Director of Operations and Revenue

We are seeking a seasoned Director of Operations and Revenue to join our team at Courtyard Raleigh Midtown. This dynamic role requires a strategic thinker with excellent leadership skills, a passion for delivering exceptional guest experiences, and a talent for driving revenue growth.

The estimated salary for this position is between $94,000 and $116,000 annually, depending on experience and qualifications.

• Managing Property Operations
  • Ensure service programs are in place and executed against (e.g., Refreshing Business, Service Snapshots, Service So Memorable, etc.).
  • Provide timely, real-time feedback to management and hourly associates on service and operational standards; including feedback on even the smallest of service and operational details.
  • Manage the flow of labor between departments to support effective management of Labor Budget and achievement of profitability goals.
  • Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day.
  • Prepare for QA audits (i.e., daily and pre-visit activities).
  • Review and follows-up on property GSS scores and comments.
  • Act as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.).
  • Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards.
  • Manage the implementation of major brand standards (e.g., HSIA, the Market, TPS A.M. Eats).
  • Delegate responsibilities for operations and projects to appropriate level of associate.
• Managing Food and Beverage Operations
  • Monitor Food and Beverage forecasting and par levels to reduce waste and maximize Food and Beverage profit margins.
  • Provide timely, real-time feedback to management and hourly associates on service and operational standards; including feedback on even the smallest of service and operational details.
  • Establish and leverage local vendor relationships to support food and beverage operational needs.
  • Ensure bar and kitchen meet standards of quality with regard to organization, productivity, sanitation, and inventory management.
  • Conduct periodic compliance audits with Back of House associates to ensure they use job aids (HA checklist open and close, production charts, freezer pull check, Inventory ordering checklist, temp logs, mapping/zoning fridge, org of space, etc.)
  • Provide coaching on operations and troubleshooting of Micros and other technology components within property common areas.
• Managing and Sustaining Sales and Marketing Strategy
  • Work with the Regional Sales office (RSO) to implement sales strategy for the property (e.g., goal setting, setting rates, etc.).
  • Work with Market Sales to establish property sales strategy, goals, and action plans.
  • Identify and champion creative marketing solutions that fit the brand and property needs.
  • Participate in the property sales review (PSR).
  • Manage relationships with decision makers at top accounts.
  • Develop innovative means for capturing new streams of revenue through property amenities.
  • Interact with in-house guests to prospect for new sources of business.
  • Ensure direct sales staff fully utilizes e-tools (e.g., e-proposals, e-mail signatures), as appropriate.
  • Identify key revenue generating stakeholders and customers and communicate information to sales offices.
  • Coach and reinforce associate selling strategies that take advantage of property amenities.
  • Ensure all national and regional marketing programs (e.g., HSIA, etc.) are pulled through to relevant departments.
  • Participate in and host customer recognition events to drive sales.
  • Understand and leverage sales and marketing advantages over competitor properties within market.
  • Monitor sales strategy with RSO to ensure ongoing effectiveness and compliance.
• Managing Profitability
  • Manage on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations.
  • Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and associate engagement data.
  • Update and communicate profit forecasts to associates/managers.
  • Initiate action to support property revenue and profitability goals.
  • Understand how food and beverage product variability can affect profitability.
  • Reviews and signs off on invoices.
  • Reviews Property Distribution Summary (OnDemand) and Purchase Detail Reports; identify, research, and resolve balance issues.
  • Consolidates reports needed for period-end review (e.g., P&L, Accounting Scorecard, Banking Report and Statistics, PACE, credit card fraud report).
  • Reviews property performance on period basis with Regional Director.
  • Ensures compliance with Avendra.
• Maintaining Revenue Management Goals
  • Manage the relationship with the revenue management office (e.g., participate in routine calls, strategy meetings, periodic update meetings, etc.).
  • Reviews and works with appropriate revenue management reports (e.g., Demand Eye Chart, Benchmark Pricing Evaluator, Rate/Value Matrix, Smith Travel Research (STR) reports, etc.).
  • Balances inventory to ensure same-day sellouts.
• Managing and conducting Human Resource activities
  • Lead associates through property changes, and help them transition into new property roles.
  • Understand the performance expectations for all positions within the property (e.g. front desk associate, gourmet attendant, etc).
  • Conduct day to day Human Resource transactions to support needs of the property (e.g., compensation actions, initiation and approval of hiring requisitions, movement of subordinates through phases of performance management cycle).
  • Completes management training (e.g., ConnectU, GM conferences, HR Skills, etc.).
  • Cascades/Delivers training to associates (e.g., Service So Memorable Quarterly Recharge, Service Snapshot, etc.).
  • Facilitates cross training to support associate professional growth and operational excellence.
  • Ensures ongoing development of managers (e.g., one on one coaching, providing stretch assignments, etc.).
  • Monitors local hiring and compensation trends for like positions; ensure that the organization understands any change in fundamentals.
  • Conducts performance review process for associates (including LPP, career plan form, development plans, associate information form, mid-year check-ins, 90-day check ins for new associates, etc.).
  • Supports recruitment efforts from various sourcing channels (e.g., local job fairs, Internet, referrals) to target associates with skill sets (e.g., food and beverage, rooms operations) compatible for operational needs.
  • Actively recruits and hires qualified associates.
• Managing Relationships with Property Stakeholders (e.g., Owner and Above Property)
  • Keeps brand leadership team, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction, and associate engagement.
  • Prepares and presents reports for owners and above property leadership using financial/performance data to show how the Refreshing Business model is affecting property performance.
  • Conducts property critique.
  • Conducts annual business reviews.
  • Participates in ad hoc owner conference calls and respond appropriately to owner requests.
  • Responds to off-property (e.g., regional and owner) requests for sales information (e.g., Market Outlook, STR Report critique, etc.).
• Additional Responsibilities
  • Manages e-mail.
  • Manages daily paper mail.
  • Participates in conference calls (e.g., sales, promotion, Q&A, property performance, etc.).
  • Provides follow-up information to RD and other CFRST managers.
  • Prepares for RD visits (e.g., pulling and consolidating relevant reports).

A comprehensive benefits package is included with this role: Bonus program, Comprehensive health care benefits, 401(k) plan with up to 5% company match, Employee stock purchase plan at 15% discount, Accrued paid time off (including sick leave where applicable), Life insurance, Group disability insurance, Travel discounts, Adoption assistance, Paid parental leave, Health savings account (except for positions based out of or performed in Hawaii), Flexible spending accounts, Tuition assistance, Pre-tax commuter benefits, Other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans.