At InterContinental® Hotels & Resorts our role is to put the glamour into international travel. That’s where you come in. When you’re part of the InterContinental Hotels & Resorts brand you’re more than just a job title.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.

Be yourself and at the centre of it all. Located in the heart of the entertainment and business districts in downtown Toronto, InterContinental Toronto Centre currently has an opening for a Director of Operations. If you are passionate about hospitality and take pride in offering exceptional service, we would love to have you be a part of the IHG team! Our colleagues continue to aim higher and show they care about our guests and each other to ensure we achieve our goal of creating great hotels guests love.

• Oversee the day-to-day operations of all operational departments and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.

• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert General Manager of potentially serious issues.

• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.

• Assist General Manager in the development, implementation and monitoring of financial and operational plans for the hotel which support the overall objectives of the company. Provide regular direction and oversee hotel operations for all or some of the following areas:

• Front office functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information, and that established goals are achieved.

• Housekeeping and Laundry functions to ensure compliance with quality and brand standards in all areas of the hotel as it relates to appearance, cleanliness, and levels of maintenance and repair; ensure preventative maintenance programs are in place to protect the physical assets of the hotel.

• Spa operations and marketing are monitored and implemented to achieve goals and objectives.

• Engineering functions are monitored. CapEx and Hotel upgrades to be achieved and overseen.

• Security operations are monitored and managed to ensured safety and security of hotel asset.

• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.

• Establish and implement procedures to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction.

• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Review and approve/deny all discount and rebate requests.

• Schedule and regularly conduct routine inspections of the front office, food and beverage outlets, public areas and guest rooms and corridors to ensure the appearance and cleanliness of such areas reflects highly on the hotel, brand, and Company. Develop action plans to correct deficiencies of established goals.

• Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.

• Prepare and submit statistical, performance, and forecast analyses and reports as required.

• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. Check billing instructions and guest credit for compliance with hotel credit policy.

• Establish par levels for supplies and equipment. Authorize requisitions to replenish shortages and other business supplies for daily business.

• Make recommendations for capital improvements to enhance the assets of the company and brand loyalty. Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Guest Relations, Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.

• Interact with outside contacts:

• Guests – to ensure their total satisfaction

• Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.

• Regulatory agencies – regarding safety and compliance matters

• Other contacts as needed (Professional organizations, community groups, local media)

• May serve as “manager on duty” as required.

• Perform other duties as assigned.

InterContinental Toronto Centre is an inclusive employer dedicated to building a diverse workforce. We are committed to providing accommodations throughout the recruitment and selection process for any qualified applicants under the respective provincial human rights codes. Please advise the Recruiter to ensure your accessibility needs are accommodated. Any information received relating to accommodation will be addressed confidentially.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.