Operations Manager

Westmont Hospitality Group; Medicine Hat; On-site; CAD 65,000 - 90,000; Full time

Job summary

Westmont Hospitality Group seeks an Operations Manager to support General Managers in day-to-day hotel operations across the region, focusing on guest service and profitability. You will lead budgeting, forecasting, and adherence to policies while coordinating with Sales, Finance, HR and Quality teams.

This role requires strong leadership, excellent communication, and the ability to travel within the region.

Qualifications

• Degree in Business Management, Hospitality Management or equivalent.
• Minimum 4 to 5 years of experience in a hotel management role or similar capacity.
• Experience in HR, Sales, Marketing and financial areas preferred.
• Excellent communication and leadership abilities.
• Proficient with computerized systems (MS Word, Excel, Outlook, Oracle).

Responsibilities

• Assist General Manager in leading daily hotel operations including budgeting and forecasting.
• Oversee service quality, guest satisfaction, standards compliance and financial metrics.
• Identify performance gaps and implement corrective measures.
• Coordinate with Revenue Management and Sales to improve market share.
• Review P&L statements with General Manager monthly.
• Assist in negotiations of collective agreements.
• Coordinate capital improvements and PIP planning.
• Mentor and evaluate department heads and managers.

Skills

Leadership

Communication

Interpersonal skills

Administration

Budgeting

Forecasting

Data gathering and analysis

Problem solving

Time management

Decision making

Education

Degree in Business Management or Hospitality Management or equivalent

Tools

MS Word

Excel

Outlook

Oracle

Job description

The Operations Manager is responsible for assisting the General Manager(s) in managing daily hotel operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. The position is the primary contact for hotel(s) within the region for daily operations, sales and marketing, finance, human resources, product quality, capital and issue resolution.

MAJOR DUTIES AND RESPONSIBILITIES

• Assist the General Manager in leading, directing and managing daily hotel operations including, but not limited to hotel budgeting and forecasting, strategic planning, implementing and complying with all company cost, policies and standards, responding to guests inquiries and resolving concerns, and meeting participation and facilitation.
• Oversee service quality, operational efficiency, guest satisfaction, standards compliance and service and financial measurements.
• Identify operational performance, productivity and efficiency gaps and implement measures to correct those deficiencies.
• Implement and manage hotel's daily quality process to include, but not limited to, communicating goals, company vision, empowering team members, managing service recovery techniques and problem resolution and measuring satisfaction.
• Works with Revenue Management and Sales to improve market share.
• Reviews Profit and Loss statements with General Manager(s) on a monthly basis.
• Assist in negotiations of collective agreement; ensure process is fair and reasonable.
• Coordinating capital improvements and property improvement plans (PIP).
• Monitor and develop team member performance, particularly department heads and managers, to include, but not limited to, providing supervision, providing professional development, conducting counseling and evaluations and delivering recognition and reward
• Recruit, Coach, train, develops, and conducts annual staff performance reviews for direct reports.
• Candidates must be available to work a flexible schedule, including weekdays, weekends, evenings, nights, and holidays
• Candidates must be willing to step in and support the Front Office, Housekeeping, Sales & Marketing, and Maintenance teams as required.
• Other duties as assigned by the General Manager.

MINIMUM QUALIFICATIONS AND SKILLS

• Degree in Business Management, Hospitality Management or equivalent.
• Minimum 4 to 5 years of experience in a manager role within the hotel management industry or in a similar capacity. Current Operations Manager or Assistant General Manager experience is preferred.
• Human Resources, Sales, Marketing, and financial experience are also preferred.
• Exceptional leadership qualities, along with previous managerial experience.
• Excellent communication, interpersonal and administration skills.
• Ability to resolve issues in a suitable and timely manner.
• Work well under little to no supervision.
• Proficient with computerized systems; MS Word, Excel, Outlook, and Oracle.
• Ability to gather, compare, analyze and present data.
• Ability to deal with all levels of management and staff in a professional manner.
• Excellent time management skills with attention to detail and accuracy.
• Strong sense of urgency and accountability in ownership

MENTAL EFFORT

Mental and visual concentration during computer work daily.

Listening and mental attentiveness in dealing with customer queries, and manager's requirements.

Mental effort required in multi-tasking and handling interruptions that require constant refocusing.

PHYSICAL EFFORT

WORKING CONDITIONS

Governed by concurrent and dynamic deadlines, despite conflicting priorities and frequent interruptions.

Frequent travel within region.

Frequently required to work extra hours.

TYPE OF SUPERVISION REQUIRED

Reports to the Senior Director of Operations and works under minimal to no supervision. The Individual has complete responsibility and complete authority to take whatever action is deemed advisable or necessary, subject only to the policies or general rules laid down. Occasionally consults with immediate supervisor.

TYPE OF SUPERVISION AND/OR ASSISTANCE GIVEN

Directly supervises employees and supervisors by assigning tasks, and disciplining employees. The incumbent also provides input for hiring and terminating employees, as well as conducting salary reviews and determining salaries.

In our commitment to provide a selection process and work environment that is inclusive and barrier free, accommodation will be provided in accordance with the Canadian Human Rights Code. Any special accommodation needs required in order to allow you to participate in the hiring and employment process to your full potential can be arranged in advance by contacting the Hiring Manager to arrange reasonable and appropriate accommodation.

PLEASE NOTE: This Job Description is not neither definite nor restrictive and may be modified or added to in the future to meet changing needs.