Director of Operations

Courtyard® & Residence Inn® Montréal Airport
7000 Place Robert-Joncas, Ville Saint-Laurent (Montréal)
Permanent, Full-Time Position | Montréal, Québec

About Us

Joining Courtyard Montréal Airport and Residence Inn Montréal Airport means becoming part of two complementary hotels where comfort, modern design, and service excellence come together.

Ideally located near Montréal-Trudeau International Airport, our recently renovated properties offer a distinctive experience for both business and leisure travelers. At the heart of our culinary offering is Il Soffio Restaurant & Bar, a contemporary Italian restaurant inspired by the Campobasso region, known for its authentic cuisine and chic, welcoming atmosphere.

By joining our team, you will be part of a professional, engaged, and collaborative environment. You will also become part of Marriott International, a globally recognized hospitality leader known for its high standards, talent development programs, and outstanding career growth opportunities.

What We Offer

We provide a structured, people-focused, and performance-driven environment, supported by a competitive total rewards package, including:

• Competitive total compensation

• Registered Retirement Savings Plan (RRSP) with employer contribution

• Comprehensive group insurance plan

• Paid vacation, social leave, and statutory holidays

• Exclusive Marriott employee discounts at over 8,000 hotels worldwide

• Recognition programs, wellness initiatives, and internal events

• Referral bonus program and performance-based incentives

• On-site parking

• Professional dry cleaning service

• Employer-paid mobile phone

• Ongoing training, mentorship program, and leadership development support

• Career advancement opportunities within Marriott and Urgo Hotels Canada

• Renovated, stable, and collaborative work environment

• And many additional benefits to discover throughout your journey

Role & Mission

Reporting to the General Manager, the Director of Operations is responsible for the overall, consistent, and high-performing management of operations across both hotels.

The role ensures the effective daily functioning of all operational departments, the optimization of human and financial resources, adherence to Marriott brand standards, and the achievement of performance, guest satisfaction, and team engagement objectives.

Key Responsibilities

1. Operations Management

• Plan, coordinate, and oversee daily hotel operations

• Supervise the following departments:
  Front Office, Housekeeping, Maintenance, Food & Beverage and Banquets, Shuttle and Security

• Act as a key liaison between departments to ensure clear and effective communication

• Implement, monitor, and enforce operational policies and procedures

• Conduct regular inspections (daily, weekly, monthly)

• Ensure operational continuity, safety, cleanliness, and facility maintenance

• Manage unexpected situations and emergency measures

2. Strategic Management

• Contribute to the development and execution of operational action plans

• Drive continuous improvement of processes and practices

• Analyze operational performance and recommend corrective actions

• Support senior leadership on special projects and initiatives

3. Financial Management & Performance

• Participate in the development and monitoring of F&B budgets

• Control operating costs (food, beverage, labor, inventory)

• Analyze key performance indicators (revenue, margins, guest satisfaction)

• Implement initiatives to enhance profitability and operational efficiency

4. Human Resources

• Plan workforce needs in collaboration with Human Resources

• Participate in recruitment, onboarding, training, and development activities

• Lead, coach, and develop management and operational teams

• Set performance objectives and monitor results

• Conduct performance evaluations

• Manage employee relations and foster a healthy, high-performing work environment

• Participate in HR-related committees

5. Financial & Asset Management

• Prepare and manage operational budgets

• Ensure strict cost control and profitability

• Oversee inventories and optimize resource utilization

• Monitor operational forecasts

• Negotiate supplier contracts and oversee service delivery

• Optimize the use of operational systems and software

6. Guest Experience

• Ensure high levels of guest satisfaction

• Handle guest complaints and sensitive situations

• Support teams in delivering service excellence

• Achieve and maintain performance indicators (GSS, ESS, BSA, ITR, etc.)

Profile Sought

Education & Experience

• College or university degree in Hospitality Management, Tourism, or Business Administration, or an equivalent combination of education and experience (asset)

• Knowledge of Marriott systems or international hotel chain environments (asset)

Professional Experience

• Minimum 3 to 5 years of management experience in hotel operations

• Multi-department experience including Front Office, Housekeeping, Food & Beverage, Banquets, and Maintenance

• Proven experience managing teams in a structured environment

• Experience within international hotel brands, including Marriott (asset)

Skills & Qualifications

• Strong leadership capabilities with operational and strategic accountability

• Excellent organizational, planning, and decision-making skills

• Strong guest-service orientation with a focus on quality and consistency

• Ability to manage multiple priorities and lead diverse teams

• Solid financial, operational, and budgeting expertise

• Proficiency with relevant systems (PMS, POS, Microsoft Office)

• Knowledge of labor standards, occupational health and safety regulations, and hygiene standards

• Fluency in English and French, both spoken and written

Personal Attributes

• Autonomy and initiative

• Adaptability and versatility

• Strong stress management skills

• Professional rigor and energy

Working Conditions

• Primarily daytime schedule

• Flexibility required based on operational needs

About Urgo Hotels Canada

Urgo Hotels Canada is a leading hotel management and development company with over 40 years of expertise. Since entering a strategic partnership with Hersha Hospitality Management (HHM) in 2022, Urgo has become part of a North American network of more than 235 hotels across Québec, Ontario, and the United States.

Guided by strong values, we create engaging workplaces and memorable guest experiences.

Employment Equity Statement
Urgo Hotels Canada is committed to employment equity and encourages all qualified individuals to apply, without discrimination based on any protected characteristic.