Hot Springs Hospitality Manager

at  Village of Nakusp

The Village of Nakusp is located along Arrow Lake and is home to the highest concentration of Hot Springs in British Columbia. This small community boasts one of the prettiest downtown and waterfront areas in the Province. You will find the Village has all of the amenities that a person needs, situated in a visually stunning rural setting. There are many leisure opportunities available to those who live and visit our community. This is a friendly community that is proud of its heritage and its potential for the future.
The Village of Nakusp is the proud owner of the Nakusp Hot Springs, the only Municipally owned Hot Springs in British Columbia. Our facility has served the public for 50 years and is in need of a seasoned Manager to transform this operation into a top destination experience that serves both local residents and visitors alike. This is a unique term employment experience for a motivated customer service-focused professional who knows how to transform a staff into a highly functioning team.
During your tenure, you will be a valued member of the Village’s Management Team, which will provide you with the necessary support and resources as you embark on this rewarding task. Our vision is that this facility will be an exemplary example of a relaxing destination for the health and wellness of residents and visitors alike. It will continue to be the cornerstone of a growing local economy that is witnessing the positive impacts of the tourism industry.

POSITION SUMMARY

Under the direction of and reporting to the Chief Administrative Officer, the Hot Springs Staff and Hospitality Manager (HSHM) will work towards optimizing the Nakusp Hot Springs human resources and guest experience. The HSHM will cooperate with the Director of Operations on any capital project and with the CAO for support throughout this one-year contract.
The goal of this position is to achieve a stable operating pool of staff, well-refined roles and responsibilities, establish set routine work plans, and coach the staff to provide outstanding supervision and customer experience in a municipally owned tourism business. By the end of the one-year term, staff capacity and operations should be improved to the point of making the HSHM redundant. The HSHM will be primarily based at the Nakusp Hot Springs site and meet with the Management Team at the Village Office weekly.
This is a unique, term position, where an experienced professional can make their mark on the only Municipally owned Hot Springs in BC. This professional will dedicate themselves to transforming this operation into an exceptional business unit where customer and employee satisfaction are its primary goals.
For the right candidate, days and hours of work may be accommodated, including the potential to participate in the pilot 4-day/compressed workweek format. Routine weekend and evening work may be required.

General Responsibilities

• All human resources duties for the Hot Springs, within a Union environment, including hiring, dismissing, coaching and correcting inadequate performance. Actively works to recruit and retain excellent employees.
• Works with the Hot Springs Supervisor to review staffing levels and create an effective schedule.
• Deploy effective techniques to positively motivate staff to be focused on facility care and providing exceptional customer service.
• Finds effective methods to boost employee morale and create a lasting positive work culture.
• Review the operation and make necessary changes to bring greater efficiency and customer satisfaction.
• Establishes training programs to ensure existing and new staff are effective in their duties in a timely manner.
• Create systems and procedures that allow for the facility to operate in an effective manner and ensure routine facility maintenance is properly scheduled.
• Develop a plan that empowers staff to perform regular digital marketing. Provides recommendations on how to best utilize the operation’s marketing budget.
• Focuses on developing key staff positions for the purpose of succession planning.
• Monitors the operating budget and is responsible for procurement of major goods and services.
• Collaborates with the Director of Operations when planning and executing capital projects and biannual maintenance shutdowns.
• Reviews the operation and makes recommendations on how to generate additional revenue and increase customer satisfaction.
• Participate in weekly meetings with the Village management team to discuss operations and collaborate on a variety of related topics.
• Attend Council meetings as required to provide quarterly updates on the Hot Springs operations.

Required Qualifications

• At least five years conducting Human Resources tasks in a challenging environment.
• At least five years directly supervising at least three subordinates.
• Demonstrated ability to help businesses or organizations attract and retain quality staff.
• Extensive experience working in the tourism sector with a focus on product development and enhancing visitor experience.
• Proven ability to effectively work with and lead a wide variety of personality types.

Desirable Assets

• Business or Tourism Management Degree
• Resort or Hotel Management Experience.
• Experience working with pools or spas

• All human resources duties for the Hot Springs, within a Union environment, including hiring, dismissing, coaching and correcting inadequate performance. Actively works to recruit and retain excellent employees.
• Works with the Hot Springs Supervisor to review staffing levels and create an effective schedule.
• Deploy effective techniques to positively motivate staff to be focused on facility care and providing exceptional customer service.
• Finds effective methods to boost employee morale and create a lasting positive work culture.
• Review the operation and make necessary changes to bring greater efficiency and customer satisfaction.
• Establishes training programs to ensure existing and new staff are effective in their duties in a timely manner.
• Create systems and procedures that allow for the facility to operate in an effective manner and ensure routine facility maintenance is properly scheduled.
• Develop a plan that empowers staff to perform regular digital marketing. Provides recommendations on how to best utilize the operation’s marketing budget.
• Focuses on developing key staff positions for the purpose of succession planning.
• Monitors the operating budget and is responsible for procurement of major goods and services.
• Collaborates with the Director of Operations when planning and executing capital projects and biannual maintenance shutdowns.
• Reviews the operation and makes recommendations on how to generate additional revenue and increase customer satisfaction.
• Participate in weekly meetings with the Village management team to discuss operations and collaborate on a variety of related topics.
• Attend Council meetings as required to provide quarterly updates on the Hot Springs operations