Hotel Operation Manager

6 months ago

Richmond, Canada Painters Lodge Resort Full time

**SUMMARY**

The Operations Manager will oversee all aspects of our Hotels in accordance with Hotel and Restaurant standards. Ensure the maximization of financial performance, guest satisfaction and staff development. Continuously build awareness of the hotel and NCHR brand in the local community, by being an engaged in local events and sales &marketing opportunities.

**PRIMARY RESPONSIBILITIES**

**Guest Experience**
- Develop and implement programs that encourage team engagement and collaboration and ensure the Hotel and Restaurant Guest Experience Standards are achieved or exceeded.
- Continually drive improvement to guest satisfaction goals by collaborating with colleagues and team members.
- Make time to interact with guests, solicit feedback and build relationships.
- **Fluent English, Mandarin is a plus.**

**Team building**
- Develop programs that continually improve team engagement and align with the Hotel and Restaurant service behavior standards.
- Oversee disciplinary and staffing/human resources related actions ni accordance with the Hotel and Restaurant and NCHR rules and policies.
- Engage and work alongside the managers in all departments.

**Responsible Business**
- Ensure a safe and secure environment for guests and team members in compliance with the ownership policies and procedures and regulatory requirement.
- Act as public relations representative to raise awareness of the Hotel &Restaurant and NCHR brand in local community.
- Develop and carry out action plans to be environmentally conscious in conjunction with brand/ ownership policies.
- Provide effective sales & marketing scheme implementation, directing the team to achieve agreed upon production goals for the property.

**Accountability**
- Heading the overall operation and accountable for achieving the budgeted revenue and cost control targets and unique guest experiences of the hotel &resort.
- Any other duties as assigned by Management

**MAIN DUTIES AND RESPONSIBILITIES**:

- Responsible for the overall management of the hotel &restaurant.
- Create budgets, investments plan, maintenance forecasts etc
- Ensure the premises are in operative condition as per category of the unit to receive & serve the guests.
- Ensure SOP implementation in all departments and check the same during routine operational checks. Consultant guidance to be taken wherever required.
- Keep over all labor costs at 35% or lower.
- Keep Food cost between 30-35% or lower
- Monitor the purchase and requisitions of each department.
- Randomly inspecting the Restaurant and Kitchen with the department heads and to check the stock on hand including quality, par stock levels and expiry.
- Inspecting all departments with their respective department head for cleanliness, ambience, service readiness, staff grooming &hospitality culture.
- Monitor the co-ordination between all departments for smooth and efficient operations.
- Assessing and reviewing customer satisfaction and service recovery process.
- Reply to guest reviews and complaints within 48 hours.
- Identifying staff learning needs and assisting with development
- Ensures coverage in time of manpower shortage, emergency situations and vacation.
- Monitor and maintain operation and overhead cost in order to maintain maximum revenue to the hotel & restaurant.
- Adhering to stated policies and procedures relating to health and safety.
- Performing regular maintenance checks with HO Project Manager on all mechanic rooms. Ensuring al equipment are preventatively maintained, monitored and presented in a manner keep with the standards.
- Ensure all energy management is in place.
- Maintain a daily hotel and restaurant working log book and report to HO once a month. HO will keep the log book.
- Be available on call 24 hours a day to resolve any urgent problems on emergencies.

Criminal record checks can be completed by an applicant's local police or RCMP detachment.

For more information, please go to:
**Job Types**: Full-time, Permanent

Pay: $48,000.00-$50,000.00 per year

**Benefits**:

- On-site parking

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- On call
- Weekends as needed

**Education**:

- Secondary School (preferred)

Work Location: In person

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