Brand Operations Manager

Our hotels are inspired and wired, our restaurants and bars seasonal and creative. We can't wait to show you what #KimptonLove is all about.

Primary objectives of this position will be to evolve the Guest Experience to the next level. Assist with Operational Brand Standards, Service Standards and Programs to ensure consistency throughout the Brand. Responsible for field implementation of all programs / campaigns and maintaining a strong relationship with all marketing departments. Delivery of the promise and expectation of our guests, employees and owners. There is a reasonable amount of field interaction, collaboration and coordination to support the operational teams as well as travel with this position.

**Innovative** * Partner with Marketing Team to evolve Guest Experience to the next level * Use Marketing and Guest data to improve Operational delivery * Trend Spotting and Analyze Guest Behavior and Travel Habits * Recognize and Anticipate Change **Delivering on the Promise** * Deliver consistency throughout the experience * Coordination of Operations and Processes liaising with RVP's and KIT and Marketing * Build support team and network * Align business metrics and business processes with the Guest Experience * Guest Loyalty Operations connection and field execution processes * Preferences, Amenities and Stay Satisfaction to deliver on our commitment * Implementation of all programs and campaigns from Marketing to Field Operations **Programs and Standards** * Oversee Operational Brand Standards and Service Standards * Oversee Operational Programs and processes for operational implementation * Bikes, Pet, Kids, Goldfish, etc * Brand-wide Operational Contract Management (Partnered with Facilities Ops) * Sharing and training Overall Guest Satisfaction best practices and processes **Openings and Transitions** * Oversee Brand Operation / Guest Experience tactical operations with Opening / Transition Teams to optimize exceptional openings that represent the Kimpton brand * Hotel and Restaurant Operations liaisons via Regional Leadership teams * Partner with Facilities Ops on property setup, delivery and training staff **Continuous Improvement and Training** * Support Property Teams to represent the Kimpton brand * Support and oversee all aspects of post-openings. transitions and acquisitions follow-up * Develop a comprehensive strategy to implement the new Guest Experiences * Equip employees with the knowledge, skills and tools to deliver Operational Excellence * Use Guest, Employee and Owner feedback to maintain and continuously enhance the Guest Experience

**Specific experience we're seeking:** * Must have excellent communications skills * Must have strong knowledge of all Hotel operational departments (Restaurant ops helpful) * Must have the knowledge of and the ability to apply work with basic marketing operating strategies such as branding, media planning, communication strategies, public relations strategies, social media and other forms of marketing promotions and teams * Must be proficient in writing & developing training materials, public speaking, and motivating large groups as well as good training skills and experience * Must have solid understanding of financial management, labor relations, and owner relations * Must be detail oriented with excellent problem solving skills * Must be a quick learner, self leader with initiative, highly flexible and comfortable in a constantly changing environment * Must be able to travel (extensively at times) To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. **Education and/or Experience:** * Prior experience required. Depending on the role degree may be required. **Language Skills:** * Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism. **Physical Demands:** * While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, or telephone. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 50 pounds.