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Regional Director of Operations

Des Moines, IA, USA | Leading Hospitality, Travel, & Leisure Company

  • Industry:
    Hospitality, Travel, & Leisure
  • Position Type:
    Full-Time
  • Functions:
    Operations / Production
  • Experience:
    5-7 years
Job Description:
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The Regional Director of Operations is responsible for the leadership, strategic planning and execution of the day-to-day operations for Leading Hospitality, Travel, & Leisure Company, Inc. continuing care retirement communities (CCRC) within the assigned region. The Regional Director of Operations will develop and deliver best practices to ensure achievement of all business goals for assigned communities. In addition, both resident and team member engagement surveys will remain above industry standards and provide a great place to live and a great place to work for Lifespace residents and team members. 

A few other details about the role:

General Leadership

Direct, lead and supervise assigned executive directors on operational process improvement and quality assurance in all facets of community operations.

Develop and implement standard operating procedures (SOP’s) to improve processes and resources to accommodate the growth objectives of Lifespace.

Support the initiatives of the president and senior vice president of operations and achieve operational objectives.

Develop and manage corporate wide program services and systems.

Serve as a leader and program contributor to the Living Lifespace culture program.

Conduct regional operational meetings and will be an active participant in the executive leadership team meetings.

Provide direction to executive directors for developing annual operational budgets and monitoring the critical financial, business and service deliverables on a daily basis.

Support the executive director’s annual strategic planning sessions.

Ensure each community attracts, recruits, hires, develops and retains key leadership and management teams throughout the region.

Communicate performance standards to executive directors and conducts regular performance assessments by establishing clear goals and expectations and utilizing strong performance standards, learning and development opportunities, and programs that reward high performance.

Evaluate community’s team member engagement surveys to measure and drive consistent improvements to ensure that Lifespace is a great place work and provide guidance and direction on key improvement opportunities.

Coach and direct team development to foster leadership and professional growth for the leadership team and the respective team members.

Develop positive professional relationship with residents, resident family members, team members, professional organizations, community groups, and other appropriate entities.

Lead conflict resolution where appropriate and continue to build positive resident relations for the company and create support for the activities and programs of the home office.

Maintain and cultivate a positive relationship with residents through regular individual and group interaction.

Evaluate each regional community’s assets and recommend and participate in strategic planning to develop master plan capital investments and refurbishments necessary to meet current and future standards.

Represent Lifespace in a professional manner consistent with the philosophy and code of conduct set forth for the organization.

Evaluate regional community resident engagement surveys to ensure resident engagement is at the highest level and consistently exceed industry benchmarks. Use survey data to design and lead continuous improvement opportunities while continuously considering on-going resident feedback to confirm and adopt best practices for Lifespace.

Ensure compliance with Lifespace operating standards and establish plans with the executive directors to maintain high levels of consistent compliance.

Ensure compliance with state and federal regulations and establish plans to minimize and correct survey deficiencies.

Enforce reporting and corporate compliance hotline initiatives and identifying trends and action plans to address any trends.

Financial Leadership

Review, manage and direct corrective actions for regional communities as necessary to pull performance or budget variance back in line with goals and expectations.

Provide direction to executive director in the preparation of the community’s annual operating budget as directed and in collaboration with the senior vice president of operations.

Monitor financial, occupancy and operational reports for each regional community as required. Provide analysis of trends with root cause issues and is responsible for ensuring effective resources and plans are in place to ensure communities are meeting their long-range goals.

Health Center Leadership

Direct and evaluate regional community’s health center strategic business plans that drive revenue growth and exceed quality of care standards.

Maintain current knowledge and ensure compliance with applicable licensing requirements, laws and regulations for each regional community.

Support the executive directors and collaborate as necessary for accurate reporting on a routine basis including annual integrity visits, quality of care dashboards and work in collaboration with the regional director of health services to ensure current and future standards continue to exceed benchmarks.

Demonstrate and support resident centered initiatives throughout the health center to continue history of clinical excellence through empowered and engaged leaders and team members.

Maintain accountability of each executive director, monitor health center census goals, analyze trends, clinical outcomes, and survey date and quality of care and positive financial outcomes.

Sales Leadership

In collaboration with the regional director of sales and marketing and vice president of sales, ensures aligned executive directors and their respective sales team has clear expectations for monthly and annual sales and occupancy goals.

Assist the executive directors with developing an annual marketing plan to determine annual sales goals, in collaboration with the local director of sales.

Assist the executive directors with the development of the community’s marketing plan in collaboration with the local director of sales, regional director and vice president of sales.

Recommend modifications to the regional community’s residency and miscellaneous marketing agreements, marketing policies, pricing and sales discounts, with the support of the local director of sales and marketing, regional director and vice president of sales and marketing.

Work with the executive director to manage and hold the local director of and local sales team accountable for both the annual performance goals and overall census goals for the community.

Comply with applicable federal, state and local laws, rules, and regulations; maintains knowledge of and follows all company policies and procedures.

Obtain knowledge and demonstrate the principles of Living Lifespace, person-directed care and successful aging philosophies and their inherent core values of commitment, respect, compassion, dedication, teamwork and quality. Team member will support, actively participate and act in accordance with the principles of the Living Lifespace culture and be familiar with and fluent in the language and service pillars of Living Lifespace.

Maintain regular and punctual attendance at work and meetings.

And here’s what you need to apply:

Bachelor’s degree in business, health care, gerontology, hotel/restaurant management or a closely related area. Master’s degree or an equivalent number of years of experience in a regional role.

Must meet one of the three following qualifications:

Five years of proven experience in a regional operations leadership role within a multi-site organization within the senior housing industry

Leadership and proven successful experience in mergers and acquisitions

Ten years of combined experience as an executive director and administrator within a CCRC or Lifecare community.

Ten years of progressive leadership including regional management within the hospitality industry to include but not limited to hotel or resort management and two (2) years of successful experience as an executive director within Lifespace or a similar CCRC environment.

Licensed or ability to become a licensed health center administrator.

Proven experience leading and developing executive leaders.

Demonstrated skills and knowledge designing and executing strategy and goals to increase both independent living and health center census are highly preferred.

Strong background and history of success in operational and financial management with proven success creating and executing strategies and plans that will increase overall business performance, census and positive business outcomes.

Demonstrated success communicating verbally and in writing, with strong presentation skills for audiences at all levels in both small and large groups.

Confidence and success communicating verbally and in writing, with strong presentation skills for audiences at all levels in both small and large groups.

Success leading strategic projects with positive business outcomes is required.

A broad understanding of federal, state and local laws and guidelines related to the operation and management within a long term care or continuing care retirement community is highly preferred.

Ability to lead and direct the leadership to effectively supervise team members and work collaboratively in an organization or community that is considered a best place to work.

Ability to work effectively and diplomatically with a variety of audiences; to include residents, resident family members, community groups and organizations, government agencies, peers, direct reports, team members and senior leadership.

Must be bondable and pass required background investigation to confirm eligibility to work with dependent adults.

A knowledge of and special sensitivity and desire to exceed the needs and lifestyle requirements for seniors.

Computer knowledge and skills, including Microsoft Office Products that include high proficiency in Microsoft Word, Excel and PowerPoint.


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