ASSISTANT DIRECTOR GENERAL
Résidence Le Waldorf
Location: Côte Saint-Luc, Québec
Reports to: Director GeneralStatus: Full-time
Position Summary
The Assistant Director General is a key member of the senior management team at Résidence Le Waldorf and serves as the principal support to the Director General in the overall administration and operation of the residence.
Working closely with the Director General and department managers, the Assistant Director General ensures the efficient day-to-day operation of the residence while maintaining a high standard of service, resident satisfaction, employee engagement, safety, compliance and financial performance.
The Assistant Director General is expected to be a visible and hands-on leader, regularly present throughout the residence, responsive to residents and families, and actively involved in supporting managers and employees.
In the absence of the Director General, the Assistant Director General assumes delegated responsibility for the day-to-day operation of the residence.
KEY RESPONSIBILITIES
1. General Operations
- Assist the Director General in the overall management and operation of the residence.
- Ensure that all departments operate efficiently and in accordance with established policies, procedures and standards.
- Monitor the day-to-day functioning of the residence and identify operational issues before they become significant problems.
- Coordinate communication between departments to ensure continuity and quality of services.
- Follow up on outstanding operational, maintenance, resident and employee issues.
- Participate in the development and implementation of policies, procedures and operational improvements.
- Ensure that decisions and directives from the Director General are properly communicated and implemented.
- Participate in management meetings and provide operational updates, recommendations and follow-up.
2. Resident Relations and Quality of Life
- Maintain a strong, visible and positive relationship with residents and their families.
- Respond promptly and professionally to resident concerns, complaints and requests.
- Ensure that resident concerns are documented, followed up and resolved in a timely manner.
- Conduct regular rounds throughout the residence to identify concerns relating to cleanliness, maintenance, food service, activities, safety and resident well-being.
- Promote a respectful, welcoming and inclusive environment for residents.
- Work with department managers to continuously improve the resident experience.
- Participate in resident meetings, committees and special events as required.
3. Human Resources and Staff Management
- Support the Director General and department managers in staffing, recruitment, orientation, training and employee retention.
- Supervise employees and managers assigned directly to the position.
- Promote accountability, professionalism and teamwork among employees.
- Ensure that schedules and staffing levels adequately meet operational requirements.
- Monitor attendance, punctuality, performance and workplace conduct.
- Participate in employee evaluations and disciplinary processes when required.
- Assist managers in resolving employee relations issues.
- Promote a positive workplace culture based on respect, communication and collaboration.
- Ensure employees understand and follow residence policies, procedures and health and safety requirements.
4. Management of Department Heads
- Work closely with the management team, including Nursing, Administration, Food Services, Maintenance, Housekeeping, Recreation and other departments.
- Establish clear expectations and ensure that managers follow through on assigned responsibilities.
- Monitor departmental performance and identify areas requiring improvement.
- Ensure that managers communicate effectively with one another and with senior management.
- Follow up on action plans and deadlines established by the Director General.
- Provide coaching, support and guidance to managers when required.
5. Compliance, Safety and Risk Management
- Assist the Director General in ensuring that Le Waldorf complies with all applicable Québec legislation, regulations and certification requirements governing private seniors’ residences.
- Assist with preparation for inspections, audits and regulatory visits.
- Ensure that deficiencies identified through inspections, internal reviews or complaints are promptly addressed.
- Monitor health, safety, emergency preparedness and infection-prevention measures.
- Ensure that incidents and accidents are properly documented and investigated.
- Participate in emergency response and business-continuity procedures.
- Ensure that staff understand emergency procedures and their responsibilities.
6. Financial and Administrative Responsibilities
- Assist the Director General with the preparation, monitoring and control of departmental budgets.
- Monitor operating expenses and identify opportunities to improve efficiency without compromising resident services.
- Review invoices, purchases and expenditures within delegated authority.
- Assist with purchasing and vendor management.
- Monitor service contracts and ensure that suppliers meet contractual expectations.
- Assist in monitoring occupancy, revenues, expenses and other key performance indicators.
- Identify opportunities to improve the financial and operational performance of the residence.
7. Maintenance and Physical Plant
- Conduct regular inspections of the building and common areas.
- Identify maintenance, cleanliness, safety and capital improvement requirements.
- Ensure that maintenance requests are properly prioritized and followed through to completion.
- Work closely with the Maintenance Department and external contractors.
- Monitor the condition of resident rooms, common areas, mechanical systems and exterior areas.
- Escalate urgent or significant building issues to the Director General immediately.
- Assist in planning and coordinating renovation, repair and improvement projects.
