Regional Director of Operations (NC/Market)

Position:                    REGIONAL DIRECTOR OF OPERATIONS

Reports to:                 President

Department:              Operations

Location:                    Corporate Office

Classification:           Exempt

SUMMARY:

The Regional Director of Operations directs and monitors all short and long-term performance, objectives, and strategic planning initiatives for a specific portfolio of hotels. The Regional Director of Operations is responsible for the effective operational management of the hotels so that they achieve and exceed their forecasted revenue goals and guest satisfaction targets. Working in close partnership with the President and other management, The Regional Director of Operations will provide leadership for all hotels in their region, motivating managers and employees to carry out the mission. The Regional Director of Operations is accountable for directing and coordinating the resources, tasks, requirements, systems, and processes related to the day-to-day operations of the hotels, and for creating an energized and positive work environment that results in the delivery of exceptional guest service, and for identifying opportunities for further efficiencies. 

GENERAL RESPONSIBILITIES:

• Guide and direct hotel management in development, production, promotion, and financial aspects of the company’s services within assigned region
• Work in conjunction with the General Managers to actively manage key property issues
• Reviews individual hotel’s performances to analyze results and implements improvement where appropriate 
• Assist in the development of meaningful, achievable hotel budgets and other short and long- term hotel strategic goals
• Plan, direct, and coordinate the service delivery of all operational departments in order to meet and exceed guest service expectations
• Identifies and pinpoints opportunities, areas needing to be re-engineered, reorganized, restructured, down-sized, or eliminated 
• Ensure that costs are controlled throughout the operational departments and results are analyzed regularly to highlight problem areas and take appropriate action
• Review and address guest feedback with hotel managers in order to achieve positive outcomes and high levels of customer satisfaction
• Understand the strengths and weaknesses of the competition and finds opportunities for the hotel to exceed the competition
• Hold regular briefings and communication meetings with the General Managers and other senior staff regularly to review financial performance and provide direction and support in developing strategies to grow revenue, create sales, enhance service, and improve quality
• Review, analyze, and respond to performance metrics/data received from various reporting systems
• Read, analyze, and interpret documents including financial reports such as P&L’s, balance sheets, general ledger’s and legal documents such as hotel contracts
• Aid in preparation of financial forecasting, budgeting, and other strategic planning
• Ensure all brand standards are in place and help implement any new or updated brand initiatives as needed
• Track QA/brand visits and inspections and achieve outstanding results
• Proactively maintain positive relationships with major brand contacts
• Evaluate the results of overall operations regularly and systematically and reports these results to the Chief Operating Officer and other corporate staff as instructed
• Adhere to all franchise procedures and regulations to assures each hotel adheres to standard operating procedures
• Ensure hotels are properly maintained by following mandatory preventative maintenance plans and guidelines
• Monitor and promote each hotel’s Risk Management efforts and monitor the effectiveness of their safety committees/teams 
• Consistently reinforces the focus and adherence to company standards, practices, policies, procedures, safety, and risk management 
• Monitor and maintain operation & overhead cost in order to maintain maximum revenue 
• Authorize expenditures and monitor cost controls with exceptional ability to control labor
• Conduct area meetings on a quarterly, semi-annual, etc. basis
• Visit each hotel in their region on a regular basis
• Identify issues, answer complaints and resolves problems in a timely manner
• Perform or monitor various investigations and/or audits as needed or as recommended by corporate 
• Directly involved with revenue management, pricing and sales and marketing of the hotels
• Maintain a good understanding and promote successful implementation of hotels sales and marketing goals and initiatives
• Ensure that the responsibilities, authorities, and accountability of all direct subordinates are defined and understood
• Hire, train, and provide career development for hotel management roles and conduct performance evaluations and provide feedback
• Promote the development of internal talent for future management opportunities for the company’s succession planning program 
• Monitor, promote, and encourage the use of morning and/or afternoon meetings, one on one meetings, staff meetings, The Global Management culture and updated team member bulletin boards/dashboards
• Other duties as assigned, which the associate is capable of performing

QUALIFICATIONS:

• Bachelors Degree – Hospitality/Hotel Management preferred
• Minimum 5 years work experience in hotel service dealing with multiple brands and units
• Computer Knowledge/Skills: MS Office, strong excel skills, and knowledge of hotel property management systems
• Highly focused and results driven
• Excellent communication skills, both written and oral
• Professional in appearance and presentation
• Experience in developing and managing budgets and revenue proposals 
• Strong leadership skills to effectively manage and motivate the team to achieve high levels of performance and exceed goals
• Ability to connect with hourly team members during property visits to ensure training and tools are being provided to ensure the hotels’ success
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Strong conflict management skills with ability to speak clearly and persuasively in positive or negative situations
• Demonstrate group presentation skills, conduct and orchestrate monthly, quarterly and annual meetings
• Build morale and group commitments to goals and objectives
• Ability to multi-task and track completion dates to ensure timeliness
• Extensive travel between hotels in assigned region and corporate office required

I have received, reviewed, and understand this job description. I further understand that I am responsible for the satisfactory execution of the functions and responsibilities described herein, under any and all conditions as described. I also acknowledge that this job description may change to add additional responsibilities as the company changes and/or grows. I understand failure to perform my job duties to expectations can result in disciplinary action, up to and including termination.