Operations Manager, Deerhurst Resort Muskoka

Position Overview Manages floor operations to achieve service excellence with a focus on customer service, staff leadership, performance management, and development. Achieves the overall goals of the organization through effective workforce and inventory cost control. This position reports directly to either an Operations Director or Director, Event Technology at locations producing greater than three million dollars in revenue. Key Job Responsibilities Operations Management • Manages the daily floor activities and workflow of technicians to ensure that all equipment and services are delivered on time, in good working condition and as specified by clients and the hotel. • Provides direct supervision of team members including scheduling and time keeping. • Ensures that billing is reviewed and approved by clients and advises the Director and/or Sales Manager of any potential challenges. • Ensures that daily equipment sheets are updated and properly completed. • Manages inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment. • Attends BEO, Pre-Cons, and pre-production meetings as needed. • Delegates tasks as appropriate. Customer Service • Reviews quotes and provides recommendations for cost efficiencies in accordance with the company’s standard operating procedures. • Supervises and mentors’ operational staff to ensure client satisfaction and revenue maximization via onsite upselling. • Provides outstanding customer service by establishing excellent working relationships with internal and external clients, team members, neighboring ENCORE properties and all vendors. Mentors Technicians to also provide this superior level of customer service. • Meets with guests onsite to ensure that their needs are met, and the equipment setup is working properly. • Portrays a polished, professional image according to the guidelines in the Employee Guide and/or hotel standards and ensures the team adheres to the same standards. People Development & Training • Promotes and reinforces a positive working environment centered on Encore core values. • Hire, develop, lead and motivate a talented team of technicians and operational support staff. • Promote and drive professional development and training efforts to improve overall business acumen, technical knowledge and service to the field. • Manage human resource related issues including performance management, salary administration and training and development. • Effectively utilizes applicable company computer systems and software programs and ensure team members are properly trained. • Registers and recommends team members for additional training opportunities as needed. Job Requirements • High School Diploma is required. Bachelor’s degree is preferred. • 4+ years of audio visual and customer service/hospitality experience including 2+ years of supervisory experience OR completion of Encore’s Accelerations Development Operations Program (ADOP). • Experience leading workflow and team members. • Working knowledge of audio-visual equipment in a live show environment • Proficiency with the use of computer hardware • Proficiency with computer software and programs, including the Internet and Microsoft Office • Effective leadership abilities and customer satisfaction focus. Competencies Deliver World Class Service • Hospitality • Ownership Do The Right Thing • Manages Ambiguity Drive Results • Directs Work • Achieves Goals See The Big Picture • Financial Acumen Value People • Builds Effective Teams Salary Pay Range: $55,000 - $65,000 The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives. We use artificial intelligence (AI) tools to help screen and/or assess applications for this role. These tools analyze information you provide (for example, your résumé or answers to questions using the chat to apply feature) to support our hiring team’s review. All hiring decisions include human judgment. Work Environment Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.

The Operations Manager oversees daily floor activities, equipment management, and technician workflows to ensure service excellence and operational efficiency. They are responsible for leading and developing the team, managing inventory, and maintaining strong relationships with clients to maximize revenue.

Candidates must have at least 4 years of audio-visual and hospitality experience, including 2 years in a supervisory role. A high school diploma is required, while a bachelor's degree is preferred, along with proficiency in computer hardware and software.

• Customer servicePreferred
• Microsoft OfficePreferred
• Problem solvingPreferred

Identified from the job description. Confirm important requirements above.

• Operations management
• Staff leadership
• Performance management
• Inventory control
• Customer service
• Audio-visual equipment
• Workflow management
• Team motivation
• Budgeting
• Technical training
• Scheduling
• Client relations
• Microsoft Office
• Problem solving
• Professional development
• Financial Acumen
• Cost Control
• Supervision
• Workflow Management
• Builds Effective Teams
• Artificial Intelligence
• Billing
• Business Acumen
• Customer Service
• Computer Hardware
• Computer Systems
• Training And Development
• DevOps
• Electronic Components
• Performance Management
• Standard Operating Procedure
• Leadership
• Inventory Management
• Operations Management
• Operations
• Quality Assurance
• Sales Management
• Upselling
• Dealing With Ambiguity

• Management & Leadership
• Hospitality
• Customer Service & Support
• Administrative
• Operations Manager
• Corporate Development Manager
• Finance Managers
• Financial and Investment Analysts

Minimum education

High school

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week