Ancillary Services at UPEI is committed to offering a work environment that is dedicated to customer service through a team approach while developing a strong conference and hotel operation. 

We are currently seeking a Conference and Hotel Operations Manager to help us fulfill our mission of providing outstanding experience for our clients.  This position will report directly to the Director of Ancillary Services. The role will provide direct leadership to 3 Assistant Managers (conference, housekeeping, and Performance Arts Centre), and 50 seasonal operational staff (front desk, housekeeping, and laundry).

The Conference and Hotel Operations Manager will oversee a 24/7 operation across five distinct hotel buildings during the peak tourism season. This role also includes year-round management of all events, conferences, and meeting spaces, balancing significant logistical challenges with operational and educational mandates to achieve university objectives. The manager will strategize on capital investments, implement best practices, and manage the complex interactions between multiple departments, driving business growth and fostering community.

RESPONSIBILITIES:

• Develop and Maintain SOPs: Create and manage Standard Operating Procedures for core functions, including staff training, hotel inventory management, client accounts, food and beverage oversight, contract maintenance, file management, safety protocols, and interdepartmental communication
• Business Development and Client Relations: Drive revenue through industry partnerships, manage staff recruitment for new business opportunities, maintain and grow client databases, and develop marketing initiatives to enhance department visibility
• Human Resources Management: Oversee hiring, onboarding, and performance management for a team of 50 staff, ensuring compliance with HR policies and maintaining confidential records
• Financial Resource Management: Manage a $4M operating budget, achieve revenue targets through strategic room and conference allocations, contract compliance, inventory management, and promotional activities, and control expenditures to meet departmental needs
• Systems and Technology Administration: Oversee key departmental systems and software, manage system configurations, contract negotiations, upgrades, and reporting, and coordinate with other university departments
• Strategic Direction and Programming: Develop staff training and professional development, integrate industry best practices, participate in strategic planning, and align daily operations with departmental strategy
• Other Duties as Required: Provide support to other units within the department during peak periods, particularly assisting Residence Services during move-in and move-out cycles and operational transitions. Undertake other tasks as assigned by the Director of Ancillary Services to further the department's primary objectives
  
  

PLEASE NOTE: Due to the nature of the position, irregular working hours should be expected, along with some restrictions on vacation periods, outside employment, and other extracurricular activities.

QUALIFICATIONS:

• Post secondary credential with a solid background and leadership experience in a hotel and conference service capacity, with the ability to demonstrate progressive management, service, and leadership 

• In lieu of post secondary credentials, candidates with equivalent (10 years) relevant industry experience in combined hotel, conference, and large-scale food and beverage operations at the management level will be considered.

• Comprehensive understanding and commitment to the conference services business cycle

• Proven experience in managing staff, staffing assignments and oversight.

• Exceptional communication, interpersonal, and organizational abilities, with proficiency in relevant software and equipment for hotel and conference operations management

• Strong skills in crisis management, specifically as it relates to managing difficult situations in a tourism operational context; post-secondary operational experience will be considered an asset

• Demonstrated capability to collect, coordinate, and report operational data, and manage financial budgets effectively

• Demonstrated decision making skills and sound judgment, along with strong conflict management and resolution skills

• Ability to lead and collaborate within a high-performing team, showing initiative and contributing to the overall success of UPEI’s Ancillary operations