental initiatives and assist with resident move-ins, move-outs, and transitions

• Monitor and manage office supply levels and inventory

• Support new resident onboarding

• Provide backup coverage for the Administrator, including participation in after-hours emergency response as needed

• Actively contribute to team meetings, events, and collaborative administrative projects

Requirements

• Exceptional interpersonal, communication, and problem-solving skills

• Post-secondary education in administration, hospitality, business, or related field is preferred

• 3–5 years of experience in administrative roles, preferably in hospitality, customer service, real estate, or non-profit sectors

• Leadership or supervisory experience

• Proficiency in Microsoft Office, with strong Excel and data entry skills

• Knowledge of billing and basic accounting practices

• A compassionate, service-oriented mindset with the ability to remain professional under pressure

• Comfortable making decisions independently and navigating complex resident needs

About You

You're compassionate yet clear, capable of handling complex conversations with both professionalism and kindness. You're a natural people - person with strong customer service instincts and a calming presence that builds trust with residents, families, and team members. You're confident and capable, able to hold your own in fast-paced situations without taking things personally. Professional, organized, and grounded in service, you lead by example and know how to create a welcoming atmosphere that makes others feel seen and supported.

Compensation & Benefits

• We provide a competitive compensation package with an annual salary ranging from $60,000 to $65,000.

• Your comprehensive benefits include employer-paid extended health and dental coverage, along with a generous four weeks of vacation.

• Additionally, we provide RRSP matching contributions and support for your ongoing professional development.

Baptist Housing Careers

Our Promise

At Baptist Housing, every day is an opportunity for you to help our seniors experience life well in supportive communities. As a member of our team, you can experience a fulfilling career while working in a collaborative environment where support for you is prioritized. Joining Baptist Housing means becoming a part of a committed and compassionate team that strives to create a warm and relational community where you can confidently bring your whole self to work, knowing that your contributions are valued and recognized. Our people and our values are what set us apart, and together we make a meaningful difference in the lives of our residents.

Why Work at Baptist Housing?

• Meaningful Service: Your work matters! You can make a real impact on the lives of our residents. Your role is both fulfilling and purposeful.

• Supportive & Fun Community: We're more than colleagues. Experience a supportive, safe and fun environment where we take our work seriously, but not ourselves.

• Recognition & Appreciation: Experience appreciation events and receive recognition awards through our team programs.

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