Job Description

Position Summary:

The Wilds Resort and Conference Centre seeks a dynamic and experienced Director of Operations to oversee and coordinate all aspects of daily operations across our full-service resort, including a hotel, conference space, outdoor event center, golf course, food and beverage outlets, and recreation amenities. This individual will play a key role in ensuring a seamless guest experience, optimizing departmental performance, and driving operational excellence across the property.

The ideal candidate will bring at least 5 years of hotel leadership experience across multiple departments and demonstrate strong leadership, communication, and strategic planning skills.

Key Responsibilities:

Operational Leadership

• Oversee the day-to-day operations of the resort’s departments including: Front Office, Housekeeping, Food & Beverage, Maintenance, and Guest Services.
• Work closely with the Director of Golf to ensure exceptional standards are met.
• Ensure consistent delivery of exceptional service standards and guest satisfaction across all areas.
• Maintain a visible presence throughout the property to monitor operational flow and respond to guest and team needs in real-time.

Strategic and Financial Oversight

• Assist in the development and execution of strategic business plans and budgets.
• Monitor financial performance and implement cost controls while maximizing revenue opportunities.
• Analyze performance metrics and guest feedback to identify and resolve issues, streamline operations, and enhance profitability.

Team Management and Development

• Lead, train, and support department managers to ensure alignment with resort standards and objectives.
• Foster a culture of accountability, motivation, and collaboration.
• Participate in hiring, performance reviews, and development planning for management and key staff.
• Work closely with department heads to ensure staffing levels are at the appropriate levels, ensure proper onboarding and training are provided for staff

Guest Experience and Quality Control

• Continuously evaluate guest service levels, ensuring operational standards meet or exceed expectations.
• Address guest complaints and feedback in a timely, professional manner.
• Implement SOPs and quality assurance programs across departments.

Coordination and Communication

• Act as a department liaison to ensure effective communication and operational synergy.
• Ensure smooth coordination of events, group bookings, weddings, and golf tournaments.
• Collaborate with the Director of Business Development to support promotional campaigns and occupancy goals.

Compliance and Safety

• Ensure compliance with all applicable health and safety regulations, labor laws, and resort policies.
• Maintain proper licenses, inspections, and certifications for all areas of the property.

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