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Director of Operations

Hilton Vancouver Metrotown, CANADA

This is a Contract position in Greater Vancouver, BC posted August 21, 2017.

The Hilton Vancouver Metrotown is the newest addition to the Crescent family in Canada. Just steps from the Metropolis at Metrotown shopping centre and Skytrain, this hotel features 283 contemporary rooms, executive lounge, full-service restaurant and lounge as well as 15,000 sf of banquet space.

Join our team of hospitality professionals who are building our success based on passion and expertise. We are currently looking for energetic and passionate individuals with an interest in developing their career.

The Hilton Vancouver Metrotown is looking for a hands on Director of Operations to join our Leadership Team. The role requires the right person to provide guidance and leadership to the day to day operations with a focus on Food Beverage Operations and Sales Catering Division, ensuring consistent compliance with hotel and brand policies, and quality guest service while maximizing profits. The role indirectly offers supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. Has the ability, knowledge and skills to act as General Manager in the General Managers absence.


1.Implement and manage hotels daily quality process including goal communication, associate improvement, compliance with both Hilton and Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from various sites, comment cards, guest satisfaction and service failure measurements and coach accordingly.
2.Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline andor termination when appropriate.
3.Ensure training programs are conducted regularly and Hilton standards of performance are met. Give guidance and counsel managers and staff toward improvement.
4.Communicate both verbally and in writing to provide clear direction to staff.
5.Assign and instruct management in details of work. Observe performance and encourage improvement. Supervise and review cost and inventory controls.
6.Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, service recovery, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
7.Supervise budgeting, forecasting, training, motivating and staffing.
8.Supervise forecasting, expenses and actual results for revenue and expenses. Review logs daily for significant incidents, and coordinate with department heads all enforcement of policy andor improvement as needed.
9.Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
10.Plan, organize, chair, attend andor participate in various hotel meetings such as Staff Meetings, Sales Division Meetings, Food Beverage Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
11.Participate with management in the creation of menus designed to attract a predetermined customer market.
12.Implement effective inventory controls and labor costs among all sub-departments to standards.
13.Assist with and supervise the implementation of a preventative maintenance program of all building equipment, guestrooms, public areas, and back-of-house spaces.
14.Abide by all hotel and provincial requirements pertaining to serving alcoholic beverages and food safety.
15.Assist managers in establishing and achieving predetermined profit objectives and desired standards of sales efforts, food quality, service, cleanliness, merchandising and promotion.
16.Regularly review and evaluate the degree of guest satisfaction, to implement new operating and marketing policies.
17.Develop operating tools necessary and incidental to modern management principles, e.g. budgeting, forecasting, menu abstracts, food production control etc.
18.Comply with attendance rules and be available to work on a regular basis.
19.Perform any other job related duties as assigned. REQUIRED SKILLS AND ABILITIES

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Communicates well with all colleagues and guests. Must be willing to pitch-in and help co- workers with their job duties and be a team player. Requires the exercise of considerable managerial and proven leadership skills as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large scale work projects. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Ability to observe performance and detect signs of emergency situations and respond with proper action.


Customer Satisfaction
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with colleagues and guests. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day.

Work Habits
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills andor improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety Security
The safety and security of our guests and associates is of utmost importance. Every associate must adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.


The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job

Must be able to speak, read, write and understand English fluently.
Requires exceptional communication skills both verbal and written
Must possess advanced computer skills
Must have a working knowledge of all aspects of Food Beverage, Culinary operations, Sales and Events.
Must have excellent interpersonal and sales skills.
Must have exceptional organizational supervisory skills
Must be able to prepare and analyze data and figures, and transcriptions


High school or equivalent education required. Bachelors Degree preferred.
Minimum of 5-7 years leadership experience hotels is a must.
Preferred union leadership experience
Serving it Right or equivalent required.
Food Safe certification required.
Must be able to speak, read, write and understand English fluently.
Must possess basic computer skills.
Must have excellent interpersonal and sales-related skills.
Must have exceptional organizational, supervisory, coaching skills.
Must be able to prepare and analyze data and figures, and transcriptions.
Must have exceptional food and beverage knowledge, pricing, expense control.
Should be motivated by current food and beverage trends.
Must be able to exert well-paced ability to maneuver between operational departments.
Must be willing to adhere to grooming and attire policy as outlined by brand standards and ensure adherence at all times from all team members.

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise.