SUMMARY
Efficiently monitors the operations of the assigned properties to ensure that the properties are being operated in a manner that is efficient, in compliance with both Brand and Baywood standards, and profitable while achieving high guest satisfaction scores. Works closely with Asset Management team to ensure the proper upkeep of the property.
JOB DUTIES
● Conducts regular property visits to ensure Brand and ownership standards are being met.
● Conducts Quality Assurance inspections.
● Analyzes reports received from the Brands, ensuring that properties are operating within the established guidelines.
● Ensures that General Managers are reviewing and responding appropriately to customer & associate feedback.
● Handles guest and associate issues which have escalated beyond the property General Manager level.
● Maintains existing and establishes new standards of operation as needed.
● Participates in staff, revenue, and sales meetings to ensure a high level of guest and associate satisfaction while increasing top line revenues and reducing operating costs.
● Reviews property financial reports to ensure that operating expenses are within budgetary guidelines. Identifies opportunities and develops an appropriate course of action to correct the situation.
● Maintains open communication with the properties, keeping them informed of matters of significance.
● Recruits, hires, trains, supervises, and conducts performance reviews for the assigned General Managers.
● Provides General Manager coverage, when needed.
● Helps to create the annual budget for their respective properties.
● Submits regular reports to the Regional Vice President of Operations on all aspects of hotel performance and communicates action plans to rectify any deficiencies.
● Conducts post Brand Quality Assurance Meetings within a sevend-day period from the original Brand Quality Assurance Visit.
● Follows the proper communication structure ensuring urgency and transparency is a priority in all written and verbal communications.
● Actively participates in preparation and content of Quarterly Operations Meeting(s) and other trainings as deemed necessary by the Regional Vice President of Operations.
● Follows the proper channels in order to gain approval for out of the ordinary purchases and expenses.
● Additional duties may be added at any time at the discretion of management.
Consistently models the behavior of a ‘Baywood Ambassador’ who:
● Maintains a professional image, including grooming, verbiage, and body language.
● Warmly greets both guests and coworkers (using the 10/5, first & last rule) in a friendly professional manner, for every interaction.
● Actively listens to both guests and associates, responding appropriately to their questions and/or concerns. Takes ownership of any complaints. Seeks guidance and/or assistance from others, as needed, to ensure satisfaction.
● Fosters teamwork by offering assistance to others, when appropriate.
● Continuously monitors the surroundings at work, in-order-to identify any cleanliness, safety, security, or building upkeep issues, and reports them to the proper department.
● Recommends other Baywood properties to our guests, when appropriate.
● Makes a genuine effort to identify and seize each golden opportunity to ‘WOW the guest!’ demonstrating our motto ‘It’s Better at Baywood!’
● Promotes and Participates in our B.E.A.R.(Baywood’s Education and Reach Initiatives) and other Baywood sponsored community service events. Additional duties may be added at any time at the discretion of management.
SKILLS/QUALIFICATIONS
● Strong budgeting experience necessary.
● Ability to analyze financial statements, identifies issues and develops appropriate corrective action.
● Minimum of five (5) years proven multi property experience necessary.
● Experience with well branded, focused service hotels necessary.
● Multi-brand experience preferred, including Marriott, Hilton, IHG and Choice properties.
● Must be able to travel frequently within the region.
● Able to demonstrate and have a proven history of a "hands on approach".
● Great communication skills, both written and oral.
● Computer skills including: Microsoft Office, PMS and Brand-Specific software.
● Able to motivate and lead a management team.
By signing below I acknowledge receiving a copy of my job description for the position of Regional Manager of Operations and I understand my responsibilities. I am aware that this document reflects management’s assignment of essential functions; and nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Also, my employment with Baywood Hotels is ‘At-Will’ and this job description does not constitute a contract between the employee and employer.