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Hospitality Operations Manager
2 months ago
The Evergreen Hospitality Group is a leading hospitality and tourism organization in British Columbia, operating over 20 properties across the province. We are seeking an experienced hospitality professional to join our team as an Operations Manager.
Key Responsibilities- Oversee day-to-day operations at the property, 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 (50-80% of time), 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 otherwise manage all escalations.
- Serve as primary point of contact for group business (e.g., sports teams, corporate accounts, etc.).
- Monitor all aspects of the physical property (common spaces, on-site amenities, rooms, landscaping, etc.) 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 (Housekeeping, Maintenance, etc.).
- Manage staffing/scheduling across all departments at the property.
- 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.
You are an experienced hospitality professional with a can-do attitude. Your customer service and attention to detail allow you to deliver exceptional guest experiences, and your leadership skills enable you to build a high-performing team.
We are committed to diversity, inclusion, and equitable access to opportunities. Accommodations are available upon request for candidates taking part in the selection process.
