Property Operations Manager

RED Hospitality & Leisure; St. Thomas; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Employee development programs

Work-life balance initiatives

Job summary

RED Hospitality & Leisure is seeking a proactive leader for the St. Thomas location, responsible for overseeing operations, sales, and staff development. You will ensure a high level of guest satisfaction and maintain operational excellence.

Ideal candidates will have strong leadership skills, experience in matrixed organizations, and a customer-focused mindset. The role requires effective communication and organizational skills to enhance team performance and drive revenue.

Qualifications

• Experience in matrixed organizations focused on guest relations and beach operations.
• Ability to problem-solve proactively.
• Exemplary communication skills for luxury brand standards.

Responsibilities

• Oversee daily operations in all RED areas.
• Lead beach operations and ensure smooth guest interactions.
• Accountable for human resources in the department.

Skills

Leadership

Communication

Problem-solving

Sales proficiency

Team management

Microsoft Office skills

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Leadership

• Create effective structures, processes, people and performance management systems.
• Set goals and objectives for direct reports in partnership with Property Leadership and RED business goals to align performance expectations and accountability.
• Set a cadence of regular and consistent communication and 1:1s, focusing on encouragement, accountability, and RED mindset.
• Support tools, training, and L&D resources to educate and develop sales teams.
• Activate regular competitions/incentives for sales across beach, marine and property teams.
• Provide day‑to‑day leadership and oversight to the operations team with a focus on building a long‑term RED‑culture and value‑based relationship with customers and internal stakeholders to achieve sales objectives.
• Provide hands‑on leadership support to beach operations and lobby‑based teams, training each employee to deliver 5‑star service in line with the hotel’s goals and standards.
• Transfer functional knowledge and sales skills to developing Tours and Activities agents, and assistant managers.
• Daily observation of service, organization, and communication behaviors of direct reports and provide regular, actionable feedback.
• Challenge and motivate staff to achieve sales, provide superior guest service and promote RED.
• Be an expert problem solver.

Staff Development

• Hands‑on support for incoming concierge orientation and onboarding process.
• Transform the culture to a proactive sales team with a first‑class guest focus including fast response time and an over‑and‑above attitude.
• Empower and activate the Tours and Activities team to be independent workers with a drive for success and personal growth.
• Focus on beach operations and team training and accountability for sailing lessons and equipment usage, ensuring that all required training has been completed, documented, and communicated.
• Ensure all development programs are in line with the Company’s core values and vision.

Operations

• Oversee the daily operations of all RED operations on the property including but not limited to beach operations, Watersports, retail store and tours and activities stations.
• Lead the coordination of all employees and initiatives for the RED property team with the Director of Hotel Operations.
• Collaborate with the hotel property operators to engage in relationship building and service execution. Relationship building with the Sand and Sea team is integral.
• Attend daily stand‑up meetings and group reserve meetings as required.
• Develop a culture of inclusiveness, communication and respect amongst the team.
• Manage and develop all third‑party vendor relationships.
• Develop the Tours and Activities team to focus on driving revenue and closing every enquiry.
• Provide hands‑on, on‑site support to the team. This is an active role with a constant presence in all our areas of operations including, but not limited to the Dock, beach hut 1, beach hut 2 and both lobby desks.
• Cover the Tours and Activities desk, executing sales and booking excursions in the absence of sales agents on an as‑needed basis.
• Oversee the training and development of all beach associates with a focus on sailing skills, guest interactions and policy and procedures.
• Observe, modify and implement new policies and procedures to continuously challenge the status quo and refine the business model by offering better value and service to our customers.
• Incorporate guest satisfaction as a crucial component of daily stand‑up meetings, with a focus on associate recognition, accountability, and continuous improvement of the guest experience.
• Maintain successful performance by increasing revenue and controlling expenses in your assigned areas.
• Accountable for the successful establishment and maintenance of all outside concierges, vendor and third‑party relationships.

Finance & Accounting

• Ensure monthly billing accuracy and deliver monthly reconciliation/audit of all financial statements.
• Monitor and control all schedules to ensure full coverage and remove overtime in line with our business needs.
• Ensure the correct voucher system is in place and unpaid reports are kept up to date and all inventories are completed as needed.

Human Resources

• Accountable for all human resources activities, including recruiting, hiring and onboarding processes, progressive discipline policies, for your department while working closely with Director of Hotel Operations.

Sales & Marketing

• Recommend and implement sales and booking goals for tours and activities direct reports.
• Work with the Director of Hotel Operations and revenue team, implement, and adapt a proactive sales and marketing plan that addresses revenue, market conditions, and customers.
• Follow up on guest recovery scenarios to the appropriate teams on property, ensuring the successful execution of any necessary resolution.
• Offer operational support to the DMC team as needed.
• Establish, maintain and grow local relationships with third party vendors across experiences, off‑site concierge, restaurants and transportation agencies.

Qualifications

• Key contributor in working across disciplines in matrixed organizations – Guest relations, Beach Operations, Concierge sales.
• Highly organized, productive leader who can problem‑solve while being proactive in anticipation of guest needs.
• Highly proficient in Microsoft Word, Outlook, Excel and PowerPoint.
• Effectively trained in the art of conversation, adhering to luxury brand standards with an integral focus on beach operations.
• Embody a positive mindset and adopt a lead‑by‑example attitude.
• Ability to be an enthusiastic self‑starter with strong organizational skills.
• Exemplary communicator, understanding email and phone responses will be needed outside of traditional work hours at a luxury level.

Knowledge, Skills, and Abilities

• Must be able to walk on various types of surfaces including rough terrain, sitting, standing, maintaining balance, climbing stairs, ladders, and inclines, working alone and in remote areas.
• Must be able to work various work settings such as exposure to sunlight, and outside temperature extremes.
• Must be able to lift at least 50lbs.
• Knowledge of the principles of basic report preparation.
• Knowledge of the principles and procedures of reliable data collection and recordkeeping.
• Ability to establish and maintain effective working relationships with all persons contacted during the work.
• Ability to operate assigned equipment, read and interpret documents.
• Must be able to operate with little or no supervision.
• Must be willing to work holidays, nights, and weekends.