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Operations Manager
2 weeks ago
Job Description:
The Operations Manager is responsible for the day-to-day operations of the hotel, overseeing front desk, housekeeping, and maintenance to ensure an exceptional guest experience from check in to check out. Working closely with the General Manager, this role helps translate forecasted demand and revenue strategy into smooth, efficient operations in the hotel.
This position plays a key role in supporting the hotel's performance through inventory control, same-day selling, operational readiness, and interdepartmental coordination
Job Requirements:
- Oversee daily hotel operations across Front Desk, Housekeeping, and Maintenance.
- Support and work closely with department managers in all aspects of running the hotel.
- Ensure SOPs, service standards, and brand expectations are consistently followed.
- Handle escalated guest concerns with a focus on service recovery and guest retention.
- Work with the team to continuously enhance the guest experience and identify opportunities to surprise and delight guests.
- Monitor coordination between departments to ensure efficient room flow and timely completion of work orders and projects.
- Identify and escalate operational constraints that may impact availability or guest experience.
- Align staffing, room readiness, and maintenance scheduling with forecasted occupancy and arrivals.
- Provide oversight and support to department managers as needed to ensure operational readiness and budget alignment.
- Execute hotel revenue strategies, including inventory controls, length-of-stay restrictions, room blocking, and same-day selling procedures.
- Monitor daily pickup, occupancy, and arrival patterns and flag risks or opportunities.
- Ensure inventory accuracy across room types and distribution channels.
- Support front desk revenue initiatives through operational alignment and leadership support.
- Provide operational insight into guest behaviour, length of stay patterns, and booking trends.
- Provide leadership and coaching to department managers, offering guidance on performance management and team development as needed.
- Ensure operational information is accurately communicated and documented to support daily hotel operations.
- Sets goals, tasks and objectives that align with Summit Lodge's mission, vision, values.
- Adapt to changes in the workplace while supporting the team and implementing new procedures.
- Works cooperatively and effectively with others to reach a common goal.
- Takes ownership & responsibility for the quality and timeliness of work commitments
- Calm, organised, and guest-focused in a fast-paced environment.
Qualifications
- Post-secondary education in hospitality, business, or a related field preferred; equivalent experience considered.
- 2–4 years of progressive experience in hotel operations, ideally in a boutique or resort environment.
- Strong working knowledge of Front Desk and Housekeeping operations; exposure to Maintenance is an asset.
- Experience supporting revenue-related activities such as inventory management, same-day selling, and operational planning tied to demand.
- Proficient in Microsoft Office (Word, Outlook, and Excel) and comfortable working with Property Management Software.
- Strong leadership and team-building skills, with the ability to support and guide department managers.
- Excellent verbal and written communication skills, with the ability to handle conflict and sensitive situations professionally.
- A sense of humour and comfort working in a pet-friendly, boutique hotel environment is an asset.
Job Type: Full-time
Pay: From $75,000.00 per year
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- RRSP match
- Vision care
- Wellness program
Experience:
- Hotel management: 2 years (preferred)
Work Location: In person
