Operations Manager - Chateau Nova Yellowknife

About us

Nova Hotels is a Canadian, family owned and operated hotel chain and management company based in Western Canada. Nova has 15 full and limited service hotels across Alberta, Saskatchewan and the Northwest Territories. Nova Hotels started its business in Yellowknife in 2000 and has had over 32 hotels and operate 6 different brands in the last 21 years of business, making us one of the larger independent hotel chains in Western Canada. We have almost 2300 guest rooms and over 100,000 square feet of meeting space. We are also an award-winning hotel chain with awards like Employer of Choice and a few locations are COR certified. Nova Hotels strives to provide you the utmost in comfort and service at a great price. No matter if you are an employee of Nova Hotels or a valued guest, we want you to feel like you are a part of our family.

The Destination

The Northwest Territories is so many things. It's the start of a journey. An attitude. A destination like no other. It is a place from the pages of history. A place that still lives free and wild. Big and big-hearted. Full of adventure and discovery. And more accessible than you think. It is endless waters and unmatched landscapes. The Northwest Territories is the last corner of North America to be tamed – home to the biggest and deepest lakes, the highest waterfalls, the fabled Northwest Passage, the forbidding Barrenlands and so much more. The Northwest Territories is the best place on Earth to witness the cavorting Aurora and the midnight sun. In summer, it's downright toasty. In winter, it is a new experience, with sundogs, moonbows, trees frosted in glitter, and roads made out of ice.

PRIMARY FUNCTIONS

Reporting to the General Manager, the Operations Manager’s role is to ensure quality standards throughout the hotel and provide an excellent experience for the guests. This role is responsible for overseeing Guest Services, Housekeeping, Food and Beverage, and Catering. The role is key for maximizing guest satisfaction and for the strategic development of the property. This is a leadership role that requires people management skills, excellent attention to detail and ability to execute and follow through on projects. This hands-on position is required to plan, organize, direct, control and evaluate the operations. The Operations Manager also functions as a support to the General Manager. The job requires the Operations Manager to act as the General Manager when that person is not available.

The Operations Manager is required to maintain a flexible schedule and be available to work shift work including evenings, weekends and holidays.

Provide leadership in exceptional customer service and innovation while providing a working environment that fosters career growth and development for our Associates.

DUTIES AND RESPONSIBILITIES

• Ensure that each department delivers a consistently high standard of guest service. Also, achieve business objectives and maximize the profitability of all outlets. Maintain effective cost controls in all areas.
• Plan and direct the hotel main operations including quality, standards, cleanliness, guest satisfaction.
• Promote a culture of excellence in guest care through a warm welcome and a desire to exceed expectations.
• Work alongside all Department Managers to ensure the smooth running of the day-to-day operations.
• Conduct regular operations meetings with all HODs to discuss routine operational matters, departmental performance targets and guest feedback.
• Act as the General Manager in their absence.
• Be responsible for maximizing profit through the consistent delivery of the highest standard of service.
• Ensure consistent implementation and review of SOPs throughout all Departments.
• Be responsible for all the day-to-day queries, complaints or problems that arise in the hotel.
• Monitor the hotel functions book and familiarize yourself with all updates & amendments.
• Liaise daily with the GM to forecast Hotel business on a weekly basis and plan accordingly.
• Maximize financial opportunities and achieve pro-active up-selling environment throughout the hotel.
• Carry out Duty Management shifts as required.
• Conduct regular fire walks and Health & Safety audits.
• Promote a positive employee relations culture through effective communication and regular team meetings.
• Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation and grooming.
• Ensure that reasonable care is taken for the Health and Safety of yourself, other employees, guests and any other persons on the Hotel premises.
• Ensure full compliance with all regulatory and statutory regulations and requirements, including but not limited to: health, liquor, environmental and fire code regulations. Maintain up to date on all changes to regulatory requirements affecting hotel operations.
• Represent the hotel in appropriate hotel, tourism and business associations.

Nova Perks:

In addition to competitive wages we offer:

• Staff rates at any of our locations throughout NWT, Saskatchewan and Alberta.
• Friends & Family Rates at any of our locations.
• Extended Health Benefits for full time employees.
• Employee Discounts at the F&B Outlets.

Job Specifications and Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Customer-Service: exceptional customer service skills. Being friendly and courteous to drive customer retention and positioning.
Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Commits to required hours of work when necessary to reach goals. Flexible to work a variety of shifts.
Ethics: Treats people with respect; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Fiscally Responsible: Maximizes organizational resources to drive the greatest efficiencies and profitability for the hotel.
Initiative: Takes independent actions and calculated risks; Asks for and offers help when needed.
Innovation: Generates suggestions for improving work.
Interpersonal Skills: High energy, positive and friendly. Focuses on solving conflict, Maintains confidentiality; actively listens to others without interrupting or distractions; Maintains a positive attitude even in negative situations; Remains open to others' ideas and tries new things. Must be able to work well under pressure. Takes pride in a job well-done.
Language and Communication Skills: Ability to read, write, and comprehend simple instructions, short correspondence, and memos. Ability to present information in one-on-one and small group situations to other employees of the organization. Ability to respond to common inquiries or complaints from guests. Strong telephone abilities.
Organizational Support: Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Problem-Solving Skills: Dealing with employee conflict, irate customers and wrong stock orders is part of a food and beverage manager's job. Being able to come up with a solution quickly is a needed skill.
Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy, consistency and thoroughness. Must have attention to detail.
Safety and Security: Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Able to work in a diverse work environment.

PHYSICAL DEMANDS:

Lifting - Under 20lbs 50% of work time, Carrying - Under 20lbs 50% of work time, Pulling – Under 20lbs 10% of work time, constant walking, bending, standing, reaching, and kneeling.

WORK ENVIRONMENT:

The work environment is a setting, which has the following conditions: high noise environment; high traffic area for internally and external guests, exposure to equipment such as trolleys, carts, dishes, AV equipment, etc. There is a potential exposure to theft and/or belligerent guests.