Hotel Manager

Hotel Manager - Sunshine Mountain LodgeBanff, AB, Canada

Why join us?

We work and play in Canada’s most beautiful playground, Banff National Park, and you can too. Sunshine Village is the premier ski resort in Western Canada. If you want to be part of making our guests’ ski experience unforgettable and think a winter season skiing and riding on the best powder in the Rockies would be great too, then read on for more information...

What can you expect? 

The Hotel Manager is in a visible leadership role, providing an outstanding experience for guests by overseeing the general operations of the Resort’s slope side hotel. This role ensures guest needs and expectations are surpassed when visiting the Sunshine Mountain Lodge. The Manager effectively directs, trains, and develops the team members of the Sunshine Mountain Lodge departments: Front Desk, Bell Desk, and Housekeeping. The Hotel Manager liaises frequently with other Resort departments, vendors, the Resort’s primary food and beverage contractor, and other contracted personnel.

This job might be right for you if you think you would really enjoy: 

• Undertaking and ensuring the hotel service delivery program and goals are planned, organized, and timely, to exceed guest expectations. Routinely inspecting all areas of the Sunshine Mountain Lodge (including luggage transfer and the Bourgeau Base Area check-in), responding to on-the-spot needs and directing corrective actions, where required.
• Leading by example, taking a positive, professional, active role when required by participating in work performed by Supervisors in responsible areas, along with overseeing and managing actions of employees in those departments.
• Continually promoting the company’s exceptional guest service philosophy, and maintaining current, up-to-date knowledge of hotel and lodging industry standards and best practices.
• Working closely with the Sunshine Mountain Lodge Food and Beverage Manager to oversee effective service.
• Working closely and in conjunction with the Reservations Supervisor and customer service teams to book, manage, and modify, when necessary, guest stays. 
• Inspecting and executing quality building maintenance of the hotel and its immediate grounds (inside and outside). This should be performed by internal staff, external contractors, and the Resort’s Facilities departments, but primary responsibility rests with the Hotel Manager. 
• Creating and implementing an ongoing professional Quality Initiative, including a written Plan, Assurance System, and Control/Monitoring/Corrective Action. Work with the supervisors and staff to understand the Initiative and its components to assure consistent results.

Administrative and Reporting Responsibilities:

• Managing profit targets, budgets, inventory, supplies, par levels, guest supplies, staffing, project work, cost controls. Participating in financial analysis and reviews, including reviewing statements, occupancy, revenues.
• Develop an effective and efficient organizational structure and job descriptions to fill positions with qualified team members.
• Set up systems to track team member productivity.
• Use technology to maximize staff efficiency.
• Provide effective and recurring communication systems for guest and team members.
• Provide hotel guest activities to enhance the experience particularly after hours.
• Ensuring documentation is completed in a timely manner e.g., scheduled reports, employee training, preventative maintenance records, incident reports, certifications, permits.
• Policy and procedure development, aligned with guidance from experience at the Resort and in the resort management industry, and legal and insurance requirements.
• Maintain effective schedules to meet business needs and alter staffing levels accordingly.
• Ensure tasks and assignments are properly allocated to reporting departments, and others.
• Be involved, where required, in payroll, coaching, mentoring, department performance appraisals, hiring, corrective action, terminations, incident investigation, and inspections.
• Being able to effectively manage guest recovery, resulting in positive outcomes for all parties.
• Regular communication and updates to the Chief Operating Officer.  

 Other duties may be requested and assigned from time to time.

And you have: 

• Previous experience in a senior, high-end hotel leadership role (3-5 years preferred).
• Diploma or Degree in Hotel Management or similar program
• Proven ability to lead a team, be self-motivated, and work effectively individually or in a team.
• Ability to effectively navigate Microsoft Office suite of products e.g., Sharepoint, Excel, Word, Outlook, and PMS Maestro or similar reservations/guest management database programs.
• Professional communication skills, problem-solving and etiquette, suited to a high-end hotel.
• Prepared to work flexible schedules e.g., weekends, holidays, nights, extended hours. This role includes a Hotel Manager apartment on-mountain. The Hotel Manager must assure physical coverage with rotating upper management during all hours and days the hotel is open to the public, with the assistance of an Assistant Hotel Manager and/or a qualified and appointed leader. is required to live on mountain, for minimum 5 days per week.
• Prepared to work outdoors in all weather conditions e.g., appropriate footwear, layers, gloves.
• Approachable and courteous while being calm under pressure and patient.
• Communicate effectively in English, both written and verbally.
• Maintain professional conduct on or off-duty, and when knowingly acting as a company representative.   
• Effectively provide training, support, and assistance to responsible departments, and others.
• Conduct, attend and actively participate in meetings and training inside and outside of departments.
• Must be neat, alert, punctual and dependable.

Additional considerations:

• Employees must always be of sound mind, exhibit good judgment, and report to work fit for duty.
• This position requires the ability to operate a vehicle, on highways, as travel is required. Candidates must possess a valid Alberta driver’s licence (class 5 minimum).
• This role handles sensitive, confidential Company information, and the ability to maintain discretion and confidentiality is required. 
• Uniform pieces (liner, outer jacket, outer pants, toque, collared shirt) are provided and a professional appearance must be maintained at all times.

This role is subject to all terms and conditions of the Sunshine Village Employee Handbook and Policy Manual, and the Alberta Employment Standards Code.

The Perks: 

• FREE - Your staff pass is your ticket to ride Sunshine! 
• Ski & Ride – Free days & discounts at ski resorts across Canada 
• Staff Events – Staff parties, BBQs, spring night skiing, dog sledding & more 
• Career– Recognition programs & career development opportunities 
• Wellness– Discounted fitness passes, yoga, onsite support & professional support 
• Onsite discounts – Food & beverage, retail, & hotel stays 
• Exclusive deals – Brand-named gear & local businesses 
• And much, much more!