Happiness Hub Reservations Centre Manager

Are You a Clever Duck? Take a gander at this post… 

Accent Inns Inc. is a BC-based hospitality company that is different in a good way. Here, we LEAD WITH LOVE, and our number one metric is the happiness of our staff. Our 2024 Employee Survey showed that 97% of our employees are happy to work here. 

We have two hotel chains: Accent Inns, where there is a rubber duck in every room, and Hotel Zed, where we are rebels against the ordinary. Our latest venture is ROAR, our live-fire restaurant in Tofino, BC. We are searching for our next Happiness Hub Reservations Centre Manager to join our flock of totally unique and fun-loving individuals to drive our business forward in the long term.  

The Happiness Hub Manager leads the reservations department in providing unforgettable customer experiences while maximizing revenue, reinforcing our unique brands and establishing meaningful human connections, all while creating an exceptional employee experience in a high-performing customer service environment.  

Who We Are 

Success attracts success and here you will be working with an extraordinary company. We are a force in the industry:  

• We have been named one of Canada’s Most Admired Corporate Cultures™ three years in a row. 

• We received the Tourism Industry Association of Canada’s Business of the Year award for the outstanding growth of our business. 

• We have doubled our revenue and tripled our profits in the last nine years. 

• Our owner and CEO, Mandy Farmer, was named Hotelier of the Year by Hotelier Magazine and RBC Women of Influence Entrepreneur of the Year. 

Key to our success is living by our four Core Values every day: 

• Be Real 

• Have Fun 

• Make Everything Better 

• Have Each Other’s Backs 

Benefits & Work Perks   

We cover 100% of medical and dental premiums, PLUS you get free mental health benefits. We also have a bunch of Work Perks just for you:   

Salary: $70,000 - $85,000 

• Free nights at any of our hotels + discounts for your friends and family. 

• Live your Best Life Fund (this is our lifestyle and professional development fund for you to be your best). 

• Employee Purchase Program so you can get sweet deals on everything from electronics to linens. 

• Leadership development and coaching programs. 

• Three weeks vacation and flexible sick leave.  

And these are just a few!    

What the Role is Quacked Up to Be  

This role reports to the VP of Marketing & Communications and is a key player in the organization, working closely with our properties, sales, marketing and revenue teams. You are responsible for preparing and managing the Happiness Hub budget, team schedules, performance management, and strategic planning for your team. You will monitor metrics to identify trends and proactively improve guest and employee experiences. You will also evaluate all Happiness Hub data for historical analysis and future planning. 

In your first 3 months, you will… 

• Work closely with Trina our VP of Marketing & Communications to learn more about where Happiness Hub stands in its evolution and what still needs to be developed for this team. 

• Meet with various department leaders to understand how their teams have historically interacted with the Happiness Hub and how you can work with them to enhance communications. 

• Work with our Happiness Hub Assistant Manager, Rattan, to learn the ins and outs of the everyday work of the team 

• Meet and observe how all Happiness Experts are currently working, their processes, and strategies to complete their work.  

• Evaluate our current processes, training materials, and response guides and create a plan to fill any gaps you see. 

• Become an expert in our Hospitality Management System (Infor). 

• Start travelling to our various properties to meet the teams and managers at each location.  

• Review our current metrics and KPIs and assess if they are the correct ones to be tracking. 

• Develop a plan to report on metrics to your team. 

In your first 12 months, you will have… 

• Developed a Happiness Hub dashboard with metrics and historical data that helps drive strategic planning and development.  

• Created a safe space for your team to live our values, be authentic, open with feedback and ideas, and love coming to work every day.  

• Created new training programs and guides for the Happiness Experts to ensure a consistent experience for all our guests.  

• Helped create a successful partnership with the Sales, Marketing, Revenue and Operations teams to develop close partnerships that ensures all teams are supporting one another.  

• Reviewed our current roadmap and expanded upon it to take us forward for the next 1,000 days in partnership with Trina. 

• Partnered with the Sales team to develop new programs to help increase revenue. 

• Collaborates with Sales and the Learning & Development manager to create learning materials and programs for the Happiness Experts to develop their selling and customer service standards. 

• Built relationships across all of our hotels and teams, from front desk and room attendants to General Managers and our Care Bears (AKA, our Executive Team). 

You will also... 

• Be a champion for the Happiness Hub, ensuring your team is getting the space, resources, and development they need to grow and excel.  

• Be a champion at Accent/Hotel Zed/ROAR for creating memorable guest experiences.  

This exciting role is integral to setting the standard for how our guests interact with our team at Accent Inns/Hotel Zed/ROAR. You will be joining something different and unique, a place that works with our teams to create the best employee experience possible, which in turn creates the best guest experience possible.  

You will be able to partner closely with multiple departments across all business functions and properties. The Happiness Hub is based in our Richmond property, and you will spend most of your time working in-person with our team to ensure a strong operation and that the team is performing at a high level.  

What to expect 

Application: We do our best to review all applications within three weeks (15 business days) and will respond to all applicants. No ghosting here! 

First Interview (45min): You will meet with Claudia one of our HR Business Partners to have an initial call to discuss your experience and answer your questions about Accent Inns/Hotel Zed/ROAR. 

Second Interview (60min): Meet Trina, our VP of Marketing and Communications and Tori D, our Operations Analyst to discuss your technical expertise, what the role will look like long term, and answer more of your questions.  

Final Interview (60min): Meet with Chris Campbell, our President, for a final discussion about why we are hiring this role and the value we place on it, answer more questions about expertise and value alignment and give you an opportunity to ask questions of our President.  

Reference & Background Check & Offer: This is where we get to pop the champagne (or sparkling non-alcoholic apple cider) to celebrate joining our crew of Ducks ‘n Rebels!