REGIONAL DIRECTOR OF OPERATIONS | PALISOCIETY | SOUTHERN CALIFORNIA
POSITION PROFILE
The Regional Director of Operations (RDO) is responsible for establishing, directing, implementing, and maintaining a service and management philosophy that assures department operational goals, hotel budgets and guest satisfaction levels are being met. The RDO is expected to meet or exceed productivity standards, taking whatever corrective action is necessary to ensure Palisociety brand standards are maintained.
The RDO will oversee our Hotels in the Los Angeles Area. They will also work synergistically with the overall Executive Team (including Managing Director of Food & Beverage, Vice President of Sales & Marketing, Vice President of Finance, and the Corporate Director of Human Resources) to uphold our unique corporate culture, product, and brands.
ABOUT PALISOCIETY
Palisociety is looking for a Regional Director of Operations to join our corporate operations team.
Palisociety is a collection of unique hotels and residences that aim to enhance the lives of our guests and our communities by creating one-of-a-kind, neighborhood-centric places filled with interesting people and friendly staff providing trusty service. We take to heart that few things in life are as transformative as the people and places you encounter when traveling – and seek to bring that inspiration into everything we do…
Palisociety is a fully integrated hospitality company that acquires, designs, develops, owns and operates unique hotels and residences across the country under four distinct monikers: Palihouse, Palihotel, Le Petit Pali, ARRIVE by Palisociety and a collection of independently branded properties. The company’s proprietary brands, development and operational expertise also includes specialized retail spaces, highly curated restaurants, bars and event venues. Palisociety properties have been featured on Condé Nast Traveler’ Hot List, Travel + Leisure IT List, and more, with accolades from the New York Times, Architectural Digest, Wallpaper* and countless others. Avi Brosh founded Palisociety in 1998 in Los Angeles. For more information, visit www.palisociety.com or follow
THE TASK AT HAND:
Directing Team Members:
- Hire, train, supervise, coach and counsel team member’s portfolio-wide to provide consistency, diligent follow-through and direct accountability.
- Prepare and perform management team performance evaluations.
- Guide team members in their jobs and development.
- Maintain effective training programs ensuring all Operations personnel are highly productive.
- Ensure that team members have proper appearance and are wearing their uniforms according to policies and procedures.
- Ensure that all employees have the tools necessary to fulfill job expectations and guest needs.
- Verify that regular ongoing communication is happening within the departments (e.g., pre-shift briefings, staff meetings).
- Maintain Front Desk, Engineering and Operations related manuals
- Create and roll out new, or updated, SOP’s as required.
- Incorporate guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
- Set goals and expectations for team members using the performance review process that holds staff accountable for successful performance.
- Communicate follow-up actions to team members as necessary.
- Conduct informative and productive monthly Front Desk Team Meetings as well as weekly meetings with Housemasters + Assistant Housemasters.
Managing Guest Experience:
- Continuously strive to improve and maintain guest experiences.
- Review guest feedback with leadership team and verify that appropriate corrective action is taken for both positive and negative reviews.
- Respond to and handles guest problems and complaints.
- Stay visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Facilitate day-to-day creative solutions to address any obstacles in implementing the best guest satisfaction results possible.
- Manage and coach local property managers on guest recovery and service.
- Oversee reputation management of all properties.
- Drive monthly guest experience meetings with managers.
Property Maintenance & Housekeeping:
- Monitor condition of properties, cleanliness, cost control, quality of product and service throughout portfolio.
- Ensure the properties are well maintained.
- Conduct weekly walk troughs of properties with Op’s team.
- Ensure quality of furniture, fixtures and other items on-property are up to property standards.
- Supervise the preventative maintenance and annual cleaning programs.
- Obtain quotes and resolve repair needs ongoing.
- Manage relationships with suppliers and purveyors.
- Work with Palisociety design team to facilitate ongoing FF&E projects and requirements.
- Drive monthly housekeeping as well as maintenance review meetings.
