Regional Director of Operations | East Region - Based in Austin

REGIONAL DIRECTOR OF OPERATIONS | EAST REGION - BASED IN AUSTIN

POSITION PROFILE

The Regional Director of Operations (RDO) for the East Region will be based in Austin and will be 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 and support the following Hotels: ARRIVE Memphis, ARRIVE Wilmington, ARRIVE Austin, ARRIVE Albuquerque, and Palihouse Hyde Park Village. Additional locations may be added under the same scope of responsibility. This role will travel extensively. The RDO will also work synergistically with the overall Corporate leadership team (including F&B leadership, Sales & Marketing, Revenue Management, Accounting, and Human Resources leadership) to uphold our unique corporate culture, product, and brands.

This job description is not intended to include all duties or qualifications that may be required now or in the future. Other duties may be assigned as needed.

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 members 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 (Hotel, F&B) 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, F&B, Engineering, and Operations related manuals; collaborate with F&B Corporate leadership team on F&B manuals.
• Create and roll out new, or updated, SOPs as required across all disciplines.
• 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 Meetings and other monthly meetings as well as weekly meetings with General Managers and Hotel Managers.
• Collaborate with the Corporate Human Resources team on employee matters.
• Attend property department meetings and safety meetings.
• Ensure all property Safety Committee meetings are occurring regularly and that all OSHA laws and regulations are in place.
• Understand all labor laws for each market and ensure adherence to such.

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 handle guest problems and complaints.
• Ensure responses to guest reviews occur within the company deadlines.
• Stay visible and interface 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, ensuring all properties meet a minimum rating of 4.0+ on all channels.
• Be actively engaged in all aspects of guest satisfaction.
• Develop action plans for properties not meeting all guest review channel goals.
• Drive monthly guest experience meetings with managers.
• Report results on regular calls with Palisociety leadership as well as Ownership groups.

Property Maintenance & Housekeeping

• Monitor condition of properties, cleanliness, styling, cost control, quality of product and service throughout portfolio.
• Ensure the properties are well maintained and meet all styling standards at all times.
• Conduct weekly/monthly recorded walkthroughs of properties with the property teams; submit follow-up on results with all corrective actions taken to address issues.
• Conduct quarterly scored Property Standards Inspections (PSI) with the property leadership team; responsible for all corrective actions and proper follow-up.
• Ensure quality of furniture, fixtures, and other items on-property are up to property standards.
• Supervise the preventative maintenance and annual cleaning programs.
• Ensure all properties are properly and regularly using Optii.
• Obtain quotes and resolve repair needs on an ongoing basis.
• Manage relationships with suppliers and purveyors.
• Work with Palisociety design team to facilitate ongoing FF&E and Capex projects and requirements; manage all Capex follow-up with the property teams, including obtaining quotes for work, engaging with ownership for approvals, and meeting all deadlines for completion.
• Drive monthly housekeeping and maintenance review meetings.
• Use all SOPs and tools to maintain all cleanliness, styling, and maintenance standards.

Cost Control & Managing Revenue Goals

• Monitor Hotel Operations and F&B performance against budgets.
• Manage property departmental checkbooks monthly.
• Focus on maximizing the financial performance of the departments.
• Coach and support property 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.
• Participate in the annual budget process.
• Submit monthly variance commentaries for each property and report results on ownership calls.

Sales & Marketing & Revenue Management

• 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 to oversee execution, remove any obstacles to success, and assure appropriate resources are available to achieve business results.

Other Tasks

• Work with management teams to develop an operational strategy that is aligned with the Palisociety business strategy and brand standards.
• Demonstrate and communicate key drivers of guest satisfaction for the target customer 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.
• Develop positive owner relationships.
• Assist with hotel pre-opening/opening tasks.
• Cover properties onsite in a task force role or normal coverage as needed.
• Perform other duties, as assigned, to meet business needs.

WHAT WE'RE LOOKING FOR:

• Proven track record in delivering results in a senior level capacity in full service hotels.
• Minimum of 5 years in a full-service hotel General Manager role, multi-property oversight preferred.
• 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, Excel and various AI tools.
• Proven track record of building cohesive teams and facilitating goal achievement.
• Commitment to exceptional on-brand guest service.
• Ability to carry up to 40 lbs.
• Ability to walk, stand, and bend continuously throughout the day.
• Must be able to stand for long periods of time.
• Must be able to travel extensively and for long periods of time if needed.

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.