Operations Support Manager - Edmonton, Canada - Nova Hotels

Nova Hotels
Nova Hotels
Verified Company
Edmonton, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description
Nova Hotels is a Canadian, family owned and operated hotel chain and management company based in Western Canada. Nova has 14 full and limited-service hotels across Alberta, Saskatchewan, and the Northwest Territories.

Nova Hotels started its business in Yellowknife in 2000 and has had over 32 hotels and operate 6 different brands, in the last 23 years of business, making us one of the larger independent hotel chains in Western Canada.

We have over 2,100 guest rooms and over 100,000 square feet of meeting space.

We are also an award-winning hotel chain with awards like Employer of Choice and a few locations are COR certified.

Nova Hotels strives to provide you with the utmost in comfort and service at a great price.

No matter if you are an employee of Nova Hotels or a valued guest, we want you to feel like you are a part of our family.


PRIMARY FUNCTIONS:


PRIMARY FUNCTIONS


The Operations Support Manager is a hands-on role assisting the hotel properties to support and manage the strategic goals and objectives of Nova Hotels.

This role has (4) four primary functions which include:


  • Distribution Channel Revenue Management Support
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Front Office Training Support
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Systems Training Support
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Operations Support

Distribution Channel Revenue Management Support


You will provide support to maximize revenue, market-share and profits for multiple hotels through the strategic coordination of revenue management processes and procedures.

This role will drive the continued development and growth of customer service standards, revenue and profits from multiple hotels and to deliver Nova Hotels key business objectives and not limited to:


  • Work with hotel revenue and sales managers in their specified markets to ensure that our hotel pricing is competitive (or in parity with other OTA sites), work with channel managers to ensure hotel's connectivity with our systems, explain room/rate setup steps, and update comprehensive policy information
  • Work closely with senior management, and with sales, marketing, front office, reservations and General Managers
  • Work with the sales team to setup special offers and promotions and work with the front office team to swiftly resolve issues related to overbookings, missing inventory, rates and policies
  • Ensure that sales and pricing strategies are based on sound business decisions through effective analysis and reporting
  • Ensure professional and efficient utilization of all systems, in line with Nova Hotels best practices and standard operating procedures
  • Ensure effective information gathering and analysis is conducted to identify and maximise on all possible opportunities and minimise any risks
  • Ensure that relevant hotel and Nova Corporate Office team members are actively engaged in all revenue decisions by maintaining regular communication to effectively implement, drive, analyse and review optimal strategies and controls
  • Provide operational support and training when and where needed
  • Analyze data to create strategies
  • Assist in developing policies and procedures related to revenue management
  • Provide quality assurance oversight to the revenue management process
  • Other duties as assigned

Front Office Training & Support
You will assist the Hotel Front Office Teams in all aspects of the department to ensure optimal training and support but not limited to the following:

  • Provide support and training for Reception and Guest Services in the daily operational duties for these areas in the absence of the manager, supervisor or trainer or identified training needs such as hotel openings and re-training
  • Consistently offer professional, friendly and engaging customer service
  • Train Front Office Teams and fulfill training role in the absence of the manager or trainer
  • Ensure adherence and help refine and develop department policies, procedures and service standards
  • Customer Service focused training and support
  • Provide Quality Assurance oversight for training, retention and execution of training for Front Office Staff
  • Other duties as assigned

Systems Training Support
You will be involved in the implementation and training of our various Hotel Management Systems.

Working with the Corporate Information Technology Team, you will provide end-user support to the hotel operations and General Managers to establish user capability and proficiency with their respective Systems and not limited to:


  • Assessing individual/group training needs on various Systems
  • Delivering training on systems, processes, customer service and PBX training
  • Developing and delivering Systems Management training program for Nova Hotels
  • Work with various Systems and the Corporate Information Technology Team regarding upgrades, system maintenance and troubleshooting
  • Work with Corporate Information Technology Team to ensure our systems are well maintained
  • Assist hotel properties to create and maintain an updated Standard Operating Procedure manual
  • Spot
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