Director of Operations

The Job Resource Centre; Banff, Canmore; Vor Ort; CAD 120.000 - 150.000; Vollzeit

Zusammenfassung

Elk & Owl Mountain Retreats in Canmore, AB seeks a Director of Operations to own day-to-day performance across the portfolio. You will drive guest experience, housekeeping, and maintenance, while leading frontline teams and optimizing systems to support growth and brand standards.

Top candidates bring extensive hospitality operations experience, a hands-on leadership style, and strong financial literacy. This role requires staying connected to mountain community life and scalable operations.

Qualifikationen

• 8-10+ years of progressive hospitality operations experience with advancement.
• Proven ability to lead teams through operational changes, property transitions, renovations, or openings.
• Comfort operating in a fast-paced mountain resort market with seasonality and short turnover.

Aufgaben

• Own day-to-day performance of all Elk & Owl properties, including guest experience and frontline service.
• Lead housekeeping, maintenance, and property standards across the portfolio.
• Build SOPs, onboarding, and training for a seasonal and year-round team.
• Partner on budgeting, cost control, and operational KPIs; support pricing and listing performance.
• Ensure health, safety, and municipal licensing compliance across Canmore and Bow Valley.

Kenntnisse

Hospitality operations

Team leadership

Budgeting

P&L ownership

Property management systems

Vendor management

Channel managers

Operating platforms

Ausbildung

Post-secondary education in hospitality

Tools

Property management systems

Channel managers

Operating platforms

Jobbeschreibung

Director of Operations Full-Time, Salaried | Canmore, AB (on-site) | Reports to the Owners / General Manager

About Elk & Owl

Elk & Owl Mountain Retreats is a family-owned property management and vacation rental company based in Canmore, with over seven years of experience in Bow Valley real estate and short-term rentals. We manage a growing portfolio of premium mountain properties from two-bedroom retreats to seven-bedroom group lodges handling everything from guest bookings to housekeeping, maintenance, and owner relations. We're looking for a hands‑on operations leader who can bring hotel-grade discipline and warmth to a fast-growing, boutique property portfolio.

The Role

The Director of Operations owns the day-to-day performance of every property in the Elk & Owl portfolio. Guest experience, housekeeping and maintenance, front-line team leadership, and the systems that keep a multi-property operation running smoothly. This is a builder's role: you'll professionalize our operating standards, lead a growing local team, and be the steady hand owners and guests both trust. The ideal candidate has spent a career climbing the ranks inside branded hotel or resort operations, specifically in front office, housekeeping, or working up through operations division leadership into full property or multi-site operations, and is ready to bring that discipline to an entrepreneurial, owner-led business.

Key Responsibilities

• Guest Experience & Front-Line Service

  Own the end-to-end guest journey, pre‑arrival communication, check‑in/check‑out, on‑property support, and issue resolution to a five‑star hospitality standard.

  Set and enforce service standards across guest services, concierge-style recommendations, and 24/7 guest support.

  Empower Guest Service teams to turn escalated guest issues and turn service recoveries into repeat bookings and strong reviews.

  Maximize our tech stack, including AI-powered tools, to streamline routine guest communication, bookings, and admin work, freeing the team to focus their time and attention on the moments that matter most to our guests.

• Housekeeping, Maintenance & Property Standards

  Lead housekeeping, turnover, and maintenance operations across the portfolio.

  Build and audit property quality checklists and inspection routines so every unit consistently meets brand standards before guest arrival.

  Coordinate contractors, vendors, and preventative maintenance programs; manage capital repairs and renovation projects with minimal disruption to bookings.

  Set the tone that details matter: model and reinforce a standard where in-home standards are properly tracked property by property, and recurring issues are logged, root-caused, and closed out rather than patched over and repeated.

  Own vendor management end to end: source and vet reliable local contractors and suppliers, negotiate pricing and service agreements, and hold vendors accountable to response-time and quality standards across the portfolio.

• Team Leadership

  Recruit, train, schedule, and develop a seasonal and year‑round team spanning guest services, housekeeping, and maintenance.

  Build the SOPs, onboarding materials, and training programs this growing team needs as the portfolio scales.

  Foster a culture of accountability and hospitality that mirrors branded service delivery in a boutique setting.

• Business Operations

  Partner with leadership on budgeting, cost control, and operational KPIs (occupancy, turnover cost, guest satisfaction scores).

  Work alongside the revenue/marketing function on pricing, channel management, and listing performance across booking platforms.

  Manage new‑property onboarding, setup, staging, systems, and standard operating procedures - as the portfolio grows.

• Safety & Compliance

  Ensure properties meet all health, safety, fire, and municipal short-term rental licensing requirements in Canmore and the Bow Valley.

  Maintain emergency response protocols and security procedures across the portfolio.

What You Bring

• 8-10+ years of progressive hospitality operations experience, with a clear track record of advancement. Preference for housekeeping or maintenance into rooms/operations division leadership into director-level operations within branded hotels, resorts, or high‑end lodging.
• Proven ability to lead teams through operational changes, property transitions, renovations, or new‑property openings.
• Comfort operating in a fast‑paced mountain resort market with sharp seasonality and short guest turnaround windows.
• A hands‑on, roll‑up‑your‑sleeves, detail‑oriented leadership style balanced with the polish and standards of branded operations.
• Strong financial literacy, budgeting, labour cost control, and property‑level P&L ownership.
• Working knowledge of property management systems, channel managers, and/or operating platforms.
• Post‑secondary education or certification in hospitality, tourism, or hotel management is an asset.
• Based in Canmore/the Bow Valley; a genuine connection to the mountain lifestyle and this community.