Regional Director of Operations

SUMMARY:

Manages the overall operation of a portfolio of hotels by maintaining established costs and quality standards, maximizing profits, developing and retaining associates and exceeding guest expectations. Examines, analyzes and evaluates operations of assigned properties to ensure adherence to IMM and franchise standards and policies.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsible for interviewing, hiring, and training (along with Training Department representative) new employees and newly promoted employees.
Plans, schedules, assign, direct, and reviews employee’s work.
Reviews and approves direct reports time and attendance records.
Appraises job performance; recognizes, rewards, and/or disciplines employees as appropriate.
Addresses complaints, identifies and resolves problems in a timely manner; may develop alternative solutions; uses reason when dealing with emotional topics and/or situations.
Assists in the development and implementation of goals, policies, procedures, and priorities relating to the area(s) of responsibility.
Carries out supervisory responsibilities in accordance with IMM’s policies and procedures, applicable Federal and State EEO laws and regulations.
Directly oversees property General Managers in the assigned region, maintaining constant contact.
When applicable, assists with hotel renovations.
Manages all sources of revenue including the rooms, housekeeping, food and beverage, engineering, and other departments. Ensures all departments are profitable and maintain strong working relationships.
Works with above-property sales representative to ensure sales effort is strong, and supported operationally by the property General Manager. Actively participates in sales discussions, meetings and plans. Knows key account executives and business base for each property. Is familiar with monthly production levels for each sales person on the hotel staff.
Promotes hotel’s policies and philosophies to employees and guests through direct and indirect interaction.
Works with the General Manager, Sales Manager, and above-property sales representative to create the hotel’s annual Business Plan and Operating Budget, and monitors the performance of the hotel throughout the year.
Reviews monthly financial reports with the hotel team and ownership group, and knows at all times where the hotel stands against budget.
Manages human resources functions of the hotel by assisting the General Manager in controlling turnover, motivating employees, focusing on employee development and retention and conducting regular employee meetings.
Protects the hotel and its assets through enforcing and maintaining a preventative maintenance program.
Monitors property guest service scores, and actively works with General Manager to identify opportunities, and issue direction. Holds General Manager directly responsible for guest satisfaction performance.
Completes a property Quality Assurance inspection biannually, and reviews the results of the inspection with the General Manager. The full Quality Assurance inspection is further communicated to relevant InterMountain corporate representatives.
Evaluates the results of overall operations regularly and systematically, reporting those results to the relevant Senior Regional Director of Operations.
Communicates regularly with property ownership group, keeping them abreast of any/all significant events, as well as monthly financial, sales, and service performance.
Responds quickly to guest requests in a friendly and professional manner. Follows up promptly to ensure guest satisfaction.
Ensures InterMountain corporate policies and procedures are properly communicated to the properties, and adhered to by them.
Ensures hotel follows and adheres to all standards set forth by each specific brand.
Projects a professional image at all times through appearance, dress, words and actions.
Follows company policies and procedures and is able to effectively communicate them to subordinates.
Ensures hotel is in compliance with all federal, state and local laws, including OSHA, EEOC, Wage Hour and Health laws, as well as state and local tax code.
Perform other duties as required.

SUPERVISORY RESPONSIBILITIES:

General Managers at assigned properties.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.

Education and/or Experience:

Hotel Management, Business or Marketing degree preferred; or
Minimum five years hotel/hospitality management experience; or
Equivalent combination of education, training and experience required.
Minimum 2 years supervisory experience required.

Knowledge, Skills and Abilities:

Ability to maintain confidentiality of business and financial matters and information related to the owner(s), partners, properties, guests, associates, etc.
Good interpersonal skills.
Ability to work in a courteous, tactful and patient manner with other associates and management including property owners and General Managers, vendors, suppliers, and other members of the general public conducting business with InterMountain Management and its owned and managed properties.
Ability to communicate effectively and professionally verbally, in writing, and utilizing proper business telephone etiquette, and in making presentations.
Ability to work in a fast-pace, high-energy and demanding work environment.
Excellent time management skills; multi-tasks skills; ability to prioritize and coordinate details.
Substantial knowledge of hotel operations.
Good supervisory & leadership skills.
Thorough understanding of how job duties impact successful and timely openings / renovations, company financials, company and property owners, etc.
Ability to work as a team player with all levels of associates.
Excellent problem analysis and problem solving skills required.
Dedicated, hard-working, self-motivated to work independently with little guidance.
Effective negotiation skills and strategic thinking.
Flexibility to monitor and adjust schedules.
Good computer skills; ability to learn and accurately use M3 software and other software as needed.
Good understanding of revenue generation and profit / loss implications.
Possess strong working knowledge of P&L statement.
Understand brand-specific inventory programs, and daily selling strategies.
Excellent guest-relations skills.
Practice safety standards at all times.
Complete knowledge of Emergency Equipment Manual, i.e., utility and water shutoff equipment, fire alarm system/panel and emergency procedures, etc.

SPECIAL REQUIREMENTS:

Prompt and regular attendance
Current and valid driver’s license
Professional attitude and appearance
Adhere to IMM policies and procedures and the Employee Handbook
May be required to work nights, weekends, and holidays
On-call status required when away from work
Travel 75% of the time
Immediately respond to and/or report any suspicious activities, threats, robberies, injuries, etc. by guests, associates or others to the proper authorities as appropriate and to IMM.
CPR/First Aid Certification or ability to obtain certification.
Lead by example.
Participate in self-development to include participation in IMM sponsored seminars and training programs, independent on-site training activities and non-company activities (reading, participation in civic and professional associations, courses, or seminars).

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.

While performing the duties of this job, the employee is frequently required to sit; regularly use hands to handle, or feel objects, tools, or controls; and talk and hear. The employee is regularly required to stand, walk, and reach with hands and arms.
The employee must frequently lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
The noise level in the work environment is usually moderate.

SELECTION GUIDELINES:

Formal application, rating of education and experience; oral interview; reference and other background checks, and job related tests may be required.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position. The job description does not constitute an employment agreement between the employer and associate and is subject to change by the employer as the needs of the employer and requirements of the job change.