Hotel Operations Manager

1 week ago

Nanaimo, British Columbia, Canada Coast Hotels Full time
Role Summary

The Front Office Manager at Coast Hotels contributes to the overall success of the hotel by leading and maintaining exceptional guest service standards for the Front Office. This key position ensures alignment with Coast Hotels' long-term strategy, driving growth, development, and operational efficiencies.

About the Role

This role is integral to maximizing customer satisfaction, revenue, and profitability. Key responsibilities include:

  • Developing and implementing a departmental plan and measurable objectives that support the Company's overall strategy, including guest satisfaction scores, room occupancy, and revenue optimization targets.
  • Communicating change initiatives and monitoring implementation, clearly articulating the rationale for change and impacts on the Front Office and operations.
  • Promoting systems, structures, and disciplined practices required to manage results, including planning, prioritizing, providing clear direction, ensuring accountability, and monitoring financial, quality, safety, and other key business measures.
  • Forecasting and proactively addressing needs and situations, such as introducing sales and marketing promotions, to maximize room occupancy and revenue.
  • Adhering to departmental budgets and prioritizing resource allocations appropriately, utilizing budgets, operating statements, and payroll progress reports to assist in managing Room Operations.
  • Maintaining a big picture perspective and focusing on short and long-term priorities.
  • Participating in the management of departmental controllable expenses, supervising same day selling procedures to achieve or exceed budgeted goals.
  • Verifying accuracy of room rates to maximize revenue opportunities.
  • Performing front office agent tasks as needed.
  • Engaging ambassadors in their work, ensuring they feel recognized and valued.
  • Creating a work environment based on Coast's Values.
  • Building a team with the right people in the right roles and managing performance to deliver on the business plan through effective recruitment, communication, and team practices.
  • Providing formal and informal recognition to acknowledge excellent performance and adherence to Coast Values; creating opportunities for team celebrations.
  • Resolving guest service issues and identifying potential barriers to guest services, working with others to remove barriers to service excellence across Coast's operation.
  • Assisting in reviewing comment cards and guest satisfaction results with ambassadors.
  • Scheduling the team against guest and hours/occupied room goals.
Requirements

To be successful in this role, you will need:

  • A minimum of 4 years of related work experience, plus 2 years of experience leading others.
  • A Bachelor's Degree or Diploma in Hospitality, or an equivalent combination of education and experience.
  • A valid local driver's license (class 5), and a clear driver's abstract.
  • Excellent communication, written, oral English, and listening skills, as well as strong customer service skills.
  • The ability to lead and motivate others, with excellent interpersonal skills to build strong relationships with diverse groups of people.
  • Strong problem resolution and conflict resolution skills to resolve issues.
  • Experience forecasting and budgeting for a functional area within a property.
  • Excellent knowledge of health and safety regulations.
  • Intermediate accounting and budgeting skills.
  • Intermediate-level proficiency in MS Office Suite.
  • Experience discussing performance issues with team members and providing direct and honest feedback when discussing career advancement and leading performance expectations.
  • Awareness of and understanding of how all areas of the business interact and how your area impacts and is impacted by other areas.
  • Understanding of legislation and regulations (e.g., WCB, employment standards, collective agreement) as they apply to your area.
  • The ability to speak/understand a second language (an asset).
  • Exemplification of Coast's core values and enjoyment of working in a culture of accountability.
  • Able to work a flexible schedule, which includes evenings, weekends, holidays, and overnight shifts when required.
Salary

We offer a competitive salary range of $80,000 - $120,000 per year, depending on experience.

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