SUMMARY:
Within assigned region, supervise and assist managers of each hotel in your division. Hotel Regional Managers are the operational link between the field and the corporate office. They ensure that hotels operate according to company policies and guidelines and that they meet company profit standards and KPI’s, hotels are up to standard interior & exterior and brand specifications are met for each brand. Average expectation for overnights is approximately 10 to 15 days per month with possible weekends 3 to 4 times per year or more. At the Town Pump Hotel Group, we are committed to providing genuine hospitality from genuine people who are committed to providing comfort and service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Serve as the liaison between the field and the corporate office.
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Ability to fill role in the absence of a General Manager for one of the district hotels or a hotel that is in distress and in need of additional onsite help. This can be for extended periods of time.
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Interact with guests, co-workers, and upper management in a courteous, professional manner. Must maintain a high degree of pride in job performance.
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Must be available to receive after-hour calls from hotels and corporate office when needed.
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Conduct monthly inspections and random cash audits. All money during cash audits must be physically touched and never should advance notice be given, implement expense controls, monitor all money in/out of hotels by ensuring proper policy and procedures are being followed by all employees.
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Monitor payroll for hotels in the district, set up labor budgets and standards with the Director of Operations and the Hotel Manager, review and approve field expense reports to be done accurately and timely, control OT, ensure labor is used appropriately, and monitor special events and training hours.
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Interview, hire, train, and guide managers to control their properties; maintain manager supervision through training, developing; monitor employee and manager’s customer service skills; deal with customers and employees’ complaints in a timely manner. Responsible for hiring, enforcing disciplinary actions and recommending terminations for managers while overseeing these activities for all hotel employees to include supervisors and managers; document the positive and negative when analyzing a situation.
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Conduct performance reviews for hotel managers in detail while documenting strengths and areas for improvements.
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Collaborate with and support the Regional Sales Managers on marketing and sales efforts.
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Conduct location inspections according to guidelines and time frames outlined by Hotel Operations, ability to give detailed recommendations for improvements and follow up to ensure all equipment is up and running, refer maintenance problems to the Hotel Facilities Group. Always maintain locations in peak condition: appearance inside and outside, competitiveness, and reputation.
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Collaborate with and support the Franchise programs and initiatives set forth and approved by the Director of Operations
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Assist in driving top line revenues through effectively monitoring rates and exercising strong revenue management performance and decisions for each hotel in region. This includes collaborating with the hotel management team, the franchise revenue management support team and franchise offered programs such as Call Forwarding, CRS and OTA systems.
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Remain current and informed of all Franchise programs, franchise requirements, franchise inspections, Medallia feedback and reporting, market trends and industry conditions to assist property Managers and Operations.
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Supporting the sales and marketing efforts at each of the hotels by working with the Regional Sales Manager and the property management teams to ensure each supervised hotel is achieving their sales-related goals.
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Ensure a high level of guest satisfaction through analyzing guest related metrics such as third-party review sites and franchise related guest satisfaction tools. Assisting and educating managers to improve overall reputation management of their respective hotel
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Ability to hire, train, orient and develop succession planning for managers and support the manager in training programs. Oversee all aspects of the manager in training program, follow up to ensure training is moving forward with the best interest of the company.
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Review and act on a variety of reports for accuracy and future decision-making including Purchase Orders, vendor approvals and invoices, payroll (labor expense controls), workers compensation and safety procedures, monthly analysis, labor reports daily, weekly & monthly, profit & loss reports monthly, employee evaluations, STAR reporting, franchise fee invoicing, travel agency productivity and invoicing, online travel agency productivity and invoicing.
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Responsible for full operation of all assigned locations. Enforce all standards and policies to ensure controls, exceptional customer service, profit increase, increasing revenues and decreasing turnover are in order.
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Assist managers in hiring and making disciplinary decisions including recommendations for termination based on valid documentation. Ensure that all documentation is accurate and completed in its entirety before sending to the corporate office.
