Log In
Sign Up
Do you love nature and people? Are you passionate about sustainability, adventure travel, food and beverage or hospitality industry?
Trout Point Lodge is Atlantic Canada’s only member of the Small Luxury Hotels of the World Collection and Nova Scotia’s 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 [email protected]. 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 property’s 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.
RESPONSIBILITIES
Managing 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.
QUALIFICATIONS
Skills 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 bachelor’s 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