Operations Manager - Hotel Manager

Location: Hilton Garden Inn Montreal Midtown & Homewood Suites Montreal Midtown, Montreal, Quebec
Metro Station: Namur
Reports to: Chief Executive Officer


ABOUT URGO HOTELS & RESORTS:
URGO Hotels & Resorts is a leading hotel management company specializing in the development, operation, and management of hotel assets under recognized and independent brands across North America. Known for its operational excellence, performance-driven vision, and strategic innovation, URGO maximizes asset value through rigorous execution and an exceptional guest experience.


JOB SUMMARY:
The Director of Operations/Hotel Manager acts as the second-in-command of the hotel complex and as the General Manager's primary operational partner. This role oversees all day-to-day operations, ensures operational excellence across all departments, fosters an exceptional guest experience, and supports the achievement of financial objectives in accordance with Hilton standards, URGO expectations, and property goals.

MAIN RESPONSIBILITIES:
Operational Leadership

• To ensure full supervision of the daily operations of both establishments;
• Ensure smooth and consistent execution of operations in the following departments: Accommodation, Catering, Maintenance, Housekeeping and Customer Experience;
• To act as the main operational decision-maker in the absence of the Director General;

Team management

• To lead, support, mobilize and develop department heads;
• Promote a culture of accountability, commitment and development of the next generation;
• Promote a leadership culture focused on performance and excellence;

Financial performance

• Optimize productivity, workforce management and expense control;
• Analyze operational key performance indicators (KPIs) and implement corrective action plans;
• Contribute to achieving budgetary objectives and improving profitability;

Strategic collaboration

• Transforming the directions of the owners and executive management into concrete actions and operational results;
• Collaborate closely with the owners, URGO management and Hilton corporate representatives;
• Lead the implementation of key operational initiatives.

Customer experience

• To be an ambassador of service excellence and customer satisfaction;
• Ensure preparation for Hilton quality audits (QA) and compliance with brand standards;
• Oversee the management of service recovery situations and continuous improvement initiatives.

QUALIFICATIONS:

• Minimum of 5 to 7 years of progressive experience in hotel management ;
• Senior leadership experience in a full-service hotel or in managing two properties is an asset;
• Solid expertise in financial and operational management;
• Knowledge of Hilton systems and standards is an important asset;
• Bilingualism in French and English required ;
• Excellent executive presence and strong decision-making ability.

WHY CONTACT US:
A unique opportunity to act as an operational leader of a dynamic Hilton resort in Montreal, with strong strategic exposure to URGO's ownership and management.