Regional Director of Brand Services Introduction
The hospitality industry is ever changing and one of the fastest growing industries in the world. Hospitality isn’t as simple as good customer service, at least not for Cobblestone Hotels.
Here at Cobblestone Hotels we believe in the power of hospitality and use it to fuel many facets of our brand, company, and our culture.
We look at it as we have two customers: our hoteliers/operators and our guests. In the era of automation and technology, we work hard to stay current on industry trends, but maintaining the personable and small-town hospitality approach to our customers is of the utmost importance in every layer of our brand.
About Us
Headquartered in Neenah, Wisconsin, Cobblestone Hotels, LLC prides itself in filling the lodging needs of communities throughout the United States through its variety of brands: Cobblestone Inn & Suites, Cobblestone Hotel & Suites, Cobblestone Suites, Boarders Inn & Suites, Centerstone Hotels, and KeyWest Hotels.
Since its first property opened in Clintonville, Wisconsin in January of 2008, the brand has expanded to 160+ locations open or coming soon, spread across 26 states. With more than 30 locations under development, Cobblestone Hotels is one of the fastest growing hotel brands in the country. The cohesive approach of community and entrepreneurship provides the catalyst for success.
Position Overview
The Regional Director of Brand Services provides execution of Cobblestone Hotels brand initiatives that drive results for our two customers: our hoteliers and our guests.
Boots on the ground, the Regional Director of Brand Services will travel up to 90% of the time, performing quality assurance inspections, trainings, handling onsite onboarding of new hotels, all while working cohesively with other Brand Services team members to uphold Cobblestone Hotels standards and values.
Primary Responsibilities
Let’s be realistic, this is hospitality, and no day is the same; but to give you a general idea, some primary responsibilities are:
· Continuously track the market and competition trends while seeking realistic strategies for property and overall portfolio revenue and guest satisfaction.
· Productively engage owners and operators
· Facilitate continuous improvement action planning to help generate additional revenue and guest satisfaction
· Perform announced and unannounced property visits that encompass quality assurance inspections, property improvement plans, and overall performance reviews of property(s).
· Take initiative to identify and proactively communicate potential portfolio retention risks
· Support and execute brand-level initiatives and objectives
· Demonstrate proficiency in use and coaching of property and industry technologies
· Cultivate and maintain effective franchisee relationships
· Deliver additional support and engagement tactics for clients
· Demonstrate knowledge and expertise with all Cobblestone systems
· Monitor hotel revenue, GES and related guest satisfaction scores, brand ranking, QA scores, and other metrics to identify greatest opportunities.
· Ensure high level of consumer (guest) satisfaction through interactive consultation to analyze GES and related guest satisfaction metrics, third party site reviews, and prescription of appropriate resources for addressing guest satisfaction need areas.
· Develop priority-focused consultation agendas in advance of consultations. Ensure that property ownership and/or designated owner representatives or management company representatives are given ample opportunity to schedule themselves to attend all consultations.
· Perform and Review Quality Assurance scores. Initiate franchisee ownership and/or GM contact as required to ensure understanding of the status and to facilitate necessary remedial activities.
· Generate required post-consultation follow-up correspondence to ownership, designated property representatives, management company representatives, and/or on-site General Manager.
· Maintain effective property and ownership documentation notes within Cobblestones proprietary contact management technology systems. Regularly update contact management records, including General Manager, department head, and/or ownership changes within required time frames.
· Remain currently informed of all Cobblestone programs, franchise requirements, operating practices, loyalty programs, market trends, and industry conditions to provide necessary information and support to franchisees.
· Provide material feedback Brand President to communicate unusual property performance trends, ownership engagement issues, competitive intelligence, or other information that might prompt the consideration of joint intervention strategies.
· Support best practices for system entry support and ramp-up success in conjunction with Opening Services Department.
· Understand and support Cobblestone Hotels training and educational programs and resources.
· Engage franchisees and GMs to support on-line, local, regional, and national training opportunities that address their needs. Ensure property level certifications are in place, including Cobblestone’s CARE Training requirement.
· Support Cobblestone Hotels franchise sales growth through engagement of franchise sales directors and ongoing interaction to ensure identification of franchise opportunities and development of leads.
· Seek and share approved industry and market intelligence and best practices with peers, franchisees and corporate staff; become the eyes and ears, recognizing trends, threats and opportunities that can be exploited by franchisees and Cobblestone.
· Handling designated trainings, workshops, and hotel openings and conversions
· Support interdepartmental duties where needed.
· Understand and successfully integrate Cobblestone Hotels culture values and performance principles into all facets of franchisee, peer, guest, and internal interaction.
· Must uphold Cobblestone Hotels standards of collaboration, sense of urgency, openness to new ideas, integrity, customer focus, respect, and performance excellence.
Skills, Educational Background, & Experience
· Minimum of three years of hotel general manager experience
· Strong project management skills with collaborative approach
· Excellent verbal and written communication skills
· Ability to manage multiple priorities and projects simultaneously
· Proficient in Microsoft Office applications (Outlook, Word, PowerPoint, and Excel)
· Revenue Management experience
· Strong consulting and persuasion skills
· Customer Management skills (hotelier and guest)
· Superior time-management and follow-through
· Self-motivated
· Organized
· Thrive on exceeding goals and meeting deadlines
· Strong coaching skills
· Ability to troubleshoot and problem solve
· Ability to take direction and be open to the Cobblestone Hotels way
· Must be able to work and thrive independently as well as work cohesively as a team
· Relevant sales and marketing experience
· Must be wiling to roll up sleeves to tackle the job(s) at hand
· Self-motivation to go the extra mile to get the job done, and done well.
Travel
· Position is 90% travel and as needed. Ability to travel to hotels nationwide, and for extended periods of time is required.
· This position is not a Monday through Friday 8:00 AM to 5:00 PM position.
· Must have a valid driver’s license and ability to travel via airplane and car rental.
Job Type: Full-time
Pay: From $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have any other hotel franchise experience?
Experience:
- Hotel General Manager: 4 years (Required)
Willingness to travel:
Work Location: On the road
