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Boutique Hotel Operations Director
2 months ago
We are seeking an experienced Operations Manager to lead our team at The Vic, a 94-unit boutique hotel in Victoria, BC. This role will provide hands-on leadership, coaching, and oversight of hotel operations to maximize guest satisfaction and drive business performance.
Key Responsibilities:- Oversee day-to-day operations, including front-of-house and back-of-house functions such as Guest Services, Housekeeping, Maintenance, Events, and Group business.
- Play an active role in front desk operations, providing top-notch service to maximize customer satisfaction and setting the bar for other staff to emulate.
- Reinforce our overall service culture by role modeling best practices, providing guidance and feedback to staff, and offering individual coaching when needed.
- Handle complaints, settle disputes, resolve conflicts, and manage all escalations.
- Serve as primary point of contact for group business to coordinate logistics and deliver an exceptional guest experience.
- Monitor all aspects of the physical property to maintain quality standards and proactively identify opportunities for improvement.
- Interact with customers to obtain feedback on quality of product, service levels, and overall satisfaction; work with other departments to improve current practices.
- Manage staffing and scheduling across all departments at the property.
- Responsible for procurement of day-to-day hotel supplies and other items.
- Ensure regular communication with employees to create awareness of business objectives, align on expectations, and recognize performance.
- Develop a thorough understanding of the competitive landscape to ensure our property is effectively positioned in the market.
- Work Permit
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.
