Operations Manager

5 days ago

Gloucester, Canada Holiday Inn Ottawa East Full time

Job Summary:
**Duties**:
Supports the successful execution of all operations in the hotel operations departments (may include Front Office, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

**Supporting Operations Team**
- Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
- Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.
- Assists in ensuring that the team has the capabilities to meet expectations.
- Leads by example demonstrating self-confidence, energy and enthusiasm.
- Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.

**Supporting Property Operations Function(s)**
- Follows property specific second effort and recovery plan.
- Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
- Takes proactive approaches when dealing with employee concerns.
- Extends professionalism and courtesy to employees at all times.
- Communicates/updates all goals and results with employees.
- Meets semiannually with staff on a one-to-one basis.
- Assists/teaches the team scheduling against guest and hours/occupied room goals.
- Performs hourly job functions as needed.

**Managing and Monitoring Activities that Affect the Guest Experience**
- Provides excellent customer service by being readily available/approachable for all guests.
- Takes proactive approaches when dealing with guest concerns.
- Extends professionalism and courtesy to guests at all times.
- Responds timely to customer service department request.
- Ensures all team members meet or exceed all hospitality requirements.

**Requirement**:

- Proven experience as an Operations Manager or in a similar role.
- Strong leadership abilities with excellent communication skills.
- Proficiency in project management and process improvement methodologies.
- Ability to analyze data and make informed decisions.
- Knowledge of industry regulations and best practices.
- High school diploma or GED; 8 years experience in the guest services, front desk, housekeeping, or related professional area.

OR 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 4 years experience in the guest services, front desk, housekeeping, or related professional area.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Discounted or free food
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Overtime
- Weekends as needed

Supplemental pay types:

- Bonus pay

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Food & Beverage: 5 years (preferred)
- Rooms Operation: 5 years (preferred)

Work Location: In person

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