Operations Manager - Jobs in East Kemptville, NS

Job Description

Do you love nature and people Are you passionate about sustainability, adventure travel, food and beverage or hospitality industryTrout Point Lodge is Atlantic Canada’s only member of the Small Luxury Hotels of the World Collection and Nova Scotias premier Luxury Wilderness Resort. We are seeking enthusiastic employees to join the team for our upcoming season 2022 which starts from end April to early January 2023. If you wish to work alongside a dedicated and energetic team to create nurturing and meaningful experiences for guests to Nova Scotia, apply now with your CV and cover letter to info@troutpoint.com. Our 5-star wilderness resort is located in East Kemptville, Argyle County, Nova Scotia, Canada.Compensation to be negotiated based on skills and experience; staff housing possible.The Operations Manager functions as the strategic business leader of the propertys Hotel Operations. Areas of responsibility include Front Office, Guiding, Spa, Housekeeping, Food and Beverage/Culinary, Event Management and Engineering/Maintenance. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Hotel Operations meet the Lodge’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the Lodge’s target customer and employees and provides a return on investment.This role reports to the Owners and General Manager.RESPONSIBILITIESManaging Profitability

• Demonstrates and communicates key drivers of guest satisfaction for the Lodge’s target customer
• Analyzes service issues and identifies trends
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals
• Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution
• Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience
• Strives to maintain profit margins without compromising guest or employee satisfaction

Managing Revenue Goals

• Monitors hotel operations sales performance against budget
• Reviews reports and financial statements to determine hotel operations performance against budget
• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results

Leading Operations and Department Teams

• Establishes a vision for product and service delivery on property
• Champions the Lodge’s service vision for product and service delivery and ensuring alignment amongst the property leadership team
• Develops systems to enable employees to understand guest satisfaction results
• Communicates a clear and consistent message regarding departmental goals to produce desired results

Managing The Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken
• Point of contact for all guest-related escalations, assuring problems are handled professionally and smoothly. Responds to and handles guest problems and complaints
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations
• Ensure Guiding Activities stay relevant and provide unique, educational and memorable experiences for guests
• Point of contact for all guest emergencies, with an ability to resolve situations efficiently

Managing and Conducting Human Resources Activities

• Recruit and evaluate employees on a timely basis to meet continual recruitment goals ensuring they are honest, fair and accurate
• Plan and implement effective onboarding and training program for new staff and professional development activities for experienced staff
• Observes service behaviors of employees and providing feedback to individuals and/or managers
• Manages scheduling in a fair and equitable manner and ensure team schedules published on-time in accordance with SOPs
• Ensures employees are treated fairly and equitably
• Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviours in all interactions with guests and employees
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns
• Review and ensure Standard Operating Procedures (SOPs) are current and relevant
• Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to SOPs and supports the Peer Review Process
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures
• Health & Safety
  • Be aware of and promote safety standards to ensure both employee and guest health and safety.
  • Create and maintain a safe, fair, and harassment free environment for all employees and guests.
  • Understand and adhere to all emergency procedures including evacuation and fire drills.

QUALIFICATIONSSkills and Abilities

• Strong leadership skills to coach, influence and motivate team.
• Highly detail oriented with exceptional organizational skills.
• Ability to anticipate guest needs and wants and deliver above and beyond expectations
• Good Human Resources skills
• Problem solver, multi-tasker and skilled decision maker
• Demonstrated ability to perform under pressure while maintaining the highest degree of professionalism
• Demonstrated ability to manage budgets and costs to ensure strong financial results
• Excellent interpersonal and verbal communication skills

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 5 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

OR

• 4-year bachelors degree in Business Administration, Hotel and Restaurant Management, or related major; 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

• Thorough understanding of the tourism industry
• Experience in a live-in resort environment is preferred
• Expertise with Property Management Systems and reservations software
• Knowledge of flora and fauna, wildlife and geography is a plus
• Must be fluent in English, second language an asset.
• First Aid certificates are an asset

Quick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job

Stay Connected