Taylor’s Hostel Management believes in providing more than just a place to stay but more importantly a place where residents feel at home. Through our integrated R!SE Residential Living Program, we deliver a holistic living experience that addresses the emotional, physical, social and intellectual wellbeing of all our residents. Our award-winning model makes us a leader in the student accommodation industry.

The Resident Experience and Welfare Team’s mission is to nurture a resilient resident community by offering residents opportunities for personal growth and intellectual development through this program. 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, nurturing community engagement, delivering the R!SE Residential Living Program and maintaining operational efficiency to create a safe and inclusive living environment for our residents. Key responsibilities include ensuring resident welfare, managing administrative and operational duties, running and promoting a vibrant community culture in alignment with the four R!SE psychosocial pillars of well-being: Physical, Social, Emotional, and Intellectual.

KEY RESULT AREAS / RESPONSIBILITIES

Resident Well-being & Support:

• Run proactive check-ins and support for new residents.
• Conduct validated screening assessments (e.g., MHI-5 pulses) where assigned to, prioritising wellbeing of residents; track outcomes and close the loop.

• Attend to student issues, addressing concerns immediately for high-priority matters.

• Lead incident response (medical, conduct, distress), handle the case and work together with the Manager to resolve.

• Provide immediate support and resources during crisis, including health emergencies, facility-related incidents, and interpersonal conflicts.
• Manage the Resident Buddy system and coordination.
• Support all residents where required in terms of their wellbeing and areas where they needed assistance.
• Ability and willingness to support residents 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 and Assistant Manager to design, facilitate, and execute the R!SE Residential Living Program events that promote physical, social, emotional, and intellectual well-being.
• Manage the end-to-end event coordination including but not limited to facilitator guide, run-of-show, slide deck preparation, logistic coordination, invitation and registration, activity sheets, program evaluation and on-site duty – working closely with the Marketing team to ensure clear messaging, collateral, and brand alignment and the Resident Experience & Welfare Team to deliver the events.
• Champion a culturally enriching environment through diverse and impactful events representing the entire resident community, as per the event calendar.
• Conduct post event evaluation report (attendance, budget, feedback) and submit the report with insights and next-step recommendations.
• Mentor junior resident buddies and resident helpers and 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 processes and requirements, 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.
• Ensure all residents are well aware and informed of the rules & regulations in the Resident Handbook.

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.
• Work together as a team on all operational duties as follows but not limited to; check-in and out processing, room inspections, room readiness, orientation, Open Days on-site duty, announcements to residents and coordination of maintenance issues.
• Duties of the above to be extended to off-campus accommodation under Taylor’s Residence.

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 dashboard.
• Ensure compliance with residence policies, handbook, 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 and work coordination between the residence team and other departments (e.g., maintenance, finance, marketing, counselling services) through documentation and reporting.
• Record and report resident feedback to the Resident Experience Manager and Assistant Manager 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, Events Management or a related field; minimum 3+ years’ working experience in student housing, higher education, hospitality, youth work, event management or community programs.
• 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 and Chinese language will be an added advantage.
• Proficiency in multicultural communication and sensitivity to diverse student needs and backgrounds.
• Fun, enjoy organising and running events for a young community.
• Experience in peer-to-peer mentoring or coaching would be an advantage.

Requirements

• Able to live-in at the Taylor’s Residence. Accommodation is provided.
• Availability during duty rotations; 24/7 on-call per roster.

• 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.