Hospitality Excellence Leader
6 days ago
Company Overview:
The Evergreen Hospitality Group is one of British Columbia's largest family-owned hospitality and tourism groups, operating over 20 properties across the province. Our mission is to deliver exceptional guest experiences through outstanding service, quality accommodations, and memorable events.
Job Description:
We are seeking a seasoned hospitality professional to lead our operations team as an Operations Manager at multiple Evergreen properties on Vancouver Island and the Sunshine Coast. As a key member of our senior leadership team, you will be responsible for overseeing hotel operations, coaching staff, and driving business performance while maintaining the highest standards of customer satisfaction.
The ideal candidate will have extensive experience in hotel operations, front desk management, and staff supervision. You will be expected to role-model excellent customer service, provide guidance and feedback to staff, and take ownership of resolving guest complaints and escalations.
Responsibilities:
- Oversee day-to-day hotel operations, including front-of-house and back-of-house functions
- Play an active role in front desk operations, providing top-notch service to maximize customer satisfaction
- Reinforce our service culture by 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
- Ensure regular communication with employees to create awareness of business objectives, align expectations, and recognize performance
- Develop a thorough understanding of the competitive landscape to ensure our property is effectively positioned in the market
About You:
- As an experienced hospitality professional, you possess a strong customer service orientation, attention to detail, and a passion for delivering exceptional guest experiences
- You have a proven track record of building high-performing teams, leading by example, and continuously striving to exceed expectations
- You are self-motivated, proactive, and able to work in a fast-paced environment with a strong initiative and expertise in the hospitality industry
Salary: $60,000 - $80,000 per annum, depending on experience
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