Who we are
The Westin Bear Mountain Resort & Spa in Victoria is a luxurious 5-star hotel with 91 rooms, a restaurant, a bar and lounge area, a 300-person ballroom, and conference facilities. The hotel is part of the Westin brand, which falls under the Marriott umbrella. The hotel also features a state-of-the-art spa and serenity pool. We pride ourselves on providing exceptional guest experiences in a dynamic and welcoming environment. As part of our commitment to excellence, we are seeking a highly driven and experienced Director of Operations to join our Executive Leadership Team.
Position Summary
The Director of Operations is responsible for supporting the overall daily operations of the hotel, with direct oversight of key guest-facing departments, including Front Office, Food and Beverage operations, and Spa services. This role ensures that all areas operate efficiently, profitably, and in alignment with Westin brand standards, service expectations, and hotel ownership’s objectives.
The Director of Operations works closely with department heads and frontline teams to deliver a consistent guest experience while maintaining strong operational controls, associate engagement, and service excellence.
The Director of Operations will demonstrate excellent leadership, communication, problem-solving, and organizational skills and will have the ability to work a flexible schedule, including evenings, weekends, and holidays, as business needs require.
Key Responsibilities
Hotel Front Office Oversight
- Oversee day-to-day hotel operations to ensure smooth coordination between departments, including Front Office, Housekeeping, Food and Beverage, Spa, Maintenance, Horticulture, and other guest service areas.
- Oversee the Front Office Manager to ensure proper operational procedures, brand standards, and room rate strategies are being followed.
- Ensure Housekeeping standards are met and productivity goals for the department are established and maintained.
- Monitor guest satisfaction scores, online reviews, service recovery efforts, and internal quality audits.
- Ensure all departments maintain a high level of cleanliness, safety, presentation, and operational readiness.
- Conduct regular property walks to identify service, maintenance, cleanliness, and guest experience opportunities.
- Assist in preparing and managing operational budgets, forecasts, labor controls, and departmental expense reviews.
- Promote a culture of accountability, teamwork, professionalism, and proactive guest service.
Food and Beverage Oversight
- Provide leadership and operational oversight for all Food and Beverage outlets.
- Ensure Food and Beverage operations meet revenue, profitability, service, quality, and guest satisfaction goals.
- Partner with the Executive Chef, Food and Beverage Manager, Banquet Manager, and other leaders to maintain menu quality, service standards, cost controls, and operational efficiency.
- Monitor labor costs, food costs, beverage costs, inventory controls, purchasing practices, and waste reduction initiatives.
- Ensure compliance with health, sanitation, liquor, food safety, and brand requirements.
- Support banquet and event execution to ensure timely setup, high-quality service, and successful client experiences.
- Identify opportunities to grow Food and Beverage revenue through promotions, local partnerships, upselling, improved outlet performance, and enhanced guest experiences.
Spa Oversight
- Oversee Spa operations to ensure a premium, wellness-oriented guest experience.
- Work with the Spa Manager to manage treatment quality, therapist scheduling, retail sales, inventory, cleanliness, and guest satisfaction.
- Monitor Spa revenue, utilization, labor productivity, retail performance, treatment mix, and profitability.
- Ensure all Spa team members follow licensing requirements, safety protocols, service standards, and professional conduct expectations.
- Collaborate with Sales, Marketing, Rooms, and Food and Beverage teams to create integrated wellness experiences for hotel guests, groups, and local customers.
Leadership and Team Management
- Recruit, train, coach, and develop managers, supervisors, and frontline associates across assigned departments.
- Set clear performance expectations and hold teams accountable for service delivery, productivity, and compliance.
- Conduct regular meetings with department leaders to review performance, staffing, guest feedback, financial results, and operational priorities.
Financial and Business Performance
- Monitor departmental revenue, expenses, payroll, productivity, and profitability.
- Review financial reports and operational metrics to identify trends, risks, and opportunities.
- Implement cost-control measures while maintaining guest service quality and brand standards.
- Support revenue-generating initiatives across Rooms, Food and Beverage, Spa, meetings, and ancillary services.
Guest Experience and Brand Standards
- Serve as a visible leader in the hotel, engaging with guests, resolving concerns, and ensuring service recovery is handled promptly and professionally.
- Ensure compliance with Marriott and Westin brand standards, quality assurance expectations, and guest experience requirements.
- Maintain strong relationships with guests, group clients, vendors, local partners, and ownership representatives, when appropriate.
Core Competencies
- Operational leadership
- Guest service excellence
- Team development
- Brand standard execution
- Revenue optimization
- Conflict resolution
- Cross-department collaboration
- Quality assurance and compliance
Experience/Skills/Education
- A minimum of two years of experience as a Director of Operations, or in a comparable senior operational leadership role, within a full-service, major-brand hotel or resort.
- Strong knowledge of all key areas of hotel and resort operations.
- Proven leadership, team management, coaching, and employee development skills.
- Demonstrated experience in strategic planning, operational execution, and cross-departmental leadership.
- A successful track record of improving operational performance, financial results, service standards, and guest satisfaction.
- A degree from an accredited university in Business Administration, Hotel and Restaurant Management, Hospitality Management, or a related field is considered an asset.
- Previous leadership experience within a Marriott-branded property is considered an asset.
Job Type: Full-time
Pay: $95,000.00-$105,000.00 per year
Benefits:
- Dental care
- On-site gym
- On-site parking
- Paid time off
- Vision care
Flexible language requirement:
Ability to commute/relocate:
- Victoria, BC V9B 6R3: reliably commute or plan to relocate before starting work (required)
Work Location: In person
