Vice President of Operations

Job Description

Job DescriptionWest Coast Candidates PreferredJOB SUMMARY

The Vice President of Operations oversees the strategy and operational performance for their hotel portfolio including operations, sales, revenue management, budgets, driving top line sales, maximizing profitability, developing and retaining the best talent, and creating a culture of inclusivity and transformation. This includes cultivating, supporting, and implementing operational strategies related to talent management, manager/leader development, team effectiveness, employee engagement, financial performance, and guest satisfaction. The Vice President of Operations manages and supports the Regional Directors of Operations (RDO) in driving strategy and operational performance across the entire portfolio.

ESSENTIAL JOB FUNCTIONS

• Assists in creating short- and long-term goals to support hotel property performance and portfolio wide performance.
• Utilizes business metrics, reporting, and analytics to create strategies for overall portfolio performance improvement.
• Develops and drives organizational effectiveness and supports the CEO on all major initiatives.
• Acts as a trusted advisor, consultant, and confidant to the CEO and operational leadership team, proactively offering advice, counsel, and thought partnership related to operational challenges within the organization.
• Works closely with RDOs as a leader/mentor, offering coaching and development opportunities.
• Builds trusted advisor relationships with asset managers and owners by responding timely and building confidence through strong hotel portfolio performance.
• Provides oversight, leadership, guidance, and development of each General Manager (GM) of assigned hotels and offers another layer of support to RDOs and their respective GMs.
• Responsible for financial oversight of all hotels assigned including review of budgets, expenditures, forecast, hotel critique, and related financial statements.
• Responsible for total hotel performance analysis of portfolio to identify opportunity hotels.
• Responsible for guest satisfaction performance of each hotel in their region, ensuring hotels exceed the brand average and do not fall below the Brand Required minimum threshold.
• Conducts audits as outlined by brand or the organization to ensure that all goals are being met or exceeded and standard procedures are in place and followed.
• Supports hotels in building and evolving operational processes and action plans to drive hotel profitability and hotel effectiveness.
• Conducts weekly calls focused on monitoring hotel performance, discussing wins, and reviewing general concerns.
• Works directly with the Commercial Strategy team (Area Revenue Managers and Corporate Directors of Sales and Marketing leadership) to ensure revenue, sales and marketing strategies are in line to achieve RPI goals.
• Actively participates in weekly revenue calls, especially in high priority hotels.
• Conducts a minimum of two (2) property visits per year and performs a formal property review, providing guidance and direction.
• Responsible for partnering with hotel leadership to ensure recruiting efforts are meeting the staffing needs of the properties; participates in key leadership interviews as appropriate.
• Supports hotels in building and evolving operational processes and action plans to drive hotel profitability and hotel effectiveness.
• Provides oversight on employment and workplace investigations as appropriate with the highest level of professionalism, integrity, and confidentiality. Prioritizes prompt and thorough investigations, conducted objectively and free from bias; partners with Human Resources as appropriate.
• Drives diversity awareness and demonstrates behaviors that create a culture of acceptance, belonging, and inclusion.
• Cultivates professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional associations related to role in operations.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.

EDUCATION

• Bachelor's degree in Hospitality Management or Business Administration or equivalent.

EXPERIENCE

• A minimum ten (10) years of experience in the hospitality operations field, gained through increased responsibility in operations management positions.
• A minimum five (5) years of senior operations leadership experience in full-service hotel or luxury brands with complex food and beverage operations.
• Proven success as a regional or area market leader with multi-property, multi-brand experience (Marriott, Hilton, Hyatt, IHG).
• Experience as a General Manager.

SUPERVISORY RESPONSIBILITIES

Spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate achievements of subordinate staff. A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related. Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge. Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance. Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets. Exercises judgment within defined procedures and policies to determine appropriate action. Develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives.

Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.

Specific supervisory duties include, but are not limited to the following:

• Determines and creates policies, procedures, and manuals for direct reports.
• Establishes objectives and goals for the team.
• Assigns, monitors, and reviews work; evaluates direct report's performance.
• Recruits and interviews.
• Orientates and trains.
• Issues corrective action and makes recommendations for termination.
• Investigates and resolves concerns and complaints.
• Creates department work schedules.
• Approves time records and time off requests; submits payroll.
• Proactively assesses risk to establish systems and procedures to protect organizational assets.
• Ensures compliance with safety regulations.
• Develops and oversees the department's budget.
• Ensures accurate and efficient management of inventory.

SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions, as well as, knowledge and usage of correct business English and offices practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.

• Proven success in openings, transitions, and acquisitions.
• Ability to think strategically and assist in creating short- and long-term goals to support hotel property performance and portfolio wide performance.
• Ability to use business metrics, reporting, and analytics to create strategies for overall performance improvement.
• Ability to quickly build strong relationships with multiple partners and to coach and develop direct reports and hotel managers and associates at all levels.
• Strong leadership presence with the proven ability to influence and drive change with senior leaders and owners, aligning the operational strategy with business goals and growth.
• Critical thinking skills: ability to develop, document, and effectively communicate strategies.
• Excellent communication, presentation, reporting, and interpersonal skills.
• Strong financial acumen.
• Strong organizational skills.
• Computer proficiency in Google Workspace.
• Computer proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Understands how to develop and implement business strategies.
• Ability to interpret and create policies, procedures and manuals.
• Excellent customer service skills.
• Proficient in time management; the ability to organize and manage multiple priorities.
• Ability to take initiative and effectively adapt to changes.
• Recognizes an emergency situation and takes appropriate action.
• Able to establish and maintain a cooperative working relation.
• Ability to interpret and create spreadsheets.
• Able to use sound judgment; work independently, with minimal supervision.
• Strong analytical and problem-solving skills.
• Performs well with frequent interruptions and/or distractions.
• Intermediate math skills.
• Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
• Able to maintain a positive and professional working environment.
• Fosters a culture of excellence.
• Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.

TRAVEL REQUIREMENTS

• 75% travel required; must reside near a major airport.

DISCLAIMER

This job description provides a general overview of the work performed, including the typical responsibilities and level of duties associated with this position. It should not be construed as an exhaustive list of tasks or obligations for any individual team member. This description does not alter the employment relationship between the Company and its team members.

The Essential Job Functions, Physical Requirements, and Work Environment characteristics outlined are intended to reflect the requirements needed to perform the essential functions of this role effectively. Management retains the authority to modify, adjust, or revoke job duties and responsibilities as needed, and to make reasonable accommodations to enable qualified team members to fulfill the essential functions of their roles.

The Company is an Equal Employment Opportunity (EEO) employer and is committed to providing a work environment free from discrimination and harassment. All employment decisions are made based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status/characteristic in accordance with applicable federal, state, and local laws.

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