Hotel Manager - Sutton Place Hotel

Location:

The Sutton Place Hotels - Revelstoke, 2950 Camozzi Road, Revelstoke, British Columbia, Canada

Reports To: General Manager

Compensation: Salaried Full‑Time Position.

The Hotel Manager at Sutton Place Hotel is responsible for leading and overseeing all key operational departments, including Rooms Division, Maintenance and Strata Owner Relations. This executive‑level position ensures the seamless delivery of Sutton Place’s luxury service standards across the property. The Hotel Manager plays a strategic and hands‑on leadership role, ensuring operational excellence, driving guest satisfaction, and fostering a culture of accountability and service excellence throughout the hotel.

• Oversee the daily operations of all key departments, including Front Office, Housekeeping, Concierge, Guest Services, Owner/Strata Relations and Maintenance.
• Ensure consistency and excellence in service delivery in alignment with Sutton Place’s luxury brand standards.
• Establish, implement, and monitor SOPs and service guidelines to ensure operational consistency and guest satisfaction.
• Serve as Acting General Manager in their absence, with full responsibility for hotel operations.

• Champion Sutton Place’s commitment to elevated guest experiences through proactive engagement and personalized service strategies.
• Monitor and respond to guest feedback across all channels, ensuring issues are resolved promptly, professionally, and in line with luxury expectations.
• Lead innovation in guest service by identifying trends and implementing enhancements that elevate the overall experience.

• Lead, mentor, and develop a strong team of department heads and operational leaders committed to service excellence.
• Conduct regular performance reviews, provide coaching and development plans, and build a succession pipeline for key roles.
• Promote a collaborative, high-performance culture that aligns with Sutton Place’s values of professionalism, inclusivity, and excellence.

• Oversee operational budgets, monitor departmental expenditures, and ensure alignment with the hotel’s financial targets.
• Partner with Finance and General Manager on forecasting, cost control, and revenue optimization.
• Analyze key performance data and operational metrics to identify efficiencies, reduce waste, and improve profitability.

• Collaborate with the General Manager and Executive Team to set short‑ and long‑term strategic goals for operational excellence.
• Stay current with industry trends and competitor practices, implementing innovative solutions to maintain a competitive edge.
• Ensure strict compliance with safety, labor, hygiene, and brand standards across all areas of the hotel.

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• 7–10 years of progressive leadership experience in luxury hotel operations, including 3+ years in a senior/executive role.
• Prior experience within Sutton Place or a comparable 5‑star property in a resort setting is preferred.
• Experience with Property Management, and specifically Strata‑Hotel management is required.

• Deep understanding of luxury service standards and refined guest expectations.
• Exceptional leadership skills with a proven ability to motivate, develop, and inspire high‑performing teams.
• Strong interpersonal and communication abilities across all levels of the organization.
• Strategic thinker with solid financial acumen and business planning experience.
• Proficiency in hotel systems (e.g., Opera PMS, accounting software) and Microsoft Office Suite.
• Calm, composed, and professional in high‑pressure environments with the ability to problem‑solve quickly and diplomatically.

• Guest satisfaction scores (e.g., Chat Meter, Net Promoter Score, Trip Advisor reviews).
• Departmental collaboration and leadership effectiveness.
• Staff engagement, retention, and development outcomes.
• Compliance with Sutton Place brand, service, and safety standards.

• Complimentary Season’s Pass to Revelstoke Mountain…