Job description
Compensation Type: Yearly Highgate Hotels:
Highgate Corporate Offices Irving, TX Overview:
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.
Location:
Highgate Corporate Offices Irving, TX
The Director of Global Brands Performance is responsible for monitoring and ensuring the quality of overall hotels’ performance withing global brand partners. He/she will be responsible for performance improvement through action planning to maximize hotel results and achieve premium quality and service levels compliant with brand requirements.
Responsibilities:
- Conduct property visits throughout the year to create and assess strategic business plans, operations initiatives, and brand compliance at individual hotels (pre-opening and operating) to reflect performance gains, enhanced guest satisfaction and increased compliance across brands.
- Monitor trends associated with service levels/guest complains.
- Frequently engage with underperforming hotels’ General Managers and above property leaders to communicate regarding training issues or other areas of concern.
- Effectively cultivate brand relationships focusing on overall improvement of hotels and company standing within brands.
- Monitor brand Quality Assurance Reports and assist properties in implementing corrective action plans accordingly.
- Establish a portfolio review process for management company and owner groups to ensure performance alignment and track results.
- Develop future managers for advancement.
- Measure success by reducing underperforming hotels in metrics related to brand guest service scores and brand quality assurance scores.
- Recommend and support PIP process.
- At least 4 years of progressive experience in a hotel or a related industry; or a 4-year college degree and at least 1 year of related experience; or a 2-year college degree and 3 or more years of related experience.
- Previous supervisory and operations responsibility required.
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
- Attend all required meetings and trainings.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by the business needs.
- Maintain high standards of personal appearance and grooming.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
- Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to maintain confidentiality of information.
- Must be fluent in Microsoft Office.
- Must have superior time management and follow through skills.
- Perform other duties as requested by management.
- Demonstrate knowledge and expertise with Marriott, Hilton, IHG, Choice, Wyndham brands.
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