Kwa’lilas Hotel is seeking a Assistant Rooms Division Manager to join our team in scenic, Port Hardy, B.C. The Kwa’lilas Hotel is located in the traditional territories of the Kwakiutl people. Meaning “a place to sleep”, the “Kwa’lilas” hotel was named by the Gwa’sala-‘Nakwaxda’xw elders in hopes that guests may find peaceful rest after a day of exploration on North Vancouver Island.

The Assistant Rooms Division Manager is the leader within the rooms division department assisting with management of both the Front Desk and Housekeeping teams, overseeing the operations and effectiveness of hotel guest services, employee performance and development, and service development for the departments. Understanding the vision and supporting the departments in new levels of excellence in Guest Service and maximize guest recovery opportunities will be essential in maintaining and improving our already excellent guest standing.

What We Offer

• 3 month of covered accommodation for individuals relocating from outside of Northern Vancouver Island.
• Company events and holiday parties.
• Benefits after 6 months with the company.
• Wellness incentives include a discounted gym membership and free counselling services in Port Hardy.
• Discounted food from the Nax’id Pub.
• Career growth and development opportunities

Job Types: Full-time, Permanent

Pay: $55,000–$65,000 a year

This position is not eligible for LMIA sponsorship. Candidates must have valid authorization to work in Canada.

• Lead the Front Desk and Housekeeping department in all aspects to ensure a smooth operation and the highest level of guest satisfaction.
• Collaborates effectively with all leaders in the Hotel to ensure seamless operations
• Consistently offer professional, friendly and engaging service and inspire team to do the same
• Ensure uniform and personal appearance are clean and professional.
• Seek feedback on guest satisfaction and resolves problems in meaningful ways to exceed expectations
• Drives continuous improvement of guest satisfaction through use of guest feedback.
• Drive Colleague Engagement through active leadership, meaningful action planning, inspiration and influence.
• Hold regular communication meetings and ensures timely and appropriate recognition for individuals and teams and participates in division & hotel wide recognition events.
• Mentor, coach & advise colleagues in personal & professional development
• Manage the departmental budgets of Front Desk and Housekeeping in a fiscally responsible manner; order cleaning supplies and office equipment as necessary.
• Communicate through pre-shift briefings, group texts, emails and departmental meetings all pertinent information for the respective shift and areas of operation.
• Ensure proper staffing and scheduling of all Front Desk and Housekeeping colleagues in accordance to productivity guidelines.
• Train Front Office supervisors and Night audit staff and fulfill training role for Guest Services Agents and additionally facilitate the scheduling of staff for 3rd party training programs.
• Train Housekeeping Supervisors to fulfill the training role of housekeeping staff.
• Maximize room revenue through guest satisfaction, exceptional results in leveraging online booking opportunities and technology, and participating in revenue management meetings and supporting initiatives
• Strong focus on hotel guest loyalty & and ensure expectations are consistently met or exceeded.
• Manage inventory levels to drive revenues during peak periods
• Ensures delivery of all core brand service standards and drive innovative creation of LSOP’s based on current industry trends
• Develop, implement and maintain new incentives to motivate employees.
• Expert in all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staff
• Promote a safe working environment by adhering to Health and Safety standards
• Collaborates effectively with all leaders in the Rooms Division to ensure seamless operation
• Performs any and all other tasks which are assigned by the management team
• All other job duties as assigned by GM.

Education and/or Work Experience Requirements:

• Minimum 1 years of experience as a Front Desk Manager, Assistant Rooms Division Manager or Assistant Manager with extensive knowledge of Front Office operations including but not limited to:
• Working with group bookings and travel Operators contracts
• Rate and room inventory management
• Managing payments, city ledger accounts and accounts receivables
• Extensive knowledge of achieving high quality hotel operating standards required
• University degree or College diploma in Hotel Management preferred
• Knowledge of computerized Front Office reservations and OTA booking systems required preference given to those with specific Roomkey PMS experience and knowledge.
• Proficiency in Word and Excel
• Superior leadership & coaching skills with a proven track record of developing and motivating career minded colleagues & leaders
• Ability to analyze data and trends and create strategies for improvement, willing to take risks
• Strong guest service orientation and training skills background required
• Able to balance a variety of conflicting priorities while considering all aspects of the job i.e. Financial, Operational, Talent & Culture
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Ability to work flexible schedules and fill in staff shifts (including evenings, weekends and overnights if required)

Application question(s):

• How many years of front office experience do you have?
• Are you willing to relocate to Port Hardy?
• Are you legally eligible to work in Canada?
• Do you have experience in working with Word and Excel?