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Conduct and investigate employee issues, incident reports, accommodation requests, initiate LOA and return from LOA requests.
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Responsible for overall security of locations and company assets.
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Spending quality and equal amounts of time with managers and employees at location sites to ensure company standards are met with customer service, training, and property is always running efficiently.
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Attend manager team meetings, review P&L’s, performance reviews, marketing and competitor surveys, recommendations on how to improve sales and control expenses.
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Maintain email for managers and operations requests daily.
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Spot check properties via camera systems for productivity, property conditions and incidents.
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When necessary, follow up on customer service complaints and incident reports, must have an open mind and follow the facts before making recommendations.
- Ensure that all month-end reporting is turned in from each location by the 5th business day.
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Continuous travel and/or communication with hotels within geographic area of responsibility as needed and/or required.
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Send all property inspections, trip reports and cash audits to the Corporate Office.
NON-ESSENTIAL DUTIES:
Other duties as assigned by management.
Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential 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 essential functions.
EDUCATION and/or EXPERIENCE:
High School diploma or general education degree (GED) required, bachelor’s degree preferred; management experience required; five years or more as a Hotel GM required; extensive knowledge of corporate level and/or multi-unit hotel operations management or equivalent combination of education and experience.
COMPUTER SKILLS:
Experience with the following software: Microsoft Office including MS Excel, MS Word, PowerPoint, hotel PMS (Property Management Systems) and/or Choice Advantage or Opera/Hotel Key; franchise communication systems, Smith Travel Reports (STAR); must have the ability to learn new software as adopted and implemented by the corporate office and the hotel for the betterment of the operation.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS:
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Valid Driver’s License with acceptable driving record
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Certified Hotel Administrator certification a plus but not required
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Certified Hotel Sales Professional and/or Certified Hotel Revenue Manager a plus but not required.
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Brand Operations Certification a plus but not required
OTHER SKILLS and ABILITIES:
- Must have keen analytic skills and data management abilities.
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Must have superior time-management and follow-through skills.
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Strategic thinker that can draft successful road maps for their hotels by analyzing data metrics to improve overall performance
- Strong proven leadership skills
- The ability and motivation to handle crucial and difficult conversations confidently.
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Must enjoy striving for success in a team environment
- Can manage stress in a fast-paced environment
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Must be able to be self-motivated, organized and able to balance multiple projects.
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Must thrive on exceeding goals and meeting deadlines.
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Ability to solve problems using logical skills to get to the root of problems.
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Knowledge of training techniques and the ability to use them successfully.
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Calmly and thoroughly use professional investigative techniques to examine a variety of administrative, operational and human resource issues.
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Knowledge of legal, safety and personnel issues required to manage district hotels.
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A keen eye for detail to monitor all aspects of the hotel’s operations from housekeeping to food and beverage services.
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Possess strong communication skills to effectively interact with guests, staff members, key stakeholders and vendors.
- Excellent sales and marketing acumen with great interpersonal skills
- Thorough knowledge of all corporate operating & administrative policies and procedures.
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Ability to provide planning, give clear directions, training, leadership, organization and ensure follow-up.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
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The employee is frequently required to lift and/or move up to 25 pounds.
The employee is occasionally required to lift and/or move up to 50 pounds -
While performing the duties of this job, the employee is regularly required to stand.
The employee is frequently required to walk and talk or hear.
The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
ENVIRONMENTAL DEMANDS:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Ability to work in an open office environment with frequent background noise.
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Ability to work in pleasant but demanding atmosphere.
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Ability to work in an open environment with frequent interruptions and customer interaction.
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Ability to operate a motor vehicle in all types of weather and road conditions.
Disclaimer: The list of requirements, duties, and responsibilities is not exhaustive but is the most accurate list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change, (for example, in the event of emergencies, or changes in personnel, workload, or technical development).
