Director of Operations - Sutton Place Hotel
Top Benefits
About the role
Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.
Job Summary
The Director of Operations at Sutton Place Hotel is responsible for leading and overseeing all key operational departments, including Rooms Division, Maintenance and Strata Owner Relations. This executive-level position ensures the seamless delivery of Sutton Place’s luxury service standards across the property. The Director of Operations plays a strategic and hands-on leadership role, ensuring operational excellence, driving guest satisfaction, and fostering a culture of accountability and service excellence throughout the hotel.
The Sutton Place Hotel Revelstoke Mountain Resort is a luxury, slopeside resort offering over 200 condo-style suites with high-end amenities in the heart of Revelstoke Mountain Resort. The hotel sleeps over 700 persons, mixing in Strata Management, Owners and Hospitality.
The Director of Operations role requires a visible, engaged, and hands-on leadership presence across all departments. The position demands flexibility, with availability on weekends, holidays, and extended hours to meet the operational and service needs of a 5-star luxury hotel. Interaction with both guests and team members is expected in this high-demand role.
Essential Job Functions
Operational Leadership:
- Oversee the daily operations of all key departments, including Front Office, Housekeeping, Concierge, Guest Services, Owner/ Strata Relations and Maintenance.
- Ensure consistency and excellence in service delivery in alignment with Sutton Place’s luxury brand standards.
- Establish, implement, and monitor SOPs and service guidelines to ensure operational consistency and guest satisfaction.
- Serve as Acting General Manager in their absence, with full responsibility for hotel operations.
Guest Experience:
- Champion Sutton Place’s commitment to elevated guest experiences through proactive engagement and personalized service strategies.
- Monitor and respond to guest feedback across all channels, ensuring issues are resolved promptly, professionally, and in line with luxury expectations.
- Lead innovation in guest service by identifying trends and implementing enhancements that elevate the overall experience.
Team Leadership and Development:
- Lead, mentor, and develop a strong team of department heads and operational leaders committed to service excellence.
- Conduct regular performance reviews, provide coaching and development plans, and build a succession pipeline for key roles.
- Promote a collaborative, high-performance culture that aligns with Sutton Place’s values of professionalism, inclusivity, and excellence.
Financial and Business Acumen:
- Oversee operational budgets, monitor departmental expenditures, and ensure alignment with the hotel’s financial targets.
- Partner with Finance and General Manager on forecasting, cost control, and revenue optimization.
- Analyze key performance data and operational metrics to identify efficiencies, reduce waste, and improve profitability.
Strategic Planning:
- Collaborate with the General Manager and Executive Team to set short- and long-term strategic goals for operational excellence.
- Stay current with industry trends and competitor practices, implementing innovative solutions to maintain a competitive edge.
- Ensure strict compliance with safety, labor, hygiene, and brand standards across all areas of the hotel.
Education and Experience:
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- 7–10 years of progressive leadership experience in luxury hotel operations, including 3+ years in a senior/executive role.
- Prior experience within Sutton Place or a comparable 5-star property is highly desirable.
Skills and Competencies:
- Deep understanding of luxury service standards and refined guest expectations.
- Exceptional leadership skills with a proven ability to motivate, develop, and inspire high-performing teams.
- Strong interpersonal and communication abilities across all levels of the organization.
- Strategic thinker with solid financial acumen and business planning experience.
- Proficiency in hotel systems (e.g., Opera PMS, accounting software) and Microsoft Office Suite.
- Calm, composed, and professional in high-pressure environments with the ability to problem-solve quickly and diplomatically.
Key Performance Indicators (KPIs):
- Guest satisfaction scores (e.g., Chat Meter, Net Promoter Score, TripAdvisor reviews).
- Operational efficiency (e.g., labor costs, cost per occupied room, departmental profitability).
- Departmental collaboration and leadership effectiveness.
- Staff engagement, retention, and development outcomes.
- Compliance with Sutton Place brand, service, and safety standard
Compensation and Benefits
- Free Season pass
- Free or discounted lift tickets at many other resorts
- Discounted lift tickets for friends and family
- Discounts at the resort’s restaurants, retail, rental, repairs outlets including pro deals.
- Discounts at Sutton and Sandman hotels (employee and friends/family)
- Additional Northland Properties discounts via a Perks program with other vendors
Disclaimer
The prior statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.
About REVELSTOKE MOUNTAIN RESORT
Revelstoke has the longest descent in North America, but we haven’t lost sight of our roots from the top. It doesn’t take long to be seduced by Revelstoke’s charm. Over 120 years of skiing history has become part of the town’s fabric, creating a community that celebrates winter in all its forms.
