Operations Manager

**Qualifications**: Strong organizer, set priorities, plans, and delegates responsibility. Excellent communicator. Experience with mentorship, coaching and training of employees.

Reporting to the General Manager, and the Director of Operations is responsible for hotel operations by leading, coaching and mentoring of hotel employees, while ensuring the maximization of revenues, through the development of a strong service culture that displays the values and Mission of the Wakefield Mill Hotel and Spa.

**RESPONSIBILITIES**:
Operational Manager duties will include, but not be limited to the following:
**Operations** - Supports the Director of Operations in implementing brand, hotel and Wakefield Mill standards including property condition, cleanliness and quality of product and service. Analyzes property operations on a daily, weekly and monthly basis.

Along with Director Of Operations, participates in the hotels Leadership Committee and Leadership team.
- Ensures written Standard Operating Procedures are being developed, written, reviewed and followed.
- Develops systems to enable employees to review, analyze and understand guest satisfaction results including monitoring google reviews, tripadvisor, log book, Guestfolio, and bring to GM for response and advising departments of shortfalls or service excellence.
- Supervision and Support - Cultivates an open dialogue environment which encourages employee suggestions and involvement.
- Ensures coverage in time of manpower shortage, emergency situations and vacation.
- Managing Revenue Goals: Monitors hotel rooms division and sales performance against budget and current yield strategy.
- Coaches, supports and trains teams to effectively manage occupancy & rate, wages and controllable expenses of the rooms department.
- Supports Director of Operations with the annual hotel strategic planning process, operating budget and marketing of the Rooms Department.
- Human Resources - Participates and supports the People and Culture development. Assists in Hotel recruitment for the Front Desk and Spa.
- Oversight, development and troubleshooting of software operating systems including Maestro, 7shift, Silverware, Clover, GiftUp, and OTA connectivity.
- Ensures the health and safety of all guests and associates and leads Health & Safety policies.
- Ensures Local, Provincial compliance with Health and Safety regulations
- Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

**Guest Satisfaction and Experience**:

- Reviews guest feedback with the leadership team and ensures appropriate corrective action is taken.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
- Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)
- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
- Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
- Conducts annual performance appraisal with direct reports
- Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to the team as necessary.

Type d'emploi : Temps plein

Rémunération : 46 505,17$ à 55 000,00$ par an

Avantages:

- Assurance Dentaire
- Assurance Maladie Complémentaire
- Assurance Vie
- Congés payés
- Réductions Tarifaires
- Stationnement sur place

Horaires de travail:

- Du Lundi au Vendredi
- Fins de semaine au besoin
- Quart de soir
- Travail les jours fériés

Lieu du poste : En présentiel