8. Communication
- Maintain effective communication between senior management, department managers, employees, residents and families.
- Ensure important information is communicated accurately and in a timely manner.
- Participate in staff meetings and management meetings.
- Assist with resident communications, notices and operational updates.
- Maintain confidentiality regarding residents, employees and business matters.
- Serve as a professional representative of Le Waldorf when dealing with residents, families, suppliers, professionals and external organizations.
9. Admissions, Occupancy and Resident Retention
- Support the Director General and administrative team in maintaining strong occupancy levels.
- Assist with tours and meetings with prospective residents and families when required.
- Ensure that prospective residents receive accurate information regarding services and accommodations.
- Assist with the transition and onboarding of new residents.
- Monitor resident departures and identify opportunities to improve retention and satisfaction.
- Work with the team to ensure vacant units are prepared and returned to market promptly.
10. Projects and Continuous Improvement
- Assist the Director General with special projects and strategic initiatives.
- Identify opportunities to improve processes, efficiency, service quality and resident satisfaction.
- Participate in the implementation of new technology and management systems.
- Develop and monitor action plans to address operational deficiencies.
- Measure results and report progress to the Director General.
- Encourage a culture of continuous improvement throughout the residence.
AUTHORITY AND DECISION-MAKING
The Assistant Director General is delegated appropriate authority by the Director General to manage day-to-day operational matters.
The Assistant Director General may:
- Direct employees within their area of responsibility.
- Resolve routine resident and operational issues.
- Coordinate departmental activities.
- Approve expenditures within established delegated limits.
- Implement approved policies and procedures.
- Take immediate action when required to protect the safety and well-being of residents, employees or the property.
Significant financial commitments, major personnel decisions, legal matters, major resident issues, regulatory concerns and strategic decisions must be referred to the Director General.
REPLACEMENT OF DIRECTOR GENERAL
When the Director General is unavailable, the Assistant Director General will assume responsibility for the day-to-day management and continuity of operations of Résidence Le Waldorf, within the authority delegated by the Director General.
The Assistant Director General will ensure that:
- Resident services continue without interruption.
- Managers have clear direction.
- Operational emergencies are addressed.
- Significant issues are communicated to the appropriate senior authority.
- Staff and residents receive appropriate support.
- Policies and established procedures continue to be followed.
QUALIFICATIONS AND EXPERIENCE
Required
- College diploma or university degree in administration, management, healthcare administration, hospitality, gerontology or a related field, or equivalent professional experience.
- Minimum of 5 years of management or supervisory experience, preferably in a seniors’ residence, healthcare, hospitality, property management or related environment.
- Demonstrated experience managing employees and working with multidisciplinary teams.
- Strong organizational and problem-solving abilities.
- Excellent interpersonal and communication skills.
- Strong computer and administrative skills.
- Ability to work effectively in a fast-paced environment and manage competing priorities.
- Fluency in French and English, both spoken and written.
Assets
- Experience working in a private seniors’ residence (RPA).
- Knowledge of Québec’s RPA regulatory and certification environment.
- Experience working with unionized employees.
- Experience with payroll and scheduling systems.
- Experience with resident-management software.
- Experience with budgeting and financial administration.
- Knowledge of occupational health and safety requirements.
- Experience managing building maintenance and contractors.
LEADERSHIP COMPETENCIES
The successful candidate will demonstrate:
- Leadership and accountability
- Strong judgment and decision-making
- Resident-focused service
- Excellent communication
- Problem-solving and initiative
- Organization and attention to detail
- Ability to manage multiple priorities
- Team building and employee engagement
- Professionalism and discretion
- Financial and operational awareness
- Conflict-resolution skills
- Commitment to continuous improvement
Most importantly, the Assistant Director General must demonstrate a genuine commitment to creating a safe, respectful, well-managed and welcoming environment for Le Waldorf’s residents and employees.
PERFORMANCE EXPECTATIONS
Performance will be evaluated based on the individual’s ability to:
- Maintain efficient day-to-day operations.
- Improve resident and family satisfaction.
- Support and strengthen the management team.
- Maintain employee accountability and engagement.
- Ensure regulatory and operational compliance.
- Resolve problems quickly and effectively.
- Control operating expenses and support financial objectives.
- Ensure maintenance and operational issues are followed through to completion.
- Maintain effective communication throughout the residence.
- Successfully implement projects and continuous-improvement initiatives.
- Provide dependable leadership in the absence of the Director General.
This job description is intended to describe the principal responsibilities and expectations of the position. Duties may be modified or expanded as operational requirements evolve.
Work Location: In person
