Description
The Resort Services Manager is a new position that is responsible for the strategic leadership, operational management, and continuous improvement of Sunshine Village’s custodial department. This role oversees all custodial operations across all Resort facilities (Bourgeau Base, Goat’s Eye, and the Village Area), ensuring exceptional standards of cleanliness, safety, compliance, and guest experience for thousands of daily visitors in a dynamic alpine environment. The Resort Services Supervisor reports to the Food and Beverage General Manager, or designate, works closely with Facilities and Building Maintenance, Hotel Housekeeping Supervisor and with all indoor and outdoor departments, suppliers, vendors, and Resort contractors.
Job Functions
Operations and Service Delivery
- Oversee daily custodial operations across all resort facilities, ensuring consistently high standards of cleanliness, presentation, and hygiene.
- Particular areas of accountability include all building entrances/exits/washrooms (hotel excluded), general outdoor cleanliness (Excluding snow removal), Sprung Tent cleanliness and maintenance, and daily cleaning of the executive offices.
- Develop, document, implement, and continuously improve operational procedures, service standards, inspection programs, and departmental initiatives.
- Monitor operational demands and allocate resources effectively to maintain service levels and support the guest experience.
- Coordinating with the Sunshine Health and Safety representative to maintain the highest standards of OH&S guidelines including when working in high-traffic areas, with chemicals, cleaning products, tools and equipment, and PPE.
- Assisting with guest feedback, supporting Sunshine Village management on finding solutions.
Quality Assurance and Compliance
- Conduct regular inspections and audits to ensure compliance with departmental standards, health and safety requirements, and company policies.
- Utilize audits, reporting, and key performance indicators (KPIs) to evaluate performance and drive continuous improvement.
- Maintain operational records and reporting systems that support accountability, risk management, and due diligence requirements.
- Identify operational risks and implement corrective actions to maintain safe and efficient operations.
Departmental Leadership
- Provide leadership and direction for the custodial operations team , ensuring alignment with organizational goals, guest service standards, and operational requirements.
- As this is a new position at Banff Sunshine Villlage the role will be responsible for creating, documenting and maintaining all departmental standard operating procedures.
- Recruit, train, schedule, mentor, and develop departmental staff while fostering a culture of accountability, professionalism, and continuous improvement.
- Manage performance through coaching, performance reviews, workforce planning, and conflict resolution.
- Appropriate scheduling of team aligned with the Resort’s anticipated visitor flow and staffing levels.
- Maintaining positive working relationships with all stakeholders (guests, other departments, external providers).
Vendor and Resource Management
- Coordinate with the warehouse manager and the hotel housekeeping supervisor regarding the procurement of cleaning supplies, cleaning chemicals, miscellaneous inventory, equipment, and any other operational expenditures to ensure efficient use of resources.
- Establish and maintain relationships with suppliers, contractors, and service providers to support departmental operations and project requirements.
- Oversee the maintenance, procurement, and replacement planning of departmental equipment and assets.
Other duties may be requested and assigned from time to time.
Experience/Requirements
- Previous custodial and leadership experience (2+ years) preferred in a large multi building environment.
- Proven track record of custodial excellence.
- Proven passion for all things custodial, with excellent attention to detail and safety.
- Administrative experience, including inventory ordering and stock control.
- Positive, social and friendly attitude.
- Prepared to work flexible schedules (weekends, holidays, overtime when approved).
- Prepared to work indoors and also outdoors in all weather conditions (appropriate footwear, layers, etc.)
- Calm under pressure and patient.
- Maintain professional conduct when in uniform on or off-duty.
- Effectively and professionally liaise and communicate with others.
- Must be neat, punctual and dependable.
Additional Considerations
- Employees must always be of sound mind, exhibit good judgment, and report to work fit for duty.
- This position requires the ability to stand for long periods of time, constant trunk rotation/bending, kneeling, squatting, and occasional lifting (typically light, but some items could be up to 50 lbs).
- This position works with chemicals, a strong understanding of WHMIS, PPE, and training is required.
- Some required uniform pieces are provided.
This role is subject to all terms and conditions of the Sunshine Village Employee Handbook and Policy Manual, and the Alberta Employment Standards Code.
Pay: From $70,000.00 per year
Benefits:
- Discounted or free food
- On-site parking
Work Location: In person
