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Operations Manager

2 months ago

Vald'Or, Quebec, Canada Quality Inn & Suites Val-d'Or Full time

Operations Manager sought to lead hotel operations, maximize guest satisfaction, and drive revenue growth.

The Operations Manager is responsible for directing the hotel's operations to achieve maximum guest satisfaction and revenue growth. In collaboration with department supervisors and employees, he/she ensures guest satisfaction and employee engagement. He/she acts on behalf of the General Manager in his/her absence.

Key Responsibilities:

  • Implement the company's action plan and policies and procedures.
  • Lead management meetings to align with operational strategy.
  • Manage multiple priorities and ensure the operations and continuity of the service.
  • Establish service standards based on industry best practices and maintain customer service excellence.
  • Ensure quality guest experience from reservation to final check-out.
  • Control inventory of supplies, products, and equipment and manage purchases.
  • Put operational procedures in place and maintain their application.
  • Assume responsibility for the maintenance, safety, and cleanliness of the facilities.
  • Ensure compliance with company policies and procedures.
  • Manage unforeseen and difficult situations, and put in place emergency measures to ensure safety.

Customer Service:

  • Monitor customer satisfaction and develop action plans to close gaps.
  • Ensure successful customer service recovery procedures.

Sales & Marketing:

  • Grow existing accounts and generate new business to meet or exceed sales forecasts.
  • Collaborate in the development of price and promotion strategies.

Human Resources Management:

  • Anticipate and take initiative in terms of workforce needs.
  • Collaborate with HR and department supervisors to recruit, hire, welcome, integrate, and train staff.
  • Set team performance goals and evaluate results.
  • Support supervisors in employee management.

Reports to:

  • General Manager

Supervises:

  • Head Housekeeper
  • Front Desk Supervisor
  • Maintenance Attendants
  • Breakfast Attendants

Qualifications:

  • Five (5) years of hotel experience, including supervisor experience.
  • Knowledge of hotel operations.
  • Computer and hospitality software knowledge.

Characteristics and Abilities:

  • Good management of priorities.
  • Communication and leadership skills.
  • Bilingualism, French and English.

Work Schedule:

The work schedule is usually Monday to Friday and is on a day shift. A function that involves a suggested schedule of 40 hours/week and sometimes requires work during the weekend and in the evenings or holidays. Available on call depending on emergencies.