Director of Operations

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.