Operations Support Careers


Regional Director of Hotel Operations (Europe | Middle East | Africa)

Location: London Home Office

Description

This position is responsible for the financial results of HRI managed properties and brand execution of both managed and licensed properties in EMEA. The Regional Director of Operations supervises the General Managers of the HRI managed properties in his/her region. He/she acts as a liaison between the Corporate Support Center and regional franchised and licensed properties, positively and professionally representing the brand in interactions with property management, owners and investors.

Functions

BUSINESS RESULTS

  • Accountable for positive P&L results, increasing sales and profits (managed locations)
  • Develop and execute business plans for the regions (managed locations)
  • Monitor the performance of hotels and make recommendations to correct any deficient issues.  Set and monitor success metrics.
  • Work within budgets and drive programs to maximize return on investments.
  • Build business/market share by thinking of new ways to promote company and by participating in events to increase sales and profits.
  • Coordinate on-going research of the industry to detect market trends and related information for development of new strategies.  Make reasonable recommendations to improve potential from various markets.

 

LEADERSHIP & EXECUTION

  • Develop and maintain a structurally efficient organization; selects, develops, motivates and evaluates subordinates to foster a result oriented environment and business leaders (managed locations)
  • Oversee and support sales and marketing activities, and facilitates training initiatives within the assigned region.  Assess hotels in execution of brand programs and review Quality Assurance Program results for opportunities.
  • Participate in the recruitment and interviewing of pre-opening and replacement management staff to ensure individuals selected for hire can deliver Hard Rock experience.
  • Conduct meetings with partners to communicate programs, implement new products and procedures and discuss areas of opportunity.
  • Drive compliance and understanding of the brand identity.  Lead all hotel/casino brand stakeholders to conform to brand strategy, vision and tools. Recommend strategic direction for brand identity, positioning, image and marketing campaigns within the market.
  • Communicate constantly with corporate team to roll out and provide feedback on brand initiatives
  • Participate in scheduled status calls.
  • Monitor competitive set activities to properly adjust execution based on environment
  • Develop and maintain positive relationships with in the business and social community.
  • Operate ethically to protect the Hard Rock brand. Utilize programs designed to help Save the Planet.
  • Present a professional image to employees, guests, clients, owners and investors.
  • Execute social media communications and ensure consistency with brand voice.

 

GUEST ENGAGEMENT

  • Evaluate and adjust the overall guest experience based on interaction with guests, industry trends, corporate initiatives and quality assurance metrics.
  • Monitor the hotel retail image within each property to assure that the line of products being offered are displayed in a professional merchandising fashion.
  • Ensure leased operations are in ‘sync’ with hotel/casino vibe.  Ensure leased operation staff is trained in accordance with brand standards.
  • Act with guests in mind
  • Leverage local music programs and other partnerships to enhance brand impressions in key markets.
  • Attend client functions and designated events to provide support, ensure guest satisfaction and promote future business.
  • Demonstrate a passion for the hospitality business by actively participating in the innovation and improvements for the guest experience.

 

EMPLOYEE ENGAGEMENT

  • Work with corporate support center and property Human Resources staff to adapt Hard Rock programs to local culture, ensuring the essence of the brand is not lost in translation.  Review translated materials for same.
  • Serve as liaison between Corporate Support Center, Developers/Owners and Property Team.
  • Create a positive environment in which all employees have the ability to maximize their potential.
  • Coordinate operations between departments.
  • Work as a team, helping all employees to complete the required activities that ensure we blow away expectations.

 

LEARNING & APPLYING EXPERTISE

  • Coordinate the approval of brand creative, tactics, communications, promotional pieces, and brand collateral across key touch points including internet, email, and direct mail marketing.  Coordinate and communicate to ensure creative is effective and appropriate and ensure dissemination of information to relevant parties across organization, field organization, and hotel/casino properties.
  • Analyze competitive activities and help create appropriate action plans.  Monitor local, regional, and global brand competitive performance for RevPAR, room nights, market share, and ADR to help drive competitive strategies and tactics.
  • Monitor, analyze and provide feedback on key financial performance indicators for hotels and casinos.
  • Fully understand legal documents relating to properties within the region.
  • Listen to comments, criticisms, and feedback from guests and GM’s to gain an understanding of strengths and opportunities to improve personal/property performance.
  • Make good decisions based upon a mixture of analysis, wisdom, experiences and judgment.

 

This job description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.

 

 Competencies

  • Deliver Results
  • Business Acumen
  • Organizational Agility
  • Action Oriented
  • Managing Vision & Purpose
  • Confronting Direct Reports
  • Composure
  • Priority Setting
  • Customer Focus
  • Decision Quality
  • Integrity & Trust
  • Building Effective Teams
  • Functional/Technical Skills
  • Developing Direct Reports

 

MINIMUM REQUIRMENTS

  1. Any combination of education and experience equivalent to graduation from a college/university or any other combination of education, training or experience that provides knowledge, skills and abilities.
  2. 10-15 years minimum experience at hotels supervisor and management level , preferably with an international brand and Regional/multi-property responsibility a plus, GM experience a must
  3. Experience in property openings, preferably both new built and conversion
  4. Knowledge of EMEA hospitality industry, preferably worked in multiple markets including UK, Middle East & Western Europe for some time.  Understanding of local cultures in region of operation.
  5. Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
  6. Critical thinker and decision-maker.
  7. Technology savvy.  Strong command of various software applications – especially Microsoft Office (Word, Excel, PowerPoint).
  8. Strong organizational skills.
  9. Ability to form strong relationships with Hard Rock employees, partners, owners and outside organizations.
  10. High energy individual with effective and influential people skills.
  11. Understanding of lifestyle hotel products and guest services.
  12. Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.

 

LANGUAGE SKILLS

  1. Must possess strong communication and listening skills, excellent speaking, reading and writing.
  2. Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
  3. Ability to effectively pitch and present information in one-on-one and group situations to media, customers, clients, partners and other employees of the organization.
  4. Multiple language abilities a plus, fluency in English required.

 

PHYSICAL DEMANDS

  1. Ability to move throughout the hotels/casinos (standing, walking, kneeling, and bending) for extended periods of time.
  2. Ability to sit for extended periods of time.
  3. Ability to make repeating movements of the arms, hands, and wrists.
  4. Ability to express or exchange ideas verbally and perceive sound by ear.
  5. Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
  6. Ability to occasionally move objects (lift, push, pull, balance, carry) up to 10 pounds.
  7. Ability to turn or twist body parts in a circular motion.
  8. Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.




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