Director of Hotel Operations

Shanty Creek Resorts is committed to providing our guests a unique Up North experience. Our friendly, caring staff welcomes guests with exceptional service and old-fashioned hospitality. We believe honest, long-lasting relationships with our guests, employees, neighbors, and our surrounding environment allow us to grow our business.

Position Summary:

We are seeking a dynamic and experienced Director of Hotel Operations to oversee all aspects of our hotel's guest services, security, transportation, and housekeeping departments. This leadership role requires a hands-on approach, a passion for hospitality, and the ability to create exceptional experiences for our guests. The ideal candidate will be a proactive problem-solver who thrives in a fast-paced environment and must work nights and weekends as the on-call leader during peak times.

Position Duties/Responsibilities:

Front Desk:

• Lead and inspire the front desk team
• Ensure that all guest inquiries and issues are resolved promptly and effectively.
• Implement and monitor service standards to enhance guest satisfaction.

Security:

• Oversee the security operations of the hotel, ensuring a safe and secure environment for guests and staff.
• Develop and implement security protocols and emergency response plans.
• Collaborate with local law enforcement and emergency services as necessary.

Transportation:

• Manage hotel transportation services, including shuttle operations and guest transportation needs.
• Ensure the timely and efficient operation of transportation services.

Housekeeping:

• Oversee the housekeeping team to maintain the highest cleanliness and maintenance standards throughout the hotel.
• Monitor inventory and supplies for housekeeping and ensure proper staffing levels.

Fitness Center:

• Direct fitness center staff to manage membership sales.
• Direct the fitness center staff in maintaining the highest cleanliness and maintenance standards throughout the fitness center.
• Monitor inventory and supplies for fitness center and ensure proper staffing levels.

Leadership:

• Serve as the on-call leader during nights and peak times, addressing issues and making critical decisions as needed.
• Foster a positive and collaborative work environment, promoting teamwork and professional development.
• Conduct regular team meetings and training sessions to ensure staff are well-informed and motivated.

General:

• Other duties as assigned
• Position requires a flexible schedule and ability to work nights and weekends.

Guest Service/Conduct:

Personal and professional accountability is an important aspect of employment with Shanty Creek Resorts. To that end, all Shanty Creek employees are required to adhere to Resort policies and standards of conduct while providing our guests with the highest level of service possible. No matter their position, all members of our staff may have opportunities to interact with our guests on a daily basis, therefore all employees must:

• Meet, on a daily basis, the personal appearance and uniform standards as identified by the Shanty Creek Resorts Employee Handbook.
• Utilize all tools provided to ensure that prompt and correct service and information is being given to our guests.
• Conduct themselves in a professional manner at all times, maintaining the highest standards of guest service in their interactions with fellow employees, vendors, and most importantly our guests.
• This position requires extensive guest contact and decisions that directly affect the experience of Shanty Creek Resorts' group clients. Adherence to the Resorts' standards of service is critical to the success of the incumbent.

Professional Experience:

• 5+ years of experience in hotel operations, with a focus on guest services, security, and housekeeping.
• Proven leadership skills with the ability to inspire and develop a diverse team.

Education:

• High school diploma or equivalent required.
• Degree or certification in Hospitality Management or related field strongly preferred..

Required Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Demonstrated ability to de-escalate tense or challenging situations with professionalism and tact, maintaining a calm and composed demeanor at all times.
• Skilled in active listening, empathetic communication, and problem-solving to ensure the best possible resolution for all parties involved.
• Dedicated to delivering exceptional guest experiences, ensuring that even difficult interactions lead to positive outcomes and satisfaction.
• Capable of balancing the needs of the organization with those of guests, fostering a welcoming and supportive environment.