Trout Point Looking for Operations Manager at East Kemptville, NS Full Time

Do you love nature and people? Are you passionate about sustainability, adventure travel, food and beverage or hospitality industry?

Trout Point Lodge is Atlantic Canada’s only member of the Small Luxury Hotels of the World Collection and Nova Scotia’s premier Luxury Wilderness Resort. We are seeking enthusiastic employees to join the team for our upcoming season 2022 which starts from end April to early January 2023. If you wish to work alongside a dedicated and energetic team to create nurturing and meaningful experiences for guests to Nova Scotia, apply now with your CV and cover letter to [email protected]. Our 5-star wilderness resort is located in East Kemptville, Argyle County, Nova Scotia, Canada.

Compensation to be negotiated based on skills and experience; staff housing possible.

The Operations Manager functions as the strategic business leader of the property’s Hotel Operations. Areas of responsibility include Front Office, Guiding, Spa, Housekeeping, Food and Beverage/Culinary, Event Management and Engineering/Maintenance. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Hotel Operations meet the Lodge’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the Lodge’s target customer and employees and provides a return on investment.

This role reports to the Owners and General Manager.

RESPONSIBILITIES

Managing Profitability

Demonstrates and communicates key drivers of guest satisfaction for the Lodge’s target customer

Analyzes service issues and identifies trends

Makes and executes the necessary decisions to keep property moving forward toward achievement of goals

Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution

Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience

Strives to maintain profit margins without compromising guest or employee satisfaction

Managing Revenue Goals

Monitors hotel operations sales performance against budget

Reviews reports and financial statements to determine hotel operations performance against budget

Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses

Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results

Leading Operations and Department Teams

Establishes a vision for product and service delivery on property

Champions the Lodge’s service vision for product and service delivery and ensuring alignment amongst the property leadership team

Develops systems to enable employees to understand guest satisfaction results

Communicates a clear and consistent message regarding departmental goals to produce desired results

Managing The Guest Experience

Reviews guest feedback with leadership team and ensures appropriate corrective action is taken

Point of contact for all guest-related escalations, assuring problems are handled professionally and smoothly. Responds to and handles guest problems and complaints

Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction

Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations

Ensure Guiding Activities stay relevant and provide unique, educational and memorable experiences for guests

Point of contact for all guest emergencies, with an ability to resolve situations efficiently

Managing and Conducting Human Resources Activities

Recruit and evaluate employees on a timely basis to meet continual recruitment goals ensuring they are honest, fair and accurate

Plan and implement effective onboarding and training program for new staff and professional development activities for experienced staff

Observes service behaviors of employees and providing feedback to individuals and/or managers

Manages scheduling in a fair and equitable manner and ensure team schedules published on-time in accordance with SOPs

Ensures employees are treated fairly and equitably

Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)

Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviours in all interactions with guests and employees

Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results

Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance

Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns

Review and ensure Standard Operating Procedures (SOPs) are current and relevant

Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to SOPs and supports the Peer Review Process

Conducts annual performance appraisal with direct reports according to Standard Operating Procedures

Health & Safety

Be aware of and promote safety standards to ensure both employee and guest health and safety.

Create and maintain a safe, fair, and harassment free environment for all employees and guests.

Understand and adhere to all emergency procedures including evacuation and fire drills.

QUALIFICATIONS

Skills and Abilities

Strong leadership skills to coach, influence and motivate team.

Highly detail oriented with exceptional organizational skills.

Ability to anticipate guest needs and wants and deliver above and beyond expectations

Good Human Resources skills

Problem solver, multi-tasker and skilled decision maker

Demonstrated ability to perform under pressure while maintaining the highest degree of professionalism

Demonstrated ability to manage budgets and costs to ensure strong financial results

Excellent interpersonal and verbal communication skills

Education and Experience

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 5 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

OR

4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related major; 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

Thorough understanding of the tourism industry

Experience in a live-in resort environment is preferred

Expertise with Property Management Systems and reservations software

Knowledge of flora and fauna, wildlife and geography is a plus

Must be fluent in English, second language an asset.

First Aid certificates are an asset