Operations Manager

JOB SUMMARY

Reporting to the General Manager, the Operations Manager is responsible for directing the operations of the hotel in order to maximize guest satisfaction and revenue. In collaboration with department supervisors and employees under its supervision, he/she ensures guest satisfaction and employee engagement. He/she acts on behalf of the General Manager in his/her absence.

DUTIES & RESPONSIBILITIES

Strategic Management:

• Implement the company's action plan and policies and procedures.
• Lead management meeting conversation in line with operational strategy.
  

Operations management:

• Manage multiple priorities.
• Ensure the operations and continuity of the service.
• Ensure smooth communication and efficient transmission of information between different departments to promote internal communication.
• Establish service standards based on industry best practices and act as a leader to maintain customer service excellence within teams.
• Ensure quality guest experience, from the reservation to the final check out.
• Control inventory of supplies, products and equipment and manage purchases.
• Put operational procedures in place and maintain their application.
• Assume responsibility for the maintenance, safety and cleanliness of the facilities.
• Ensure compliance with company policies and procedures.
• Manage unforeseen and difficult situations in addition to putting in place emergency measures and ensuring their application at all times to ensure the safety of all.

Customer service:

• Monitor customer satisfaction and develop action plans to close gaps.
• Ensure successful customer service recovery procedures.

Sales & Marketing:

• Ensure the retention and acquisition of accounts by growing existing accounts and generating new business to a level that meets or exceeds sales forecasts.
• Collaborate in the development of price and promotion strategies, in collaboration with the General Manager and the Revenue Manager

Human resources management:

• Anticipate and take initiative in terms of workforce needs.
• Collaborate with the HR Counselor and department supervisors to recruit, hire, welcome, integrate and train staff.
• Set team performance goals and evaluate results.
• Support supervisors in their employee management

EMPLOYEES UNDER ITS SUPERVISION

• Head Housekeeper
• Front Desk Supervisor
• Maintenance Attendants
• Breakfast Attendants

QUALIFICATIONS REQUESTED

• Five (5) years of hotel experience, including supervisor experience, are required.
• Knowledge of hotel operations.
• Computer and hospitality software knowledge.

Characteristic and Ability Requirements

• Good management of priorities.
• Communication and leadership skills.
• Bilingualism, French and English.

WORK SCHEDULE

The work schedule is usually Monday to Friday and is on a day shift. A function that involves a suggested schedule of 40 hours/week and sometimes requires work during the weekend and in the evenings or holidays. Available on call depending on emergencies.

Quality Inn & Suites Val-d’Or subscribes to the principle of employment equity. The masculine gender includes the feminine and is used, without discrimination, to lighten the job description.