Operations Manager- Haida House

POSITION SUMMARY 

Haida Tourism is a Haida-owned company, owned and operated by Haida Enterprise Corporation (HaiCo).  HaiCo is focused on building Haida owned enterprises that reflect Haida cultural values, invest in the training and mentorship of Haida Citizens, create careers and improve the lives of Haida Citizens and the economy of Haida Gwaii.

Haida Tourism has an exciting opportunity for a service-oriented individual that wants to support the leadership and growth of the Haida House team. Reporting to the General Manager, the Haida House Operations Manager will play a pivotal role in ensuring seamless operations, both front and back of house, to deliver exceptional guest experiences and cultivate a positive team environment.  The Operations Manager responsibilities will include recruitment, training, scheduling, conducting staff one on one’s and team meetings, delegating tasks, & supporting the guest experience team. The hours of work will include evenings and weekends. 

DUTIES AND RESPONSIBILITIES  

·        Provide leadership aligned with Haida cultural values and company objectives.

·        Build, mentor, and manage an effective team through recruitment, training, and performance management, implementing individual staff training programs, and promoting career growth for Haida Citizens.

·        Managing staffing schedules, ensuring adequate coverage for shifts and optimizing staff allocation to maintain operational efficiency.

·        Deliver and exceed Hyatt KPI’s.

·        Responsible for front desk, housekeeping, F&B and maintenance operations.

·        Adhere to the Haico code of conduct and ensure all colleagues are held to the standards set forth by the company.

·        Ensure all employees have received CMS training and conduct training sessions. 

·        Ensure monthly inspections of all areas are being conducted for safety and quality assurance.

·        Act in accordance with Hyatt standards.

·        Lead staff recruitment, onboarding, training, and retention efforts, fostering a positive working environment.

·        Collaborate with the guest experience team to ensure exceptional guest satisfaction and actively support marketing efforts to drive bookings, contributing to the property's growth and success.

·        Working closely with the General Manager to create and oversee budgets, monitor variances, and report to senior management.

·        Review departmental costs and approve expenditures, and ensure departmental results are on budget.

·        Foster effective communication within the team and collaborate with other departments and local entities to enhance guest experiences.

·        Represent the property in the community, acting as a liaison to maintain and develop local relationships, contributing to the property's positive presence and integration within the community.

·        Implement operational improvements and action plans to enhance service quality, participating hands-on in operations as needed.

·        Provide mentorship and support to the team, recommending training opportunities for their success.

·        Ensure emergency protocols are understood and adhered to by staff for a safe environment.

·        Uphold and reinforce company policies and guidelines across all operations.

·        Other related duties, at the discretion of the General Manager.

KNOWLEDGE, SKILLS AND ABILITIES 

·        Excellent proven mentorship and staff development skills

·        Excellent written and interpersonal communication skills including conflict management. 

·        Strong organizational and supervision skills with effective decision and delegation skills

·        Strong knowledge of Hyatt systems and protocols an asset.

·        Previous hotel experience, preferably with Hyatt hotels

·        Knowledge of rooms division and F&B required.

·        First aid certified

·        Class 4 drivers license

TRAINING, EDUCATION AND EXPERIENCE 

·        Minimum of 5 years’ experience in management experience in similar tourism operation 

·        Post-secondary education in marketing, tourism and/or management

·        Or an equal combination of education, training, and experience

·        Preference will be given to qualified Haida candidates.