Director of Operations

5 days ago

Montreal, Quebec, 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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