The Director of Operations will report directly to the Sr. Vice President of Operations and be responsible for overseeing the overall operations for an assigned group of Hotels within the Charlestowne Hotels portfolio. This person will serve as the primary contact of multiple hotels for operations, sales and marketing, and implementation of brand/corporate initiatives, and will be accountable for directing management and employee functions at any of the properties within the assigned group. This position will be key in leading the effort to improve financial performance by assessing economic factors, understanding demographic trends, enhancing the brand, leveraging relationships and enhancing guest satisfaction through a variety of tools, while ensuring strict expense control to yield positive results and growth.
Core Knowledge & Competencies:- Builds and sustains positive relationships with all constituencies
- Takes ownership of results
- Focuses on the needs of the guest and is observant of guest behaviors
- Proactively coaches, motivates, rewards and corrects subordinates
- Comfortable acting as the primary liaison between owners, franchises and corporate
- Has the ability to provide candid feedback to senior management on the "health" of the client relationship
Responsibilities Include:- Conduct on-site hotel visits and prepare property reports and action plans for the hotel owners, leadership, general managers and corporate staff
- Ensure hotels are meeting operational budgets
- Aid in establishing, communicating and implementing operating standards, tools, and resources
- Analyze property data and provide potential solutions to increase guest satisfaction and improve operating efficiencies, reduce expense, and maximize revenue
- Manage regional expenses to be within annual budgetary guidelines
- Participate in the implementation of goals and the successful rollout of initiatives and programs
- Monitor project management work via site inspections to ensure conformance to plans
- Provide technical and knowledge guidance as subject matter experts
- Partner with other internal departments to continuously optimize financial and guest satisfaction results
- Assist hotel management and teams in successful completion of all goals, plans, and reports
- Evaluate daily operations and implement measures to improve and exceed guest satisfaction and operational efficiency
- Update and discuss adverse incidents, operational issues, claims, and customer service issues for impact and corrective processes
- Maintain compliance with established policies, procedures, objectives, quality assurance, safety, and environmental and infection control
- Maintain regular visibility and communication with clients/owners to ensure contract obligations are continuously being met and concerns are addressed in a timely manner
- Ensure acquisition and development of competitive talent and promote opportunities for attracting and retaining high performing talent; ensuring adequate staff to meet operational requirements
- Coach and council all management in assigned group of hotels to ensure key performance is met
- Coordinate with Corporate Director of Human Resources, Vice President(s), or COO on personnel issues
- Ensure on-going training, promotions, performance reviews, employment termination, and disciplinary measures are administered according to policy and procedure
- Routinely audit hotel summary reports and records as required, submitting requested reports and statistics
- Support development by identifying new business opportunities in the region
- Suggest operational and capital improvements for the client hotels
- Develop short term action plans and long range planning for new programs and strategies that impact the hotels based on the existing corporate directed goals and any new goals that are created
- Develop and submit property and overall region reports to the Executive Committee and COO on a consistent basis
- Ensure that all safety and brand standards are maintained
- Attend conferences for each of the brands that are within the organization
- Take part in Brand Area Manager visits (i.e. IHG, Choice, Best Western, etc.)
- Develop and leverage internal and external partnerships to maximize achievement of business goals
- Manage overall financial performance by analyzing and reconciling financial reports, determining trends and areas of opportunities, advising others on cost control methods and budgetary trends
Requirements:- Enjoys a variety of tasks and being highly mobile
- Highly organized and able to use organizational tools to track multiple tasks
- Follows-through and follows-up on his/her own work and the work of others
- Manages time efficiently to meet established project deadlines
- Possesses a strong ability to perform independently as well as within a team environment
- Keeps abreast of latest industry products, services, information and best practices
- Experienced at operating successful properties and delivering results
- Possesses an ownership mentality
- Able to travel to hotels within selected region
- Minimum of at least 3 years of multi-property oversight
- Bachelor's degree in Hospitality Management is preferred
