Director of Operations

1 week ago

Montréal, Canada Quality Montréal Est Full time

Provide support and assistance to the Front Desk, Housekeeping, Maintenance and Restaurant teams in the following areas:

• Develop, prepare, execute and carry out daily financial operations;

• Train staff to create a productive and efficient team;

• Ensure the quality of customer service, procedures and policies;

• Supervise daily administrative tasks: reception, housekeeping and restaurant including monthly inventory counts;

• Invoicing and Payroll processing;

• Complete assigned administrative work;

• Cover reception functions, depending on hotel occupancy and schedule;

• Plan, organize, supervise and control reception operations on a daily basis to ensure the quality of services in accordance with established standards, particularly those of the chain and customer satisfaction (GSS metric);

• Manage customer files that require special treatment including the sale of groups and the management of reservations in the PMS;

• Maintaining and verifying daily hotel and night audit reports including banking and deposit transactions. Weekly reports and monthly income reports as requested by PALM.

• Manage customer requests as well as complaints about the services offered by the accommodation sent by email, telephone, in person, by channel or by other means;

• Contribute to human resources management practices under his direction in terms of recruitment, reception and integration, training of reception staff (including Choice workshops), management of disciplinary measures, evaluation of performance and daily management of employees (timesheet, schedule, vacation, leave, etc.);

Carry out various administrative tasks related to accommodation, such as ordering items bearing the hotel identification, producing gift certificates, managing ticketing for packages, managing the membership card, manage “CP” programs, manage PALM charity funds, manage parking, etc.;

• Handle all communications with the chain, particularly regarding standards to be implemented internally, inspections, customer satisfaction surveys (GEI), reports to be produced, etc.;

• Determine work methods and produce memos when a directive must be communicated to employees;

• Coordinate the various accommodation activities by collaborating, consulting and informing the housekeeper, the maintenance team, the coordination team, the restaurant team and hotel management.

• Perform the same tasks as subordinates as needed.

• Any other functions associated with the responsibilities of the Operations Supervisor including, but not limited to the list mentioned above.

TRAINING AND EXPERIENCE

• DEC in hotel management or tourism or equivalent experience;

• Four (4) years of experience in the hotel or other field, including two (2) years in supervision or personnel management.

SKILLS AND OTHER REQUIREMENTS

• Have an excellent command of spoken and written French;

• Have worked with at least one hotel software; ChoiceAdvantage a plus;

• Knoweldge of Payworks and Sage/Beanworks applications or similar applications;

• Have a concern for excellence in customer service;

• Have excellent interpersonal and team management skills;

• Have significant decision-making and problem-solving skills;

• Have a great sense of responsibility and organization;

• Have an eye for detail and a good ability to manage stress;

• Demonstrate great availability and flexibility in your schedule, Full-Time role Sunday through Thursday.

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