Director of Operations

Hotel Grand Pacific has an exciting opportunity available. We are seeking an experienced and strategic Director of Operations to lead and oversee the daily functions of our organization. This pivotal leadership role requires a dynamic individual capable of driving process improvements, fostering business development, and ensuring operational excellence.

Proudly affiliated with Preferred Hotels & Resorts, we are a full-service hotel located on Victoria’s beautiful inner harbour in the heart of the tourism zone. Our independent hotel is home to the stunning Victoria Athletic Club and the gorgeous Fathom Restaurant and Lounge.

Department : A&G; / Administration

Reports To : General Manager

Work Areas : Operational Departments of hotel: Food & Beverage Division, Rooms Division (excluding Revenue/Reservations), Maintenance & Engineering, Victoria Athletic Club

Purpose The Director of Operations serves as the General Manager's strategic partner and is responsible for the day-to-day leadership, coordination, and performance of all hotel operations.

This role provides direct oversight of Food & Beverage, Rooms, Housekeeping, Engineering/POMEC, Recreation, and associated operating departments to ensure exceptional guest experiences, strong financial performance, operational excellence, and a highly engaged workforce.

The Director of Operations is expected to be a highly visible leader who drives a culture of service excellence, accountability, collaboration, and continuous improvement. Particular emphasis is placed on Food & Beverage leadership, revenue growth, guest satisfaction, product quality, and operational efficiency across all areas of the hotel.

The Director of Operations assumes overall operational responsibility in the absence of the General Manager and actively supports the execution of the hotel's strategic, financial, and capital objectives.

Salary range: $100-$130K annual

Areas of Responsibility

Operations

- Lead the daily operation of all hotel departments to ensure exceptional guest service, product quality, and operational consistency.
- Provide strategic and operational leadership to Food & Beverage outlets, banquets, catering, culinary, rooms operations, housekeeping, engineering, recreation, and guest services.
- Partner closely with department leaders to establish and execute departmental goals, initiatives, and business plans.
- Actively monitor guest satisfaction metrics, online reputation scores, guest feedback, and service recovery efforts.
- Ensure operating procedures, brand standards, safety requirements, and service standards are consistently executed.
- Drive continuous improvement initiatives that enhance the guest experience while improving operational efficiency.
- Lead daily operational meetings and ensure effective communication and coordination between departments.
- Oversee duty management functions and ensure appropriate leadership coverage throughout the hotel.
- Respond to significant guest concerns, operational challenges, and emergency situations as required.




- Maintain a highly visible presence throughout the property and foster strong relationships with guests, team members, ownership representatives, and community partners.

Food & Beverage Leadership

- Provide strategic oversight and leadership for all Food & Beverage operations, including restaurant, lounge, catering, banquet operations, and culinary services.
- Partner with the Executive Chef and Food & Beverage leadership team to enhance outlet performance, guest satisfaction, menu innovation, and profitability.
- Support the ongoing evolution of restaurant concepts, programming, promotions, beverage offerings, and special events.
- Ensure exceptional food quality, service standards, cleanliness, presentation, and operational execution across all venues.
- Monitor outlet performance through revenue, labour, cost-of-sales, profitability, guest feedback, and operational metrics.
- Identify opportunities to increase capture rates, average checks, banquet revenues, and overall Food & Beverage contribution.
- Support the property's position as a leading hospitality and culinary destination within the market.

Financial Management

- Participate in the development and execution of annual operating budgets, forecasts, business plans, and strategic initiatives.
- Drive departmental accountability for revenues, profitability, labour productivity, and expense management.
- Analyze operating results and identify opportunities to improve profitability and operational effectiveness.
- Review labour scheduling practices and staffing models to maximize productivity while maintaining service standards.
- Monitor departmental financial performance and ensure corrective action plans are implemented when required.
- Assist with the preparation, leads the execution, and monitoring of annual capital expenditures and asset-management plans.
- Support revenue-generation initiatives throughout all operating departments.

Leadership & Employee Engagement

- Lead, coach, mentor, and develop operational department leaders to maximize individual and team performance.
- Foster a positive, inclusive, and highly engaged workplace environment.
- Support recruitment, succession planning, talent development, and workforce planning initiatives.
- Ensure managers effectively address employee relations matters, performance management, recognition, and development opportunities.
- Promote accountability while empowering leaders to make informed operational decisions.
- Champion employee engagement surveys, action plans, and ongoing culture-building efforts.
- Lead by example and model the organization's values, service philosophy,



and leadership expectations.

Property Management & Capital Projects

- Partner with the Maintenance Manager to maintain the physical asset in a safe, attractive, and well-maintained condition.
- Support long-term asset preservation and lifecycle planning initiatives.
- Lead or support renovation, capital, and property-improvement projects while minimizing disruption to hotel operations.
- Monitor preventative maintenance programs and facility-improvement initiatives.
- Ensure all operational areas consistently reflect the standards expected of a premier hotel destination.

Health, Safety & Risk Management

- Ensure compliance with all applicable health, safety, security, food safety, employment, and regulatory requirements.
- Promote a culture of workplace safety and operational risk awareness.
- Participate in emergency preparedness planning and incident-response activities.
- Ensure proper investigation and follow-up of workplace incidents, guest concerns, and liability-related matters.
- Support departmental compliance with WorkSafeBC, Food Safe, licensing, environmental, and occupational health requirements.

Strategic Leadership

- Collaborate with the General Manager in the development and execution of the hotel's strategic plan.
- Translate organizational objectives into measurable operational initiatives.
- Evaluate market opportunities, operational trends, guest expectations, and competitive positioning.
- Support ownership objectives through strong operational execution and sustainable financial performance.
- Develop and execute initiatives that strengthen the hotel's reputation, market position, and guest loyalty.

Qualifications & Experience

- Minimum 7-10 years of progressive hotel leadership experience, including significant responsibility for Food & Beverage operations.
- Proven success leading multiple hotel departments within a full-service upscale or luxury hotel, resort, or complex hospitality environment, ideally in a corporate hotel setting.
- Solid Food & Beverage leadership background required, including experience overseeing restaurants, bars, banquets, catering, and culinary operations.
- Demonstrated understanding of Rooms Division operations, housekeeping, engineering/POMEC, and recreational facilities.
- Experience managing large teams through department leaders in a multi-outlet environment.
- Strong financial acumen with demonstrated success managing budgets, forecasting, labour productivity, and profitability.
- Experience leading capital projects, renovations, and asset-management initiatives is considered an asset.
- Exceptional leadership, communication, coaching, and relationship-building skills.
- Proven ability to manage change, drive accountability, and build high-performing teams.
- Strong analytical, problem-solving, and decision-making capabilities.
- Post-secondary education in Hospitality Management, Business Administration, or a related discipline is preferred.
- Food Safe certification is considered an asset.

📌 Director of Operations (Victoria)
🏢 Hotel Grand Pacific
📍 Victoria