ELK & OWL MOUNTAIN RETREATS
Canmore, Alberta - Bow Valley
Director of Operations
Full-Time, Salaried | Canmore, AB (on-site) | Reports to the Owners / General Manager
About Elk & Owl
Elk & Owl Mountain Retreats is a family-owned property management and vacation rental company based in Canmore, with over seven years of experience in Bow Valley real estate and short-term rentals. We manage a growing portfolio of premium mountain properties from two-bedroom retreats to seven-bedroom group lodges handling everything from guest bookings to housekeeping, maintenance, and owner relations. We're looking for a hands-on operations leader who can bring hotel-grade discipline and warmth to a fast-growing, boutique property portfolio.
The Role
The Director of Operations owns the day-to-day performance of every property in the Elk & Owl portfolio. Guest experience, housekeeping and maintenance, front-line team leadership, and the systems that keep a multi-property operation running smoothly. This is a builder's role: you'll professionalize our operating standards, lead a growing local team, and be the steady hand owners and guests both trust. The ideal candidate has spent a career climbing
the ranks inside branded hotel or resort operations, specifically in front office, housekeeping, or working up through operations division leadership into full property or multi-site operations, and is ready to bring that discipline to an entrepreneurial, owner-led business.
Key Responsibilities
Guest Experience & Front-Line Service
Own the end-to-end guest journey, pre-arrival communication, check-in/check-out, on-property support, and issue resolution to a five-star hospitality standard.
Set and enforce service standards across guest services, concierge-style recommendations, and 24/7 guest support.
Empower Guest Service teams to turn escalated guest issues and turn service recoveries into repeat bookings and strong reviews.
Maximize our tech stack, including AI-powered tools, to streamline routine guest communication, bookings, and admin work, freeing the team to focus their time and attention on the moments that matter most to our guests.
Housekeeping, Maintenance & Property Standards
Lead housekeeping, turnover, and maintenance operations across the portfolio.
Build and audit property quality checklists and inspection routines so every unit consistently meets brand standards before guest arrival.
Coordinate contractors, vendors, and preventative maintenance programs; manage capital repairs and renovation projects with minimal disruption to bookings.
Set the tone that details matter: model and reinforce a standard where in-home standards are properly tracked property by property, and recurring issues are logged, root-caused, and closed out rather than patched over and repeated.
Own vendor management end to end: source and vet reliable local contractors and suppliers, negotiate pricing and service agreements, and hold vendors accountable to response-time and quality standards across the portfolio.
Team Leadership
Recruit, train, schedule, and develop a seasonal and year-round team spanning guest services, housekeeping, and maintenance.
Build the SOPs, onboarding materials, and training programs this growing team needs as the portfolio scales.
Foster a culture of accountability and hospitality that mirrors branded service delivery in a boutique setting.
Business Operations
Partner with leadership on budgeting, cost control, and operational KPIs (occupancy, turnover cost, guest satisfaction scores).
Work alongside the revenue/marketing function on pricing, channel management, and listing performance across booking platforms.
Manage new-property onboarding, setup, staging, systems, and standard operating procedures - as the portfolio grows.
Safety & Compliance
Ensure properties meet all health, safety, fire, and municipal short-term rental licensing requirements in Canmore and the Bow Valley.
Maintain emergency response protocols and security procedures across the portfolio.
What You Bring
8–10+ years of progressive hospitality operations experience, with a clear track record of advancement.
Preference for housekeeping or maintenance into rooms/operations division leadership into director-level operations within branded hotels, resorts, or high-end lodging.
Proven ability to lead teams through operational changes, property transitions, renovations, or new-property openings.
Comfort operating in a fast-paced mountain resort market with sharp seasonality and short guest turnaround windows.
A hands-on, roll-up-your-sleeves, detail oriented leadership style balanced with the polish and standards of branded operations.
Strong financial literacy, budgeting, labour cost control, and property-level P&L ownership.
Working knowledge of property management systems, channel managers, and/or operating platforms.
Post-secondary education or certification in hospitality, tourism, or hotel management is an asset.
Based in Canmore/the Bow Valley; a genuine connection to the mountain lifestyle and this community.
What We Offer
A competitive salary commensurate with experience, plus performance incentives tied to portfolio growth and guest satisfaction.
The opportunity to build the operational backbone of a growing local company from a position of real
ownership and trust.
A close-knit, family-owned culture rooted in the Bow Valley community.
