Regional Director Of Operations - Northern New England

Pay Grade: 17 | Reports To: RVP

About the Role

With people as our core and a deep commitment to exceptional hospitality, CCL Hospitality Group has a philosophy rooted in caring for the individuals who care for our guests. Our most significant competitive advantage is our team members. We constantly strive to strengthen our service culture. Every team member knows they matter and owns a stake in our success, delivering hospitality excellence. With four distinct operating companies – Morrison Living, Unidine, Coreworks, and The Hub – we are shaping the industry’s future leaders with a culture of service focused on elevated hospitality for community living across the country.

As the Regional Director of Operations, you will be responsible for the overall operation, growth, and profitability of the Northern New England region. You will provide the vision and strategic leadership to drive resident and client satisfaction through the delivery of best-in-class dining and hospitality experiences. In this hands-on leadership role, you must have the ability to travel to regional communities to provide ongoing training and support to unit food and beverage leadership teams, quality assurance, and to identify areas of opportunity.

Responsibilities

• Provide overall operation, growth, and profitability leadership for the region.
• Balance company goals and regulatory agency requirements with individual client objectives to create personalized programs that meet resident needs.
• Conduct quarterly business reviews with clients to ensure community objectives are met, communicate industry trends, and gather critical feedback.
• Actively participate in food service-related committees and special events within assigned communities to demonstrate the company’s team approach and commitment.
• Develop priority-focused consultation agendas in advance of visits and ensure community staff have ample opportunity to attend.
• Drive guest satisfaction by maintaining product and service quality standards through periodic property inspections, training programs, and corrective actions.
• Review resident surveys for service concerns and collaborate with Executive Directors and the Director of Dining Services to address and resolve issues.
• Understand and leverage company support teams and systems to meet region Key Performance Indicators (KPIs).
• Collaborate with department heads, executive chefs, restaurant managers, and other team members to create innovative menus and dining concepts that exceed guest expectations.
• Ensure responsible financial management of assigned communities, including developing annual budgets, monitoring financial reports, and implementing policies to meet budgetary goals.
• Complete all daily, weekly, or monthly reports as outlined in corporate policy and procedures on a timely basis.
• Participate in the sales process by assisting with contract negotiations and leading new opening services for business transitions.
• Collaborate with the marketing team to develop and implement promotional initiatives, special events, and marketing campaigns to drive revenue and enhance resident experiences.
• Coach and support operations teams to effectively manage wages and controllable expenses.
• Provide vision, strategy, and tools to all team members to successfully execute community dining programs and exceed resident and client satisfaction.
• Motivate, develop, and manage a diverse team, providing both positive and negative feedback and implementing training programs as needed.
• Recruit, train, mentor, and motivate a high-performing team of food and beverage professionals, fostering a culture of excellence and teamwork.
• Utilize an “open door policy” to solicit employee feedback and address team member problems or concerns.
• Plans and directs the operation of assigned accounts in support of Key Performance Indicators.
• Develops common direction for the team, sets priorities, and ensures clarity of strategy.
• Develops, recommends, and implements regional policies and procedures to maximize income from existing accounts.
• Supports the development and implementation of clinical and patient service programs that meet client needs and regulatory requirements.
• Monitors financial reports to ensure budgetary compliance with regional and corporate goals.
• Develops and motivates an effective management and clinical staff to achieve regional and corporate goals.
• Interfaces with existing clients to maintain satisfaction and account retention.
• Resolves elevated client, patient, customer, or employee-related complaints.
• Conducts annual and semi-annual performance evaluations.
• Projects and practices consistent ownership attributes, providing a high level of customer service at all points of contact.
• Participates in Patient Visitation rounds with the account management team during each site visit, ensuring compliance with company policies.
• Trains, motivates, and develops management personnel to achieve high morale and efficient use of human resources.

Requirements

• Bachelor’s degree in business, healthcare, or a related field, or equivalent comparable experience.
• Confirmed ability to manage a team of six or more manager-level team members.
• Minimum of two years’ experience in multi-unit management with a focus on food services.
• Strong track record of driving customer satisfaction.
• Proven ability to work effectively in an unstructured, fast-paced, and P&L-driven environment.
• Demonstrated ability to mentor and develop team members.
• Excellent written and verbal communication skills.
• Experience with multi-unit foodservice management with a combined managed volume of $3 million or greater.
• Flexibility to travel between communities within the region.

Pay

Salary: $130,000 - $140,000

Other Forms of Compensation: 35% Bonus Eligible

Benefits

• Medical, Dental, and Vision Insurance
• Life Insurance / AD&D
• Disability Insurance
• Retirement Plan
• Flexible Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave
• Eligibility for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws.