Assistant Hotel Manager

The Job Resource Centre; Banff; On-site; CAD 65,000 - 90,000; Full time

Job summary

Sunshine Mountain Lodge in Banff National Park seeks an Assistant Hotel Operations Manager to support the Hotel Operations Manager and lead Front Desk, Bell Desk, Hotel Maintenance and Housekeeping in the Manager’s absence. This role reports to the Manager and liaises with Resort departments, external vendors and contracted personnel to maintain seamless service.

The position features a seasonal schedule including weekends and nights.

Responsibilities

• Direct work of Front Desk, Bell Desk, Hotel Maintenance and Housekeeping in the Manager’s absence.
• Oversee guest check-ins and check-outs, reservations, and guest queries to ensure exceptional service.
• Maintain knowledge of hotel and lodging industry standards and best practices and promote the resort’s service philosophy.
• Assist in resolving guest concerns and complaints and ensure effective coordination with other departments.

Job description

Why join us?

We work and play in Canada’s most beautiful playground, Banff National Park, and you can too. Sunshine Village is the premier ski resort in Western Canada. If you want to be part of making our guests’ ski experience unforgettable and think a winter season skiing and riding on the best powder in the Rockies would be great too, then read on for more information…

What can you expect?

The Assistant Hotel Operations Manager ensures outstanding guest experiences by supporting the Hotel Operations Manager’s oversight of the Resort’s alpine, slope-side hotel, the Sunshine Mountain Lodge. This visible leadership role directs work of the Sunshine Mountain Lodge departments: Front Desk, Bell Desk, Hotel Maintenance, and Housekeeping, in the Manager’s absence. The Assistant Manager reports to the Manager and subsequently to the Resort Food & Beverage GM/VP Sales & Marketing, liaising frequently with many Resort departments, external vendors & suppliers, and contracted personnel.

This job might be right for you if you think you would really enjoy:

The primary function of this role is to ensure that hotel service delivery and work performed by hotel supervisors meets, and exceeds, guest expectations. This role must be able to perform all work tasks and functions where and when assistance is needed (e.g. day-to-day operations at the front desk, including check-ins and outs, taking reservations, answering guest queries; a proficient understanding of night audit procedures) and must always lead by example, maintaining positive working relationships and good cross-utilization. In the absence of the Hotel Operations Manager, this role steps into the shoes of overseeing all Sunshine Mountain Lodge functions at the Resort.

Continually promoting Resort’s exceptional guest service philosophy, and maintaining current, up-to-date knowledge of hotel and lodging industry standards and best practices.

Working closely with the Manager on resolving guest concerns and complaints, ensuring guest room inventories are effectively managed, participating in the company demand management program, and achieving budget targets.

Administrative and Reporting Responsibilities:

• Ensuring documentation is completed in a timely manner, e.g. operational meetings, scheduled reports, employee development and training, incident and deficiencies reports to appropriate personnel, and worksite inspections – front and back of house. Particular attention should be paid to cleanliness, ambiance, positive visual impact, service flow, and health & safety standards.
• Approve scheduling for departments according to business needs and manage labor costs.
• Ensure accurate processing of guest accounts / revenues and credit information in accordance with company policies.
• Maintaining up-to-date standards & training manuals.
• Maintaining timely and accurate payroll information – effective schedules, approving submissions, and properly assigning department tasks to meet business needs.
• With HR, conduct performance reviews, provide feedback, assist in hiring and corrective actions.
• Liaise with maintenance regarding new tasks and follow up on existing tasks

Additional Considerations:

• Employees must always be of sound mind, exhibit good judgment, and report to work fit for duty.
• This role will work a flexible, seasonal schedule (weekends, holidays, nights, extended hours).
• This is a physical, indoor/outdoor work environment. Candidates should have a good level of physical fitness and be able to stand for long periods of time, and lift medium to heavy items.
• The chosen candidate is required to live at the Resort for minimum 5 days per week.
• This position requires the ability to operate vehicles, on-property and possibly on the highway when travel is required. Candidates must possess a valid driver’s licence and be able to produce a suitable abstract (minimum 3 years’ history) and complete training and testing.
• This role hands sensitive, confidential Company and personal information. The ability to understand best privacy practices, discretion, and uphold confidentiality is a must.
• A professional appearance, aligned with the current Grooming Policy and Uniform standards, is required at all times.