Regional Operations Manager

**_With Us You Can_**
- Be independent, creative and free to innovate
- Get premium compensation for the right skills
- Build your dream team
- Embrace agility, forget about micromanagement and old-school hierarchies

**_ Job Summary_**

The Regional Operations Manager will oversee the seamless operation and guest satisfaction from check-in to check-out of all hotels in the Mexico City region. This role is pivotal in ensuring an exceptional guest experience from check-in to check-out while maintaining operational excellence across properties. The Regional Operations Manager will mentor and guide Property Managers, fostering a culture of service, eciency, and continuous improvement.

**_What You Will Do_**

**_ Guest Experience_**
- Ensure that each property delivers exceptional guest experiences that align with the

company’s brand standards.
- Actively monitor guest feedback and implement strategies to address concerns and exceed expectations.
- Collaborate with Property Managers to create and implement initiatives that enhance guest satisfaction.

**_Operations Management_**
- Oversee daily operations of all properties in the region, ensuring smooth coordination between departments.
- Standardize and optimize operational procedures across all hotels to maintain consistency and quality.
- Conduct regular quality control audits to ensure compliance with company policies, safety standards, and local regulations.

**_ Leadership & Team Development_**
- Provide leadership, mentorship, and support to Property Managers, empowering them to achieve operational goals.
- Develop and execute training programs to enhance the skill sets of Property Managers and their teams.
- Act as the bridge between corporate leadership and property-level management.

**_ Performance Monitoring_**
- Analyze key performance indicators (KPIs) across all properties, such as occupancy rates, guest satisfaction scores, and operational costs.
- Collaborate with Property Managers to develop and execute action plans to achieve or

exceed performance and Gross Operating Profit targets.
- Review and approve budgets, stang plans, and operational strategies for each hotel.

**_ Crisis Management_**
- Respond to and manage escalated guest issues or property emergencies in a timely and effective manner.
- Ensure that all properties have contingency plans for emergencies and maintain

compliance with civil protection regulations.

**_
Collaboration_**
- Coordinate with the Sales, Marketing, Experience and Revenue Management teams to

support property-level initiatives and campaigns.
- Collaborate with third-party operators, such as F&B providers or Tour Operators, to ensure service excellence.

**_ Requirements_**
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 5 years of experience in hotel operations management, with at least 2 years in a multi-property role.
- Advanced conversational English communication skills.
- Proven track record of delivering exceptional guest satisfaction and operational eciency.
- Strong leadership skills with experience managing and mentoring teams.
- Excellent problem-solving, communication, and interpersonal skills.
- Proficiency in property management systems (e.g., Guesty, Cloudbeds, Mews) and other hospitality software.
- Familiarity with the Mexico City hospitality market and local regulations.

**_ Technical Skills_**
- Property Management Systems (PMS): Familiarity with leading PMS platforms, integrating their data with other tools for a cohesive strategy. Example: Guesty, Cloubdeds, Opera, Mews or similar.
- CRM Platforms: Experience with Customer Relationship Management software to

understand and predict guest behavior and preferences.
- Channel Management Tools: Expertise in managing various distribution channels, from

OTAs to direct bookings, ensuring price parity and maximum visibility. Examples: Airbnb,

**_
Key Competencies_**
- Service Excellence: Passion for delivering world-class guest experiences.
- Operational Expertise: Ability to manage complex, multi-property operations eciently.
- Leadership: Inspires and guides teams to achieve ambitious goals.
- Analytical Thinking: Utilizes data to drive decisions and improve performance.
- Adaptability: Thrives in a fast-paced, dynamic environment.