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Hospitality Operations Manager

3 weeks ago

Hamilton, Canada Upstay Full time

**Upstay Canada is looking for a Hospitality Operations Manager Get Your Resume Ready**

**Who We Are**
Upstay is a tech-enabled hospitality company that designs and manages every aspect of your stay to ensure an exceptional experience.

Since launching, our team has rapidly grown to over 200+ employees operating 400+ homes in Canada and the US. Joining Upstay will provide you with the unique chance to join a high-growth start-up and explore new opportunities in a collaborative and inclusive environment.

**What We Do**

**How We Do It**

We are accountable for every aspect of our property’s creation and existence. Site selection, acquisition, development, design, construction, furniture manufacturing, laundry and property management are all looked after by our in-house teams which translates to higher standards in our properties, service and customer expectations.

**What Matters to Us**

We are committed to providing compliant and locally beneficial short-term property rentals that add value to our guests. We work with local governments and homeowner associations to develop standards and provide industry-wide leadership so our guests can relax and enjoy their time with us.

**What You’ll Do**

Reporting to the COO, the Hospitality Operations Manager directs the activities of the Housekeeping, Maintenance, and Onboarding department of all markets of the company; assures that service standards are met, guests and employees are satisfied, and problems are promptly resolved. With focus on service delivery, and team leadership and people development, the Hospitality Operations Manager builds operational policies and strategies that keep the organization functioning smoothly across all departments.

**Our markets include Ottawa, GTA, Hamilton, Kitchener, and Calgary. Frequent travelling within our markets is required.**
- Manages the staff of the Housekeeping, Maintenance, On-boarding. Conduct final Interviews during the hiring process. Conducts Training, Performance Evaluations and disciplines staff when needed. Ensures communications and follow-up on any staffing problems.
- Approves all departmental schedules; closely monitor labor allocation based on business level
- Establishes training plans and building training manuals for all departments.
- Builds SOPs for all departments and ensures all members of the operations team are held accountable for their work quality.
- Establishes detailed cleaning and preventive maintenance programs to ensure appearance and life of all furniture, fixtures, and equipment in homes.
- Builds cross-departmental unity by expanding the knowledge and responsibilities of each role of the departments; bridges the gaps in between departments in communication and team cohesiveness.
- Sets and maintains high standards of cleanliness. Monitors staff’s activities to assure that standards are being met, staff is being supported and guest needs are being met.
- Assists the GX department to resolve guest complaints in a timely manner, accommodating special requests whenever possible. Established procedures to prevent future complaints.
- Works closely with the owner-relations team and GX team, prior to owner arrivals and customer arrivals, to ensure a flawless experience for our owners/guests when visiting
- Assures the financial goals of the department are being met. Monitors and controls labor expenses and other divisional expenses such as Uniforms, Linen, Guest Supplies, Cleaning Supplies and Contract Services.
- Establishes and maintains accurate inventory records. Participates in periodic Linen, Uniform and Supplies Inventories.
- Actively monitors daily cancellation reports and daily review reports; takes action on issues to be addressed / recognizes great work amongst the team
- Analyzes guest review data, recommends an action plan for improvement
- Participates in deficiency meetings for all markets, document discussions and follow up with resolutions

**What You’ll Bring**:

- Entrepreneurial mindset - passion for building the infrastructure
- Self starter - must be able to operate independently and be comfortable with mínimal hands-on instructions
- Interpersonal skills - must communicate with both executives and staff employees in order to create and administer policy
- Strong personal and professional judgment, which are invaluable skills for a role that makes hiring decisions as well as in finding the best solution to organizational dilemmas
- Adaptability to respond quickly to a shifting reality and adjust initiatives and priorities accordingly
- Organizational skills and the flexibility to jump from priority to priority, which are essential to a role that juggles a variety of functions and projects
- Resourceful - able to source the best suppliers for operation supplies and capex projects
- Analytical - interpret data statistics and make improvement accordingly
- 5 years management experience in hospitality industry at a department head capacity; Director of House