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Operations Manager

3 weeks ago

Rossland, British Columbia, Canada Red Mountain Resort Full time

Red Property Management is hiring an Operations Manager for a full-time, year round position. The Operations Manager plays a central leadership role in overseeing the daily execution of lodging operations. Responsible for guest services, housekeeping, maintenance coordination, and tech systems management, this role ensures all properties are guest-ready, operationally sound, and aligned with our service standards.

In a lean and fast-moving team, the Operations Manager is expected to lead and coordinate across departments during busy periods, and just as importantly, step in and execute hands-on tasks during slower seasons. This person serves as the operational backbone of the day-to-day business — deeply involved in both strategy and implementation.

MAJOR RESPONSBILITIES

Leadership & Daily Operations Oversight

  • Lead the day-to-day lodging operations, including housekeeping, guest services, maintenance, and vendor coordination
  • Ensure properties are consistently clean, functional, and guest-ready according to brand standards
  • Supervise and support frontline staff, contractors, and seasonal hires
  • Implement and maintain operational SOPs across all properties
  • Conduct regular property inspections and take corrective action when needed
  • Monitor KPIs (guest reviews, response times, maintenance turnaround, etc.) and report performance trends to leadership
  • Support the Director of Lodging in planning and prioritizing staffing, unit onboarding, and capital projects

Guest Experience & Service Delivery

  • Own the guest journey from pre-arrival through post-departure
  • Handle escalated guest issues, special requests, and in-stay service coordination
  • Oversee and improve guest messaging workflows, ensuring speed and quality of response
  • Manage service recovery cases and identify trends to proactively enhance the guest experience

Tech Stack Ownership & Systems Management

  • Serve as lead administrator for all operational platforms including Guesty, Operto, 33Locks, and other systems
  • Ensure all digital tools are fully integrated, functioning properly, and utilized by the team
  • Troubleshoot system errors and coordinate directly with vendors for resolution
  • Train team members and contractors on proper use of tech tools and system protocols
  • Maintain OTA syncs, lock automations, and property-level tech workflows

Maintenance & Property Coordination

  • Coordinate unit repairs, routine maintenance, and inspections
  • Maintain asset and inventory tracking for supplies, linens, and equipment
  • Schedule and oversee vendor work related to seasonal prep, emergency repairs, and upkeep
  • Respond to and resolve property-related issues quickly and cost-effectively

Operational Leadership in a Lean Structure

  • Act as a cross-functional integrator between operations, finance, and leadership
  • Collaborate with the Operations & Finance Coordinator on turnover timing, occupancy reporting, and calendar accuracy
  • Oversee supply chain and restocking for housekeeping and maintenance needs
  • Support special projects such as new unit onboarding, operational transitions, and tech rollouts
  • Lead process improvement initiatives and document new SOPs
  • Participate in weekly operations reviews with the Director of Lodging to align on priorities and performance

Seasonal Flexibility & Hands-On Execution

  • Step into frontline roles when needed, particularly during slow seasons or staff gaps
  • Conduct guest unit inspections and resets
  • Manage access control systems and guest lock setups
  • Respond to guest messages or reservations as needed
  • Support housekeeping turnover or minor maintenance if required
  • Maintain a flexible, "no job too small" mindset to keep the operation running smoothly year-round
KEY KNOWLEDGE, SKILLS AND ABILITIES

Education

  • Diploma in Hospitality, Business Administration or related field

Experience

  • 3–5 years of experience in hospitality operations, short-term rentals, or property management
  • Proven experience managing service teams and maintaining property readiness
  • Familiarity with operational tech tools such as Guesty, Operto, Breezeway, or similar platforms
  • Background in guest service leadership with a focus on quality control

Physical and Other Requirements

  • Based in Rossland, BC, or willing to relocate
  • Available to work weekends, holidays, and respond to time-sensitive operational needs
  • Physically capable of conducting inspections and assisting with hands-on tasks when necessary
  • Valid driver's license preferred

Skills and Abilities

  • Strong organizational and multitasking ability
  • Excellent communication and leadership skills
  • Hands-on approach with the ability to balance oversight and execution
  • Tech-savvy with confidence in managing systems and vendor relationships
  • Detail-oriented with a strong sense of accountability and urgency
  • Solution-driven and calm under pressure