Director of Operations - Sutton Place Hotel
Top Benefits
About the role
Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.
Job Summary
The Director of Operations at Sutton Place Hotel is responsible for leading and overseeing all key operational departments, including Rooms Division, Maintenance and Strata Owner Relations. This executive-level position ensures the seamless delivery of Sutton Place’s luxury service standards across the property. The Director of Operations plays a strategic and hands-on leadership role, ensuring operational excellence, driving guest satisfaction, and fostering a culture of accountability and service excellence throughout the hotel.
The Sutton Place Hotel Revelstoke Mountain Resort is a luxury, slopeside resort offering over 200 condo-style suites with high-end amenities in the heart of Revelstoke Mountain Resort. The hotel sleeps over 700 persons, mixing in Strata Management, Owners and Hospitality.
The Director of Operations role requires a visible, engaged, and hands-on leadership presence across all departments. The position demands flexibility, with availability on weekends, holidays, and extended hours to meet the operational and service needs of a 5-star luxury hotel. Interaction with both guests and team members is expected in this high-demand role.
Essential Job Functions
Operational Leadership:
- Oversee the daily operations of all key departments, including Front Office, Housekeeping, Concierge, Guest Services, Owner/ Strata Relations and Maintenance.
- Ensure consistency and excellence in service delivery in alignment with Sutton Place’s luxury brand standards.
- Establish, implement, and monitor SOPs and service guidelines to ensure operational consistency and guest satisfaction.
- Serve as Acting General Manager in their absence, with full responsibility for hotel operations.
Guest Experience:
- Champion Sutton Place’s commitment to elevated guest experiences through proactive engagement and personalized service strategies.
- Monitor and respond to guest feedback across all channels, ensuring issues are resolved promptly, professionally, and in line with luxury expectations.
- Lead innovation in guest service by identifying trends and implementing enhancements that elevate the overall experience.
Team Leadership and Development:
- Lead, mentor, and develop a strong team of department heads and operational leaders committed to service excellence.
- Conduct regular performance reviews, provide coaching and development plans, and build a succession pipeline for key roles.
- Promote a collaborative, high-performance culture that aligns with Sutton Place’s values of professionalism, inclusivity, and excellence.
Financial and Business Acumen:
- Oversee operational budgets, monitor departmental expenditures, and ensure alignment with the hotel’s financial targets.
- Partner with Finance and General Manager on forecasting, cost control, and revenue optimization.
- Analyze key performance data and operational metrics to identify efficiencies, reduce waste, and improve profitability.
Strategic Planning:
- Collaborate with the General Manager and Executive Team to set short- and long-term strategic goals for operational excellence.
- Stay current with industry trends and competitor practices, implementing innovative solutions to maintain a competitive edge.
- Ensure strict compliance with safety, labor, hygiene, and brand standards across all areas of the hotel.
Education and Experience:
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- 7–10 years of progressive leadership experience in luxury hotel operations, including 3+ years in a senior/executive role.
- Prior experience within Sutton Place or a comparable 5-star property is highly desirable.
Skills and Competencies:
- Deep understanding of luxury service standards and refined guest expectations.
- Exceptional leadership skills with a proven ability to motivate, develop, and inspire high-performing teams.
- Strong interpersonal and communication abilities across all levels of the organization.
- Strategic thinker with solid financial acumen and business planning experience.
- Proficiency in hotel systems (e.g., Opera PMS, accounting software) and Microsoft Office Suite.
- Calm, composed, and professional in high-pressure environments with the ability to problem-solve quickly and diplomatically.
Key Performance Indicators (KPIs):
- Guest satisfaction scores (e.g., Chat Meter, Net Promoter Score, TripAdvisor reviews).
- Operational efficiency (e.g., labor costs, cost per occupied room, departmental profitability).
- Departmental collaboration and leadership effectiveness.
- Staff engagement, retention, and development outcomes.
- Compliance with Sutton Place brand, service, and safety standard
Compensation and Benefits
- Free Season pass
- Free or discounted lift tickets at many other resorts
- Discounted lift tickets for friends and family
- Discounts at the resort’s restaurants, retail, rental, repairs outlets including pro deals.
- Discounts at Sutton and Sandman hotels (employee and friends/family)
- Additional Northland Properties discounts via a Perks program with other vendors
Disclaimer
The prior statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.
About REVELSTOKE MOUNTAIN RESORT
Revelstoke has the longest descent in North America, but we haven’t lost sight of our roots from the top. It doesn’t take long to be seduced by Revelstoke’s charm. Over 120 years of skiing history has become part of the town’s fabric, creating a community that celebrates winter in all its forms.