Hotel Operations Manager

5 months ago

Vancouver, Canada Executive Group of Companies Full time

HOTEL OVERVIEW

The 201-room EXchange Hotel Vancouver, perfectly located on Howe Street, brings a historic landmark to life with a modern twist. Catering to all senses, the hotel offers business travelers, leisure travelers and the community a unique place to meet, sleep, dine and interact. Situated in Vancouver's first Platinum LEED Heritage conversion, the history of the Vancouver Stock Exchange comes alive with modern day amenities. The EXchange Hotel is proudly recognized as a TripAdvisor Travelers Choice Winner; Best of the Best winner - Top 5 Hotel in Canada; included in the inaugural Michelin Hotel Guide for Vancouver and Triple AAA Four-Diamond certified.

The EXchange Hotel features Hydra Estiatorio Mediterranean & Bar, a Mediterranean-inspired restaurant with fresh seafood, grilled meats and lush vegetables, with an engaging lively 40-foot cocktail bar. Also available to engage your senses are social spots, Hydra Bar and The Hydra Café in our lobby.

Our culture is unique and empowering with a guest-centric approach. Our colleagues enjoy our casual, yet professional environment, competitive compensation, excellent training and room to grow and advance their careers within the hotel and the Executive Hotels & Resorts Group.

We would love to learn about your hospitality goals and aspirations.

Job description

We are seeking a dynamic leader to join our fast-paced hotel team as the Operations Manager. The Operations Manager is responsible for overseeing the general hotel operations, with an emphasis in the Front Office; Housekeeping; and Maintenance departments. They are the go-to person for Department Heads to assist and support the Team on a daily basis. Coordinates and leads all projects in the hotel as assigned by the Regional Manager.

Main responsibilities and essential job functions include, but are not limited, to the following:
Provide timely and thoughtful guidance, coaching, leadership and expert support to all departments.
Ensure consistent compliance with hotel policies and outstanding, intuitive guest service while maximizing departmental profits.
Proactively and thoughtfully anticipate and prevent negative guest experiences through training; communication; planning and organizing.
Oversee all projects within the property; work closely with Head Office; EXchange building management; suppliers and the community to enhance the guest experience and workplace environment.
Resolve any guest complaints, handling all guest interactions with the highest level of hospitality and professionalism in an accurate and timely manner.
Provide trouble-shooting support for all hotel services such as internet, TV and in-room tablets.
Ensure compliance of company's hotel policies, SOP's and any applicable laws and regulations.
Understand the importance of Guest Reviews on sites such as TripAdvisor, Expedia, & Google Reviews, whilst replying in a timely manner.
Manage guest communication for pre-arrival, in-house and post-departure via the communication tools.
Regular review of hotel's website and OTA channels to ensure all information is accurate.
Oversee the ordering process for both departments to ensure spending is kept within budget at all times.
Organize and host staff appreciation days throughout the year, celebrating hotel and team member achievements.
Assist departmental leaders with job advertising, recruitment, induction plans and training.
Perform miscellaneous duties and assists General Manager as directed.

Required Skills and Experience:
Minimum 3-years as Front Office Manager or Rooms Division Manager in a four or five-diamond property.
Must have a passion for delivering outstanding service.
Ability to build trust and relationships with all levels of employees.
Self-motivated, decisive, responsible and driven to achieve goals.
Strong interpersonal skills, exceptional oral and written communication skills are essential.
Ability to think independently, possess good judgement, proven problem-solving skills and effective decision-making skills.
Experience with RoomKeyPMS, as well as other hotel operational systems preferred.

**Job Types**: Full-time, Permanent

**Salary**: Up to $85,000.00 per year

**Benefits**:
Company events
Dental care
Extended health care
Vision care
Flexible Language Requirement:
French not required
Schedule:
8 hour shift
Day shift
Evening shift
Holidays
Monday to Friday
Morning shift
Weekends as needed
Supplemental pay types:
Bonus pay

Ability to commute/relocate:
Vancouver, BC: reliably commute or plan to relocate before starting work (required)

Application question(s):
Do you currently live in the Vancouver, BC area?

Work Location: In person

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