Operations Manager

If you are looking for a team that brings out the best in each other, a team that has fun and are proud of their work - we want to hear from you! The Four Points by Sheraton Kelowna Airport and Hampton Inn & Suites Kelowna are currently looking to fill the Operations Manager role.

In this dual-property leadership role, the Operations Manager is responsible for the strategic oversight and day-to-day management of all hotel operations. The primary focus is to ensure operational efficiency, maintain brand integrity across multiple flags, and drive excellence in guest service and financial performance.

Job Duties & Responsibilities:

Operational Leadership & Brand Compliance

• Daily Oversight: Manage day-to-day activities for both properties to ensure seamless service delivery; serve as the primary point of contact for operational escalations.
• Brand Excellence: Lead the properties to success in Hilton and Marriott Quality Assurance (QA) audits, ensuring 100% compliance with brand standards and productivity guidelines.
• Facility Standards: Maintain accountability for hotel cleanliness and "curb appeal" (ensuring the exterior, landscaping, and entrance create a premier first impression).
• Safety & Security: Enforce all statutory regulations and internal protocols to guarantee the safety of guests, employees, and physical assets.

Financial Management & Profitability

• Strategic Budgeting: Collaborate with Department Heads to develop, monitor, and manage annual operating budgets.
• Revenue & Sales: Analyze actual versus projected sales; identify and address performance gaps to ensure all revenue goals are met or exceeded.
• Cost Control: Maintain strict profit margins by implementing rigorous cash handling and liquor control policies within Food & Beverage departments.
• Business Development: Evaluate costs and benefits for new business opportunities and innovate existing processes to increase overall asset value and profitability.

Guest Experience & Quality Control

• Feedback Management: Systematically review guest feedback with the leadership team to implement immediate and effective corrective actions.
• Guest Engagement: Maintain high visibility in public areas to interface with customers, obtaining direct feedback on service levels and product quality.
• Quality Assurance: Ensure the atmosphere and service delivery in Rooms and F&B consistently exceed guest expectations.

Team Leadership & Talent Development

• Mentorship: Guide, motivate, and mentor operational leaders to achieve individual performance and team-wide targets.
• Workforce Planning: Review and adjust departmental schedules to meet labor demands while maintaining budget accuracy; fill in for vacant shifts when necessary to maintain service continuity.
• Culture & Communication: Foster an environment of mutual trust and respect; conduct daily briefings to ensure the team is fully informed of hotel activities and VIP requirements.
• Community Representation: Act as a primary ambassador for the hotels within industry and community organizations to promote the properties and the brand.

What Are We Looking For?

• Hospitality Leadership: Minimum of 5 years of experience in a Senior Leadership role, specifically with a strong background in Food & Beverage operations.
• Brand Expertise: Prior experience with Marriott or Hilton brand standards is considered a significant asset.
• Education: Post-secondary degree in Hospitality Management or equivalent professional experience.
• Financial Acumen: Proven ability to manage P&L, analyze financial data, and make sound business decisions that drive profit.
• People Management: Demonstrated success in recruitment, training, employee engagement, and conflict resolution.
• Operational Excellence: A track record of improving Guest Satisfaction Scores (GSS) and passing rigorous brand audits.
• Soft Skills: Exceptional communication skills with the ability to influence stakeholders, owners, and team members at all levels.
• Flexibility: Must be available to work evenings, weekends, and holidays as required by hotel occupancy and events.

• Extended Health and Dental Benefits
• World-wide accommodation and dining discounts with Marriott  & Hilton brands
• Employee discounts on accommodations, dining, Marina, and Health & Wellness services at our sister properties (Hotel Eldorado, Manteo Resort and Eldorado Marina, and Hampton Inn & Suites Kelowna Airport). 
• An excellent work environment, with a focus on staff recognition and teambuilding
• Room for growth and development.

Don't miss this exciting opportunity to join our Four Points & Hampton family!