Boutique Hotel Operations Manager

2 weeks ago

Victoria BC, Canada Evergreen Hospitality Group Full time

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).

The Vic () has rapidly become one of Victoria’s top boutique hotels. As a member of the Ascend Hotel Collection with Choice Hotels, The Vic offers unique, upscale accommodation with family-friendly amenities, accompanied by Evergreen’s signature top-tier customer service. Join our team to help us share the natural beauty, rich history, and vibrant culture of Victoria with our valued guests.

Job Description

We are looking for an experienced Operations Manager to play a key guest-facing role at The Vic, our 94-unit boutique hotel in Victoria, BC . This individual will provide 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. In addition, there may be opportunities to oversee additional Evergreen properties on Vancouver Island, depending on aptitude / interest.

The scope of responsibilities for the Operations Manager includes:

  • Oversees day-to-day operations at The Vic, 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 (30-50% 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
  • Responsible for procurement of day-to-day hotel supplies and other items
  • 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.
  • Business Judgement: Strong commercial awareness, with an ability to evaluate return on investment for strategic initiatives. Able to actively manage trade-off between profitability and guest experience.
  • 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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