Director of Operations

The Populus•Quinte West, ON

8d•$115,000 - $135,000•Onsite

About The Position

The Director of Operations reports to the General Manager and is an exempt position. This role requires a diverse knowledge of Rooms Division operations, with a willingness to be hands-on in daily operations while also directing long-term hotel goals. Leaders at Aparium are expected to work closely with their teams. As the company is in a hyper-growth phase, the ability to be both a strategic leader and an operational soldier is critical. The Director of Operations will support and lead Engineering, Front Office, Housekeeping, and Valet departments. This role involves developing and executing pre-opening and post-opening plans to ensure innovative guest experiences, deliver outstanding guest service, and build a dynamic team. The position requires a visible presence in the lobby and on guest floors, as well as in the office. The Director of Operations will actively foster trusting and transparent relationships with fellow leaders and associates. Within the Aparium Hotel Group, leaders are expected to be collaborative, humble, experienced, and open-minded, with no room for egos.

Requirements

Passion for the People, Place and Culture of our community, love of Guest Service also required
Minimum of three (3) years’ experience of management responsibility, within upscale, lifestyle or luxury hospitality companies
Adaptable interpersonal skills to communicate and address all associate levels of the hotel
Professional proficiency of the English language in reading, writing and verbal communication
Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals

Nice To Haves

Pre-opening experience as an operating division head or department head preferred
Due to the cyclical nature of the hotel industry, associates may be required to work varying schedules to reflect the business needs of the hotel

Responsibilities

Uphold and model the company’s principles of People, Place and Character; and ensure your team also models the way our values drive collaboration, intuition and translocal hospitality
Active participant in the interviewing, hiring, training, scheduling, coaching, and motivating associates in Engineering, Front Office, Housekeeping and Valet to create an environment that nurtures ideas and develops future talent for succession planning in the hotel operation
Demonstrate passion and aptitude for all aspects of a guest’s experience, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; serve as the shepherd of all on-property experiences and able to uncover the details that will add a special touch for guests and associates that turn into a fond memory
Participate in and/or leads daily briefings, weekly leadership meetings in your divisions, and monthly departmental staff meetings to further develop ideas and objectives with the team while simultaneously providing constructive feedback and strategizes to overcome and correct any previously missed opportunities
Assigns associates to complete the needed activities for the day and inspects their accomplishments; and monitors associate activities to ensure standards are achieved, and associates feel supported and valued to meet and exceed guests’ needs
Observe conditions of all physical facilities and equipment in the hotel operation and work in collaboration with other operating divisions and any third-party vendors to establish detailed cleaning and preventative maintenance programs to ensure appearance and life of all furniture, fixtures and equipment throughout the hotel
Lead all matters related to the safety, security, satisfaction and well-being of hotel guests and associates; respond swiftly and effectively in any hotel emergency of safety situations; and verifies all associates are trained and following proper emergency procedures and responses
Fluent in operational metrics, KPI’s and P&L’s and demonstrates critical thinking skills by connecting those with operational observations; provides coaching and corrective action that targets root causes of issues and the highest priorities in the operation of your divisions
Participate in all leadership meetings to provide thoughtful and insightful suggestions and feedback in order to give a voice to your divisions at the highest leadership level to demonstrate commitment to the success and innovation of the hotel
Works directly with outside contracted companies to assure quality and timeliness of work while prioritizing the guest experience and developing long term partnerships
Champion Aparium divisional and hotel wide initiatives and best practices (e.g., Lobby Ambassador, Property Walks, and Manager on Duty programs) by ensuring you take the time to communicate and/or train on the purpose of purpose of each initiative.
Communicate regularly with the General Manager to provide updates and align on priorities, discuss plans, and request for any additional resources to support the operations; and any additional tasks and responsibilities as requested by the General Manager in support of a successful operation