PALISOCIETY | REGIONAL GENERAL MANAGER | PACIFIC NORTHWEST REGION
Palisociety is looking for an Regional General Manager for the Pacific Northwest Region. The position has the overall responsibility for the daily operations and performance of multiple Rooms Division Departments within Palisociety’s hotels located in San Francisco, Portland & Seattle. The position functions as a hands-on strategic leader of multi-property Operations teams, including Guest Services, Front Office, Housekeeping, and Engineering/Property Maintenance with shared oversight of Food & Beverage.
Properties included in this role:
- Palihotel San Francisco, CA
- Palhotel Seattle, WA
- Hotel Grand Stark – Portland, OR
POSITION PROFILE:
The Regional General Manager 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 Regional GM is expected to meet or exceed productivity standards, taking whatever corrective action necessary to ensure the Palisociety brand standards are maintained. The Regional GM works synergistically with the overall Executive Team (including F&B Director, Sales & Revenue Director, Finance Director, and Human Resources Director) to uphold our unique corporate culture, product and brands. This position reports directly to the Vice President of Hotel Operations.
ESSENTIAL FUNCTIONS:
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 performance management 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 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, Including and not limited to:
- Works with management teams to develop an operational strategy that is aligned with Palisociety’s business strategy and brand standards.
- Demonstrate and communicate key drivers of guest satisfaction for the target customer’s portfolio-wide.
- Champion Palisociety’s service vision for product and service delivery and ensures 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.
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
- Proven track record in delivering results.
- Must be organized
- Strong communication and listening skills, excellent speaking, reading and writing skills.
- Excellent leadership skills with a hands-on, lead-by-example work style.
- Proven track record of building a cohesive teams and facilitating goal achievement.
- Commitment to exceptional on-brand guest service.
- Multi-property leadership experience preferred.
Physical requirements:
- 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
We are an EEOE Employer.
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.
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.
ABOUT PALISOCIETY:
Palisociety is a fully integrated hospitality company that acquires, programs, develops, owns and operates unique hotels and residences across the country under three distinct monikers: Palihouse, Palihotel, ARRIVE by Palisociety and a collection of independently branded properties. We aim to enhance the lives of our guests and the local community, by creating one-of-a-kind neighborhood-centric places filled with interesting people, friendly staff and trusty service.
Palisociety’s four brands feature 13 hotels and 23 restaurants and bars in current operation. Across the portfolio, five additional hotels are under construction and anticipated to open by Spring 2022, along with a development pipeline of 15 properties in discussion/planning phase. Palisociety properties have been featured on Condé Nast Traveler’s 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 @palisociety
For more information, visit www.arrivehotels.com or follow @arrivehotels