Regional Operations Manager - InTown Suites

InTown Suites is one of America’s largest wholly-owned economy extended stay hotel brands with 196 properties in 22 states. Since 1989, this extended stay brand has experienced high occupancy rates, leading to sustained growth and stability for its employees, even during economic downturns. InTown and Uptown Suites are proud to provide our employees with a culture that embraces and is committed to building a diverse, equitable, and inclusive workforce. Come join our 1,400 (and growing) team members!

Our Mission: To make every guest's stay memorable with small gestures that make a big difference.

Our Vision: To be the #1 choice for affordable extended stay living.

Description

The Regional Operations Manager is responsible for a group of properties within a market. He/She is the primary representative of the company in the market and is responsible for all aspects of operations within the market, including; financial performance, property maintenance, safety, staffing, training, guest and employee satisfaction, and management of General/Floating Managers and Regional Maintenance Technicians. Interaction at all staff levels is required to monitor corporate policy and procedure adherence, evaluate quality standards, and maintain guest satisfaction.

*Position's home base can be Indianapolis, Chicago, or St. Louis.

I. Position Responsibilities: Essential

• Understand and demonstrate the ability to train a team within their assigned region/markets to maintain brand-specific operating standards on exterior/ interior cleanliness and property upkeep.
• Lead a team of GMs, MMTs, and Floating GMs to ensure high employee and guest satisfaction scores.
• Interview, hire, and train candidates. Responsible for training, development, and support of staff in all areas of the operation.
• Ensure high levels of communication are maintained, both with the corporate office and all team members.
• Fully understand Quality Assurance expectations and perform a minimum of two QA inspections per quarter.
• Ensure compliance and maintain operational standards in designated region/market.
• Ensure Look Book standards are followed at all properties.
• Post renovation (exteriors, lighting, and guestrooms) property is maintained to similar standards. Ensure post-renovation pictures are taken and kept in the office for staff to have clarity on property upkeep expectations.
• Monitor weekly/monthly staffing and scheduling requirements, while ensuring quality and labor expense goals are achieved.
• Lead by example to ensure excellent guest and employee satisfaction. Live our Mission, Vision, and Values.
• Understand and coach managers on guest exit surveys.
• Identify and manage repair and maintenance issues.
• Identify capital expenditure needs and make recommendations for improvement.
• Assist in the management of capital expenditure budgets and projects.
• Manage safety, security, and/or violations of policy within assigned region/market.
• Manage guest concerns.
• Demonstrate the ability to drive performance throughout the market, maximizing Revenue and EBITDA.
• Fully understand financial budgets and actual P&L’s, with the ability to train managers on each line item. Constantly be aware of each property’s performance.
• Assist in the preparation of annual budgets.
• Ensure General Managers within assigned region/market follow their Daily Action Plan.
• Monitor competitors for each property and recommend pricing decisions.
• Drive sales through sales calls and other local marketing, while working closely with the sales team.
• Develop and maintain positive relationships with all governmental authorities.
• Ensure the Daily Exceptions Report is closely monitored.
• Any indications of fraud, risk, or safety issues are quickly brought to management’s attention.

II. Essential Skills/Credentials/Experience/Education

• High School Diploma, an equivalent combination of education and experience.
• Minimum of 3 to 5 years experience in a management or leadership role.
• Ability to delegate and work on multiple projects simultaneously.
• Ability to examine work for exactness and conformance with company policies and procedures.
• Basic to intermediate level proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Excellent written and verbal communication skills, time management, and multi-tasking skills.
• Ability to communicate effectively, both written and verbal.
• Confident self-starter who requires minimal supervision, is comfortable with ambiguity, and is very adaptable.
• Ability to attend meetings as required.
• Valid driver’s license, current auto insurance, and access to reliable transportation.

III. Preferred Skills/Credentials/Experience/Education

• Must have a minimum of 3 years of multi-unit hospitality experience
• Bachelor’s Degree in Hospitality Management, Management, or other related field.
• Experience working within the hospitality, restaurant, or retail industry.
• Experience working with property management systems

IV. Mental and Physical Demands

Work Environment:

• Occasional exposure to extreme conditions at property locations; noise level in the work environment/job sites can be loud.

Physical Demands:

• This position regularly requires talking, hearing; standing, walking, sitting, kneeling, bending, stooping, crouching, or crawling; manual dexterity; reaching with hands and arms; occasional lifting and/or moving up to 50 pounds.

Travel Demands:

• Must be able to travel with short notice given. Approximately 50 – 80 % overnight travel required; flying and/or driving to properties located across the US.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment nor does it alter your at-will employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.