Cost Control & Managing Revenue Goals:
- Monitor Operations performance against budgets.
- Manage property departmental checkbooks monthly.
- Focus on maximizing the financial performance of the department.
- Coach and support Operations team to effectively manage occupancy, rate, wages, and controllable expenses.
- Ensure property repairs and upgrades are performed in a cost effective and timely manner.
- Drive monthly cost review meetings with department heads.
- Confer with Corporate Director of Finance on an ongoing basis.
Sales & Marketing:
- Have regular active involvement in the Sales, Marketing and Revenue Management functions, including driving key sales metrics (RevPAR, ADR, Occupancy)
- Work with the Sales & Marketing leadership team to develop effective strategies to address room sales potential.
- Work with sales & marketing leadership oversee execution as well as remove any obstacles to success and assure appropriate resources are available to achieve business results.
Other tasks (Including but not limited to):
- Works with management teams to develop an operational strategy that is aligned with the Palisociety business strategy and brand standard.
- Demonstrate and communicate key drivers of guest satisfaction for the target customer’s portfolio-wide.
- Champion the Palisociety service vision for product and service delivery and ensure alignment and continuity amongst the various leadership teams.
- Communicate a clear and consistent message regarding departmental goals to produce desired results.
- Develops positive owner relationships.
- Performs other duties, as assigned, to meet business needs.
WHAT WE’RE LOOKING FOR:
- Proven track record in delivering results.
- Must be organized
- Strong communication and listening skills, excellent speaking, reading, and writing skills.
- Aptitude in financial management, financial reports, and analysis.
- Excellent leadership skills with a hands-on, lead-by-example work style.
- Computer proficiency, including Windows, Outlook, Word, and Excel.
- Proven track record of building cohesive teams and facilitating goal achievement.
- Commitment to exceptional on-brand guest service.
- Ability to carry up to 40lbs.
- Ability to walk, stand and bend continuously throughout the day.
- Must be able to stand for long periods of time
WHAT’S IN IT FOR YOU:
- A competitive compensation package including medical, dental, vision, and life insurance.
- 401(k) retirement plan (future you will love this one!)
- Paid time off, holiday pay, and sick pay when you’re under the weather.
- Career advancement in an organization committed to helping star employees thrive.
- There’s also an opportunity to expand your career trajectory as we are a fast-growing company with hotels and restaurants in multiple cities.
- Professional development that sets you up for success across multiple hospitality career paths.
- A collaborative work environment where your creative ideas can come to fruition.
- Amazing employee discounts on hotels and dining across our entire portfolio (18 hotels and more to come!)
- Hands-on training with a nimble team.
Palisociety is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. Palisociety does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws.
Privacy Notice:
For information on the California Consumer Privacy Act of 2018 (“CCPA”), California Privacy Rights Act of 2020 (“CPRA”), and other California privacy laws, please go to the Palisociety Careers page at www.palisociety.com and www.arrivehotels.com to view the notice.
For more information, visit www.palisociety.com or follow @palisociety
For more information, visit lepetitpali.com or follow @lepetitpali
For more information, visit www.arrivehotels.com or follow @arrivehotels
We are an E-Verify Employer/Somos un empleador de E-Verify.
REQUIREMENTS
- Minimum of 7 years of experience as a Senior leader in operations in a full-service hotel company required.
- Aptitude in financial management, financial reports and analysis.
- Computer proficiency, including Windows, Outlook, Word and Excel.
MORE ABOUT US:
Palisociety is a fully integrated hospitality company that develops and operates unique hotels and residences across the country. In addition to our independent collection of hotels, we also operate Palihouses, Palihotels, and ARRIVE by Palisociety. We strive to delight and inspire our guests and local community by creating one-of-a-kind neighborhood-centric places filled with interesting people, friendly staff, and trusty service.
We’re a family business founded in Los Angeles by CEO Avi Brosh in 1998. As we continue to grow and develop new hotels and restaurants, we’re always looking for spirited, hardworking, passionate people that can join our team and grow with us!