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Boutique Hotel Operations Manager
3 months ago
Company Overview
The Evergreen Hospitality Group is one of BC’s largest family-owned hospitality & tourism groups. We currently operate more than 20 properties in some of the most beautiful parts of British Columbia, from Vancouver Island (Victoria, Nanaimo, Parksville, Courtney, and Ucluelet), to the Lower Mainland (Burnaby, Langley, Abbotsford), to the Sunshine Coast (Sechelt, Halfmoon Bay).
Job Description
We are looking for experienced hospitality professionals to join our team, with openings at multiple Evergreen properties on Vancouver Island and the Sunshine Coast. The Operations Manager is a key guest-facing role that provides hands-on leadership by role modelling outstanding customer service, coaching in-house staff, overseeing hotel operations, maximizing guest satisfaction, and driving overall business performance.
The Operations Manager will have significant exposure to Evergreen’s senior leadership team, with the opportunity to take on as much responsibility as they can demonstrate capability for.
The scope of responsibilities for the Operations Manager includes:
- Oversees day-to-day operations at the property, including front-of-house and back-of-house functions such as Guest Services, Housekeeping, Maintenance, Events, and Group business
- Plays an active role in front desk operations (50-80% of time), providing top-notch service to maximize customer satisfaction and setting the bar for other staff to emulate
- Reinforces our overall service culture by role modeling best practices, providing guidance / feedback to staff, and offering individual coaching when needed
- Handles complaints, settles disputes, resolves conflicts, and otherwise manages all escalations
- Serves as primary point of contact for group business (e.g., sports teams, corporate accounts, etc.) to coordinate logistics and deliver an exceptional guest experience
- Monitors all aspects of the physical property (common spaces, on-site amenities, rooms, landscaping, etc.) to maintain quality standards and proactively identifies opportunities for improvement
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction; works with other departments (Housekeeping, Maintenance, etc.) to improve current practices
- Manages staffing / scheduling across all departments at the property
- Ensures regular communication with employees to create awareness of business objectives, align on expectations, and recognize performance
- Develops a thorough understanding of the competitive landscape to ensure our property is effectively positioned in the market
Evergreen is an equal opportunity employer. We are committed to diversity, inclusion, and equitable access to opportunities. Accommodations are available upon request for candidates taking part in the selection process.
Skills and qualifications
- About You: You are an experienced hospitality professional with a can-do attitude. Your customer service & attention to detail allow you to deliver exceptional guest experiences, and your leadership skills enable you to build a high-performing team. You are self-motivated and continuously strive to exceed expectations. You always act with integrity and seek to lead by example.
- Customer Service: Outgoing personality with a passion for creating unforgettable customer experiences.
- Working style: Highly motivated work ethic and ability to work in a fast-paced environment. Strong initiative and expertise in the hospitality industry.
- People Management: Past experience with onboarding, training, and retaining a high-performing team. Strong interpersonal and communication skills to lead, influence, and encourage others.
- Industry Experience: Past experience as an Operations / Front Desk Manager (or similar management role) in the hospitality industry.
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