Regional Director of Operations - #187161

About Naples Hotel Group:

As a family-owned business built on genuine relationships, the character and quality of our staff is integral to delivering the culture of service our clients expect. Members of our team serve each other, our partners, and their community with kindness and respect, while inspiring successful returns for everyone. The diverse and intimate size of Naples Hotel Group encourages each associate's voice to be heard, fostering a dynamic environment of communal creativity that's rife with opportunities for advancement.

Summary:

The Regional Director of Operations is pivotal in our success, ensuring operational excellence across all hotels within their assigned region. This role is ideal for a dynamic, results-driven leader passionate about delivering exceptional guest satisfaction and driving operational efficiency. The RDO plays a key role in the company leadership team and will lead with vision, integrity, and an unwavering commitment to excellence. The success of this role is measured by employee satisfaction, guest satisfaction, and the financial performance of the hotels.

Essential Duties And Responsibilities

Leadership:

• Holding teams accountable for results and strategy execution while displaying leadership qualities that motivate and inspire people to perform their best daily.
• Act as a mentor and guide General Managers and Department Heads in fostering positive employer/employee relations and a productive work environment.
• Recruit, hire, onboard, train, develop, and redirect General Managers and other key positions, guiding them through the “employee life cycle” of the company.
• Efficiently plan and conduct extensive travel (75% or more) to properties within the assigned portfolio, providing hands-on leadership and support.
• Champion the company’s culture, vision, mission, and core values at all times.
  
  
  

Operations:

• Lead and motivate team members across multiple hotels, focusing on superior employee and guest satisfaction as the highest priority.
• Conduct property visits and routine checks to ensure all properties meet the company’s rigorous quality standards regarding physical appearance, maintenance, and cleanliness.
• Conduct thorough performance evaluations across hotels, setting clear goals, expectations, and benchmarks for success.
• Establish action plans and strategies for underperforming hotels and follows up on implementation.
• Implement knowledge-based and focused training programs to enhance service quality and operational standards, ensuring adherence to brand and company requirements.
• Ensure compliance with the brand’s metrics and scorecard, including GSS, QA, and initiatives.
• Ensure compliance with health, safety, OSHA, and ADA regulations, maintaining a safe environment for guests and employees.
• Manage and lead new openings and acquisitions processes to ensure that the hotel is onboarded adequately to the company’s portfolio.
• In collaboration with Human Resources, manage personnel records in accordance with state and federal laws, safeguarding employee privacy and compliance.
• Lead the adoption and integration of technologies and digital tools to enhance guest experiences, streamline operations, and stay ahead of industry trends.
• Actively monitor, analyze, and address guest feedback across various platforms to maintain and improve brand perception and guest satisfaction.
  
  
  

Financials:

• Collaborate with the Commercial Strategy team on sales, marketing, and revenue management strategies to meet top-line revenue and market share goals.
• Oversee each property's forecasting, budgeting, and financial management processes, including hosting regularly scheduled P&L reviews and developing annual budgets and strategic business plans.
• Routinely audit financial reports to proactively search for potential risks to generating growth, increasing income, and reducing expenses and costs. IE. Chargebacks, accounts receivable, etc.
• Review and analyze financial statements and operational reports for accuracy, taking corrective actions to ensure vertical accuracy.
  
  
  

Corporate Support:

• Participate, as requested, in the planning and implementing the company's policies.
• Actively engage in local business, community, and civic affairs and participate in franchise meetings, hotel brand and investment conferences, and any other event or activity deemed to be productive to increasing the company's visibility and reputation.
• Instilling trust and credibility, maintaining transparency, and forging strong owner/asset management relationships.
• Collaborate with the Marketing team to oversee digital marketing and social media strategies, ensuring alignment with brand values and goals to drive engagement and bookings.
• Perform other duties or tasks as assigned by Naples Hotel Group Principals
  
  
  

Education and/or Work Experience Requirements:

• A bachelor’s degree in Hospitality Management, Business Administration, or a related field is strongly preferred, though equivalent experience in hotel operations management may be considered.
• Proven experience in hotel operations management at a regional level, demonstrating a track record of operational excellence and financial success.
• Strong leadership skills, with the ability to inspire and motivate teams to achieve and exceed targets.
• Proficient in reporting and accounting practices to accurately manage budgets, forecast operational needs, and analyze financial statements.
• Exceptional verbal, comprehension, listening, and problem-solving skills to effectively address and resolve guest concerns, enhance guest experiences, and ensure smooth operations.
• In-depth knowledge of the hotel industry’s standards and regulations, with a commitment to maintaining high-quality service and operational efficiency.
• A strong orientation towards guest service excellence, demonstrating the ability to build and maintain positive relationships with guests, enhancing their stay and fostering loyalty.
• The ability to swiftly adjust to changing operational needs, guest requests, and unforeseen challenges, maintaining composure and decision-making quality under pressure.
• Ability to travel extensively and adapt to the dynamic demands of the role.
• Availability to work a varied schedule that includes mornings, days, evenings, overnights, weekends, and holidays in alignment with business needs.
• Willingness and ability to work an average of 50-55 hours per week, recognizing the demanding nature of the role.
  
  
  

Physical Requirements

• Regular requirement to sit; stand; bend; walk; and utilize manual dexterity to operate office equipment, navigate hotel spaces, and engage in hands-on management.
• Ability to safely lift boxes and other items weighing up to 15 pounds, essential for inventory management, setup of events, and other operational needs.
• Close vision is necessary, particularly for computer work, reviewing financial documents, and detailed operational planning.
• Clear verbal communication and hearing abilities are essential for effective interaction with staff, guests, and external partners.