Job Description

JOB PURPOSE
Taylor's Hostel Management believes in providing more than just a place to live but more importantly a place where residents feel at home. Through our integrated Resident Living Programme, we deliver a holistic living experience that addresses the emotional, physical, social and intellectual wellbeing of all our residents. Our model makes us a leader in the resident hostel management industry.
The Resident Experience and Welfare Team's mission is to foster a resilient resident community by offering residents opportunities for personal growth and intellectual development through this programme. We envision our student residence as a vibrant community where residents feel safe, connected and belong.
The Wellbeing Ambassador plays a crucial role in supporting the overall well-being and satisfaction of residents at Taylor's Residence. This position focuses on student support, fostering community engagement, and maintaining operational efficiency to create a safe and inclusive living environment. Key responsibilities include ensuring resident welfare, managing administrative duties, and promoting a vibrant community culture in alignment with the four pillars of well-being: Physical, Social, Emotional, and Intellectual.
KEY RESULT AREAS / RESPONSIBILITIES
Resident Well-being & Support:

• Run proactive check-ins for new residents; triage concerns; provide Psychological First Aid; maintain PDPA-compliant notes.
• Apply validated screening signals (e.g., MHI-5 pulses) to prioritise wellbeing of residents; track outcomes and close the loop.

• Ensure prompt response to student issues, addressing concerns immediately for high-priority matters.

• Lead incident response (medical, conduct, distress): document and report it to the Manager.

• Provide immediate support and resources during crises, including health emergencies, facility-related incidents, and interpersonal conflicts.
• Ability and willingness to support students outside standard hours-including evenings, weekends, and public holidays-on a rostered/on-call basis as required.

Community Building:

• Collaborate with the Resident Experience Manager & Senior Wellbeing Ambassador to design, facilitate, and execute inclusive events that promote physical, social, emotional, and intellectual well-being.
• Develop end-to-end module packages-facilitator guide, run-of-show, slide decks, and activity sheets-in close collaboration with the Marketing team to ensure clear messaging, collateral, and brand alignment.
• Championing a culturally enriching environment through diverse and impactful events represent the entire resident community.
• Conduct post-mortems (attendance, budget, feedback) and submit a management closing report with insights and next-step recommendations.
• Mentor junior resident buddies and resident helpers; run micro-trainings for resident buddies.
• Engage with other Wellbeing Ambassadors, the Student Resident Council, and residents to gather feedback and enhance the vibrancy of community activities.
• Support emergency preparedness protocols, ensuring resident awareness and engagement.
• Mediate conflicts involving residents or staff, ensuring fair and transparent resolution, with all incidents documented by residence policies.
• Consistently model exemplary conduct that reflects the RECIPE core values and actively promotes an inclusive, respectful community.

Operational Efficiency

• Conduct regular inspections of common areas, student rooms, and facilities to identify maintenance and cleanliness issues.
• Ensure timely acknowledgement and resolution of students' maintenance requests and complaints.
• Liaise with maintenance teams and external contractors to ensure timely repairs and facility upkeep.
• Ensure consistent adherence to safety protocols, including fire drills and emergency preparedness.
• Participate in and support team training sessions.
• Act as a designated Fire Warden or Safety Officer during shifts, ensuring proactive management of facility safety risks and emergency response procedures.

Administrative Duties

• Complete administrative tasks such as maintaining resident records, documenting incidents, and updating weekly documentation in a timely and accurate manner.
• Track Satisfaction and NPS Scores, MHI-5 bands, and incident trends; recommend targeted interventions through PowerBi.
• Ensure compliance with residence policies, data privacy regulations, and institutional guidelines.
• Record and manage student check-ins, check-outs, transfers, and assist with pre-boarding, onboarding, and off-boarding processes.
• Prepare and submit weekly reports on occupancy and disciplinary actions.
• Facilitate communication between the residence team and other departments (e.g., maintenance, finance, counselling services) through documentation and reporting.
• Record and report resident feedback to the Senior Wellbeing Ambassador and work collaboratively to provide solutions.
• Rostered nights/weekends and public holidays as required; periodic multi-site support; emergency callouts.
• Undertake additional administrative tasks delegated by management on an as-needed basis.

JOB SPECIFICATIONS
Minimum Qualification & Experience

• Diploma or Bachelor's degree in Counselling Psychology, Hospitality, Education, or a related field; minimum 3+ years' working experience in student housing, higher education, hospitality, youth work, event management or community programmes.
• Preferably certified in Psychological First Aid and holds a Train-the-Trainer qualification.

Competencies

• A team player with good working attitude.
• Committed to keep deadlines, accuracy of work and flexible to multi-tasking.
• Ability to work on own initiatives and under tight schedules.
• Ability to adapt to changes in work responsibilities and environment.
• Ability to handle difficult situations with tact and diplomacy.
• Strong interpersonal and oral/written communication skills.
• Competent & fluent in Microsoft Office, ie Sharepoint, Excel, Word, Power Point, Flow Charts and PowerBi.
• Possess a fluent command of English. Bahasa Malaysia & Chinese language will be an added advantage.
• Proficiency in multicultural communication and sensitivity to diverse student needs and backgrounds.
• Experience in peer-to-peer mentoring or coaching would be an advantage.

Requirements

• Live-in availability during duty rotations; 24/7 on-call per roster (accommodation provided).

• Proven experience working with students and a genuine passion for student development and wellbeing.
• Willingness to support outside regular hours (evenings, weekends, public holidays) on a rostered/on-call basis.
• Preferred: Prior involvement in CSR / community engagement projects (e.g., youth development, mental health, sustainability, outreach).
• High resilience and self-care discipline-able to manage work-related stress while supporting others compassionately and professionally.
• Strong stakeholder skills-works effectively with diverse communities (students, parents/guardians, colleagues) and can manage community dynamics constructively.

Skills Required