Hotel Operations Director

2 weeks ago


Calgary, Alberta, Canada Pomeroy Lodging Full time

The ideal candidate will lead the Rooms Division team in delivering exceptional guest experiences, ensuring seamless operations and optimizing financial performance. The key focus areas include leadership and team management, operational excellence, guest service and satisfaction, and financial accountability.

Key Responsibilities
  • Leadership & Team Management:
    • Leverage strong leadership skills to guide the Rooms Division team, ensuring a supportive and engaging work culture.
    • Communicate department goals, guest satisfaction metrics, and productivity expectations to the team.
    • Address employee concerns promptly and fairly.
  • Operational Excellence:
    • Oversee daily operations within the rooms departments, ensuring compliance with property standards and procedures.
    • Assist in achieving or exceeding property-wide goals, including guest satisfaction, service delivery, and financial performance.
    • Develop action plans based on guest feedback to continuously improve operations.
    • Respond to dynamic guest needs and expectations, striving for service standards excellence.
  • Guest Service & Satisfaction:
    • Maintain a visible presence in guest areas, being readily available to guests and handling concerns proactively.
    • Implement the property's recovery plan for service lapses, ensuring timely issue resolution.
    • Collect and analyze guest satisfaction data, including feedback forms and online reviews.
  • Financial Accountability and Reporting:
    • Review financial reports, operational data, and KPIs to monitor department performance.
    • Collaborate with the General Manager and Director of Operations to perform annual quality audits.
    • Implement cost-saving measures and operational improvements to enhance productivity and profitability.
    • Ensure secure management and control of key programs across the department.


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