Happiness Hub (Reservations) Manager

Overview

Happiness Hub Reservations Centre Manager role at Accent Inns – join a people-first hospitality group that prioritizes staff happiness and strong guest experiences.

Accent Inns Inc. is a BC-based hospitality company that is different in a good way. Here, we LEAD WITH LOVE, and our number one metric is the happiness of our staff. Our 2025 Employee Survey showed that 96% of our employees are happy to work here.

We have two hotel chains: Accent Inns, where there is a rubber duck in every room, and Hotel Zed, where we rebel against the ordinary. Our latest venture is ROAR, our live-fire restaurant in Tofino, BC. We are searching for our next Happiness Hub Reservations Centre Manager to join our flock of totally unique and fun-loving individuals and drive our business forward in the long term.

The Happiness Hub Manager leads the reservations department in providing unforgettable customer experiences while maximizing revenue, reinforcing our unique brands and establishing meaningful human connections, all while creating an exceptional employee experience in a high-performing customer service environment.

About Accent Inns

Success attracts success, and here you will be working with an extraordinary company. We are a force in the industry:

• We have been named Canada’s Most Admired Corporate Cultures three years in a row.
• We received the Tourism Industry Association of Canada’s Business of the Year award for our outstanding business growth.
• We have doubled our revenue and tripled our profits in the last nine years.
• Our owner and CEO, Mandy Farmer, was named Hotelier of the Year by Hotelier Magazine and RBC Women of Influence Entrepreneur of the Year.

Key to our success is living by our four Core Values every day:

• Have Fun
• Make Everything Better
• Have Each Other’s Backs

We cover 100% of medical and dental premiums, PLUS you get free mental health benefits. We also have a bunch of Work Perks just for you:

• Free nights at any of our hotels + discounts for your friends and family.
• Live your Best Life Fund (this is our lifestyle and professional development fund for you to be your best).
• Employee Purchase Program so you can get sweet deals on everything from electronics to linens.
• Leadership development and coaching programs.
• Three weeks’ vacation and flexible sick leave.

And these are just a few!

Responsibilities

• The Happiness Hub Reservations Centre Manager leads the reservations department in providing unforgettable customer experiences while maximizing revenue, reinforcing our unique brands and establishing meaningful human connections, all while creating an exceptional employee experience in a high-performing customer service environment.
• Collaborate with properties, sales, marketing and revenue teams; manage the Happiness Hub budget, team schedules, performance management, and strategic planning for the team.
• Monitor metrics to identify trends and proactively improve guest and employee experiences; evaluate Happiness Hub data for historical analysis and future planning.
• Become an in-house expert on Happiness Hub tools (Infor, 3CX, Windsurfer, etc.).
• Travel to our various properties to meet the teams and managers at each location.
• Review our current metrics and KPIs and assess if they are the right ones to be tracking; develop a plan to report on metrics to the team.
• In your first 3 months, you will:
  • Work closely with Tori, our interim Happiness Hub leader, to learn where the Happiness Hub stands in its evolution and what still needs to be developed for this team.
  • Meet with the Operations, Sales, and Marketing leaders to understand how their teams have historically interacted with the Happiness Hub and how you can work with them to enhance communications.
  • Learn the ins and outs of the team's everyday work with Tori.
  • Meet and observe how all Happiness Experts are working, their processes, and their strategies to complete their work.
  • Evaluate our current processes, training materials, and response guides and create a plan to fill any gaps you see.
  • Become an expert in our Hospitality Management System (Infor).
  • Review our current metrics and KPIs and assess if they are the correct ones to be tracking.
  • Develop a plan to report on metrics to your team.
• In your first 12 months, you will have:
  • Developed a Happiness Hub dashboard with metrics and historical data that helps drive strategic planning and development.
  • Created a safe space for your team to live our values, be authentic, open with feedback and ideas, and love coming to work every day.
  • Created new training programs and guides for the Happiness Experts to ensure a consistent experience for all our guests.
  • Helped create a successful partnership with the Sales, Marketing, Revenue, and Operations teams to develop close partnerships that ensure all teams support one another.
  • Partnered with the Sales team to execute on new programs to help increase revenue.
  • Collaborated with Sales and the Learning & Development Manager to implement new learning materials and programs for the Happiness Experts to develop their selling and customer service standards.
  • Built relationships across all of our hotels and teams, from front desk and room attendants to General Managers and our Care Bears (AKA, our Executive Team).
  • Executed on a recruitment plan alongside the People & Culture team (P&C) to ensure you are fully staffed for peak season.
  • Run a full performance review and compensation cycle with your team with support from P&C.
  • Become our in-house expert on all Happiness Hub tools (Infor, 3CX, Windsurfer, etc.).
  • Managed the Happiness Hub budget, from labour costs to tech expenditures.
  • Created a fun, safe and inclusive space for your team to thrive and create exceptional experiences for our guests.
• You will also:
  • Be a champion for the Happiness Hub, ensuring your team has the space, resources, and development it needs to grow and excel.
  • Be a champion at Accent/Hotel Zed/ROAR for creating memorable guest experiences.

This exciting role is integral to setting the standard for how our guests interact with our team at Accent Inns/Hotel Zed/ROAR. You will be joining something different and unique, a place that works with our teams to create the best employee experience possible, which in turn creates the best guest experience possible.

You will be able to partner closely with multiple departments across all business functions and properties. The Happiness Hub is based in our Richmond property, and you will spend most of your time working in-person with our team to ensure a strong operation and that the team is performing at a high level.

What to expect

• Application: We do our best to review and respond to all applicants.
• First Interview (45 min): You will meet with Laura Miles, our HR Business Partner, for an initial call to discuss your experience and answer questions about Accent Inns/Hotel Zed/ROAR.
• Second Interview (60 min): Meet Tori, the interim Happiness Hub leader and Rattan, the Happiness Hub Assistant Manager to discuss your technical expertise, what the role will look like long term, and answer more of your questions.
• Final Interview (60 min): Meet with Diane, our Director of Sales, for a final discussion about why we are hiring this role and the value we place on it, answer questions about expertise and value alignment and give you an opportunity to ask questions of our Director of Sales.
• Reference & Background Check & Offer: This is where we celebrate joining our crew of Ducks ‘n Rebels!

Qualifications

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: Hospitality

Referrals increase your chances of interviewing at Accent Inns by 2x.

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