REGIONAL DIRECTOR OF HOSPITALITY

Job Summary

The Regional Director of Hospitality has overall responsibility for, including but not limited to: Conference, Reservations and Reception Services across all firm locations. This role overseas the lobby reception, central reservation’s function and directs the planning and execution of client center and conference operations, ensuring alignment with the Firm’s service standards and business objectives. The Regional Director is accountable for driving operational excellence, maximizing space utilization, and fostering a culture of hospitality where every client and guest experience reflects the Firm’s commitment to superior service.

Key Responsibilities:

Operational:

• Provide strategic leadership and direction for Conference, Reservations, and Reception Services across all Firm locations.
• Lead, mentor, and develop staff to foster a culture of professionalism, accountability and exceptional service.
• Drive operational excellence in conference and client center planning, execution, and service delivery.
• Work with the client to ensure that goals and expectations are fully understood and then communicating such expectations to the staff and incorporating them into all aspects of the operation.
• Maintain and monitor key performance indicators (KPIs) to measure service quality, and client satisfaction, implementing improvements where needed.
• Ensuring that appropriate standard operating procedures are in place for all functions and that these procedures are modified as changes occur, or new responsibilities are assumed.
• Leverage data and reporting tools to analyze utilization trends and implement continuous improvements.
• Provide oversight and strategic guidance for event planning, ensuring flawless execution of high-profile meetings, conferences, and client engagements that reflect the Firm’s brand and service standard.
• Ensuring that current policies, procedures and guidelines are being followed by associates throughout all locations.
• Establishing and maintaining excellent working relationships with key internal departments, as well as with external purveyors and contractors supporting the Firm at the relevant locations.
• Conducting weekly staff meetings, focusing on enhanced communications, departmental effectiveness and customer satisfaction.
• Conducting quarterly operations reviews with the client.
• Managing the FLIK Quality Assurance process within the three areas of responsibility (Reception, Reservations, and Conference Planning).
• Maintaining a constant relationship and communication channel with the FLIK International corporate office and support team.
• Remain at the forefront of industry trends; suggest creative ideas to improve on space innovation and guest experience.

Human Resources:

• Managing all human resources functions related to FLIK associates, including the recruiting, hiring, initial training and ongoing professional development of staff members.
• The teaching and implementation of FLIK Platinum Service® principles within the Conference Planning, Reservations and Reception functions.                                                                                                                                                                                                                 
• Carrying out and/or overseeing the implementation of necessary administrative duties such as scheduling, payroll, etc.

Budgeting/Billing:

• Managing all financial aspects of the Conference Planning, Reservations and Reception functions, ensuring accurate and timely reporting.
• Continually monitoring payroll and other expenses, ensuring that they are in line with budget and with forecasted levels of business.
• Following established guidelines for obtaining proper approvals and providing accurate and timely explanations/documentation for any expenditure of company funds.

Business Continuity Planning

• Create, maintain and execute (when necessary) a plan to address a disruption in service.
• Review the plan with GS account managers yearly.

Key Competencies:

• Minimum of five years of supervisory experience.
• Excellent organizational and administrative skills, with the ability to prioritize tasks.  Ability to carry out responsibilities with little supervision, as well as juggle many tasks simultaneously.
• Ability to interact with clients in a professional and pleasant manner, on a daily basis.
• Ability to manage and mentor a diverse work force, providing associates with ongoing training and other opportunities for career development.
• Knowledge of financial reporting and experience with financial/statistical analysis.
• Excellent oral and written communication skills.
• Strong computer skills and knowledge of office technology/equipment.
• Familiarity with conference room reservation/space management systems.
• Punctual, dependable and dedicated to achieving operational excellence, down to the smallest of details.
• Discreet, ethical and committed to maintaining a high degree of confidentiality.
• A passion for delivering the Platinum Service® Standard, so as to provide transformational service in hospitality.
• A consistently professional approach, including a strong sense of self- respect and integrity, as well as respect for and interest in others.  Being clearly vested in one’s career.
• Extensive knowledge in event and space management with focus on event logistics and execution.
• Ability to think strategically in terms of both short-term and long-term objectives and challenges.