Boutique Hotel Operations Manager

Company Overview

The Evergreen Hospitality Group is one of BC’s largest family-owned hospitality & tourism groups. We currently operate more than 25 properties in some of the most beautiful parts of British Columbia, from Vancouver Island (Victoria, Nanaimo, Parksville, Courtney, Campbell River, and Ucluelet), to the Lower Mainland (Burnaby, Langley, Abbotsford, Hope), to the Sunshine Coast (Gibsons, Sechelt, Halfmoon Bay, Powell River).

Job Description

We are looking for experienced hospitality professionals to join our team, with openings at multiple Evergreen properties on Vancouver Island and the Sunshine Coast. The Operations Manager is a key guest-facing role that provides hands-on leadership by role modelling outstanding customer service, coaching in-house staff, overseeing hotel operations, maximizing guest satisfaction, and driving overall business performance.

The Operations Manager will have significant exposure to Evergreen’s senior leadership team, with the opportunity to take on as much responsibility as they can demonstrate capability for.

The scope of responsibilities for the Operations Manager includes :

• Oversees day-to-day operations at the property, including front-of-house and back-of-house functions such as Guest Services, Housekeeping, Maintenance, Events, and Group business
• Plays an active role in front desk operations (60-80% of time), providing top-notch service to maximize customer satisfaction and setting the bar for other staff to emulate
• Reinforces our overall service culture by role modeling best practices, providing guidance / feedback to staff, and offering individual coaching when needed
• Handles complaints, settles disputes, resolves conflicts, and otherwise manages all escalations
• Serves as primary point of contact for group business (e.g., sports teams, corporate accounts, etc.) to coordinate logistics and deliver an exceptional guest experience
• Monitors all aspects of the physical property (common spaces, on-site amenities, rooms, landscaping, etc.) to maintain quality standards and proactively identifies opportunities for improvement
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction; works with other departments (Housekeeping, Maintenance, etc.) to improve current practices
• Manages staffing / scheduling across all departments at the property
• Ensures regular communication with employees to create awareness of business objectives, align on expectations, and recognize performance
• Develops a thorough understanding of the competitive landscape to ensure our property is effectively positioned in the market

Evergreen is an equal opportunity employer. We are committed to diversity, inclusion, and equitable access to opportunities. Accommodations are available upon request for candidates taking part in the selection process.

Skills and qualifications

For more information, please visit https : / / www.evergreenhospitalitygroup.com / .