Boutique Hotel Operations Director

3 weeks ago

Vancouver, British Columbia, Canada EightSix Network Full time

Job Overview

We are seeking an experienced Operations Manager to lead our boutique hotel in Victoria, BC. This individual will provide hands-on leadership, role modeling 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 our senior leadership team, with opportunities to take on additional responsibilities and oversee other properties on Vancouver Island.

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/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 identify opportunities for improvement.
  • Interact with customers to obtain feedback on quality of product, service levels, and overall satisfaction, working with other departments to improve current practices.
  • Manage staffing/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.

Requirements

  • Work Permit

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