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.
• 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.
• Develop and implement annual budgets in partnership with the leadership team, monitor financial reports, and ensure budgetary compliance.
• Complete all daily, weekly, or monthly reports as outlined in corporate policy and procedures.
• Participate in the sales process, including contract negotiations and leading new opening services for business transitions.
• Collaborate with the marketing team to develop promotional initiatives, special events, and marketing campaigns to drive revenue and enhance resident experiences.
• Coach and support the operations team to effectively manage wages and controllable expenses.
• Recruit, train, mentor, and motivate a high-performing team of food and beverage professionals, fostering a culture of excellence and teamwork.
• Provide ongoing training and support to unit leadership teams through onsite and virtual meetings, one-on-one coaching, and feedback.
• Utilize an “open door policy” to solicit employee feedback and address team member concerns.
• Plans and directs the operation of assigned accounts in support of Key Performance Indicators.
• Develops common direction, priorities, and strategy for the team, ensuring clarity and alignment.
• 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.
• 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.
• Participates in patient visitation rounds 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

• Strong background in food and beverage management.
• Exceptional financial management skills.
• Proven ability to build and lead diverse teams.
• Passion for delivering outstanding resident experiences.
• Strong problem-solving and decision-making skills, with the ability to handle multiple priorities in a fast-paced, multi-site environment.
• Flexibility to travel between communities within the region.

Qualifications

• Bachelor’s degree in business, healthcare, or a related field, or equivalent comparable experience.
• Minimum of two years’ experience in multi-unit management with a focus on food services.
• Confirmed ability to manage a team of six or more manager-level team members.
• 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 (preferred).

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