Regional Director of Operations

Qualifications:

• College or higher-level education.
• Minimum of 10 years of experience in hotel industry operations, with at least 4 years of multi-property experience.
• Must be a strong leader and communicator, self-motivated, and a team builder.
• Extensive travel is required.
• Willingness to sign non-disclosure and non-compete agreements.

Key Responsibilities:

• Ensure each hotel maximizes the Guest and Associate experience.
• Develop, maintain, and ensure compliance with brand hotel operating policies and procedures (Operations Manual).
• Coach and train General Manager team members, set goals, hold them accountable and provide feedback, rewards, and recognition.
• Hold General Managers accountable for managing and motivating associates, achieving financial results, and ensuring guest and associate satisfaction.
• Ensure proper operations reporting and record-keeping at the hotels and corporate office.
• Develop, implement, and support the successful attainment of each managed hotel’s annual Business Plan.
• Demonstrate integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, and ensure adherence to hotel operations policies, protocols, and SOPs.

Primary Functions:

• Participate actively in the Strategic Planning Committee.
• Lead the process of developing the annual Business Plan for each hotel.
• Ensure implementation and evaluation of the approved Business Plan for each hotel.
• Examine and ensure Operations within the approved budget for each managed hotel.
• Gain and maintain excellent knowledge of competition and general industry trends.
• Analyze operating results and benchmark outcomes with budgets, other managed hotels’ performances, and industry averages.
• Motivate, coach, and train General Manager Team members, set goals, hold them accountable, and provide feedback, rewards, and recognition.

Specific Responsibilities:

• Send a daily end-of-day activity and accomplishment email to team leaders.
• Read daily emails from General Managers and respond as appropriate.
• Conduct private daily telephone meetings with each General Manager to review daily emails, daily flash reports, daily activities, and performance outcomes.
• Conduct monthly meetings of Department leaders and General Managers to review operations outcomes, progress, and accountability.
• Inspect hotels for Quality Assurance standards.
• Track performance standards for each hotel. Performance standards include Brand & Quality Assurance, Market Share Indices (MSI), Net Operating Income (NOI), Recordkeeping and reporting, Supplies storage, ordering and PAR maintenance protocols, Guest Satisfaction Indices (GSI), and Associate Satisfaction Index (ASI).
• Conduct regular and timely performance reviews of General Manager Team members.
• Conduct monthly P&L Reviews with General Managers to ensure focus on areas of opportunity and develop action plans to improve performance.
• Work jointly with the Director of Revenue and Director of Sales to ensure Sales, Marketing, and Revenue strategies are in line, being proactively implemented, and achieving desired results.

Optimum Attributes:

• Willing to take responsibility and accountability for the team.
• Well-groomed and professional appearance.
• Willing to work on weekends and holidays if required.
• Effective communication skills.
• Good listener.
• Empathetic and tolerant.
• Open with praise, discreet with criticism.
• Consistent and congruent.
• Rational, prudent, and practical.

Performance Standards:

• Achievement of the managed hotels’ business plans.
• Budgeted NOI.
• Hotels MSI Index goal achievements.
• Guest Satisfaction Index (GSI) goals.
• Associate Satisfaction Index (ASI) goals.
• Ensuring the performance and administration of the GSI program.
• Meeting and Maintaining the Hotels’ Quality standards and brand rankings.