Regional Manager-Northern California

**REGIONAL MANAGER** JOB DESCRIPTION **Our Purpose** Our purpose was founded in 2005 by pet lovers who couldn't find a suitable place to leave their pets during business trips. What started as a personal quest has grown into the ultimate boarding and daycare resort for dogs and cats. We pride ourselves on providing the highest level of service in the pet care industry. With 15 convenient locations in California, Texas, Illinois, and Colorado, Wag Hotels is the home\-away\-from\-home for spoiled dogs and cats across the US. Wag Hotels provide uncompromising fun, safety, and comfort to pets, as well as, world\-class convenience to their parents. ***Come join our pack!*** **Our Values** *Our People: Passion in Action* * We’re passionate pet lovers\- trained professionals dedicated to growing our careers with Wag Hotels. *Our Culture: Growth with Integrity* * We’re collaborative, inclusive and accountable. We stay curious, proactive, and committed to doing what’s right. *Our Clients: Relationships First* * We build trust with pet parents through strong relationships, consistent services and experiences that enrich pets’ lives. *Guest Care: Excellence Every Time* * We never compromise on safety, care, or cleanliness\- operating with consistency to serve more guests and grow our people. **Position Overview** Regional Managers play a pivotal role in steering the success of their assigned region by overseeing all operational facets. Includes, but not limited to, fostering a positive working environment, achieving company goals and ensuring compliance with company policies and regulations. The RM strategically aligns their region with Wag Hotels broader organizational goals. Their accountability extends to the effective management of provided resources, implementation of processes, and most importantly proactive problem solving to overcome challenges and create opportunities. **Core Responsibilities** **Accountability for Region Success** * Takes ownership and is accountable for the overall success of the region. * Monitors key performance indicators and takes corrective actions as necessary. * Fosters a culture of accountability and continuous improvement. **Problem recognition and resolution** * Proactively identifies challenges and issues within the region. * Addresses problems with a careful, thoughtful, and considerate approach. * Implements effective solutions to mitigate and resolve issues. **Goal Execution** * Drive the implementation of the company's goals and initiatives within their assigned region. * Collaborate with cross\-functional hotel support teams to ensure alignment and successful execution of objectives. * Monitor progress and adjust strategies as need to meet or exceed targets. **Strategic Questioning and Process Improvements** * Evaluate existing strategies and processes within the region. * Understand and provide improvement recommendations surrounding Wag Hotels protocols. * Make recommendations for improvements and implement changes to optimize our processes. **Performance Measurement** * Understand metrics to measure the success of their region's goals and initiatives. * Regularly report on insights and actions to senior management. * Use data\-driven approaches to assess performance and make Informed decisions. **Leadership \& Development** * Helps coach, guide and share expectations with their region's General Managers and leadership teams. * Evaluates the General Managers success, shares on\-going feedback, and delivers bv guiding . * Ensure the General Manager holds their team of leaders accountable to their role and responsibilities. * Works collaboratively with peers and Hotel Support Staff. **Responsibilities** ***Hotel Health:*** * Understands the associated hotel data and reporting. * Works through identifying opportunities and has a clear plan provided to them from the GM on how to improve results. * Completes on\-going hotel walkthroughs during visits, and discusses the results of the walk with the local GM. * Completes on\-going care audits, reviews the results, and defines a plan to improve results. ***Communication:*** * Clear and concise with the expectations and needs of the business with General Managers and Hotel Support. * Does not "do" the work but teaches how to see deliverables through to completion. * Does not hesitate to share concerns related to health, safety and market insights with upper management and hotel support teams. ***Execution:*** * Identifies problems and comes up with solutions that lead to improved efficiencies and results. * Understands when their presence Is needed In any hotel. * Able to handle multi\-unit management and prioritize expectations between hotels in their region. * Upholds high standards, understands and executes on Wag Hotels standards. ***Business Management*** * Knows how to interpret P\&L results ,and the reasons behind the results. If a hotel is under\-\-performing, they should have solid insights Into why that could be. If a hotel is over\-preforming, they should have solid insights Into why they are exceeding expectations. * Works hard to maintain profitability for their region and responsibly manages expenses. ***Customer \& Guest Relations*** * Ensures their region is meeting expectations related to Client Satisfaction Survey Results. Maintains excellent completion on client outreach. Asks questions about what General Managers are hearing and seeks to understand each hotel's customer voice. * Ensures General Managers are hyper vigilant in resolving customer concerns. * Primary contact for escalated customer concerns in their region and ensures the General Manager has guidance in resolving the concern before it reaches them. * Provides guidance to General Manager on urgent guest needs, ensures the General Manager is putting guest care first by execution of systematic processes to catch changes in guest behavior, personality, appetite, elimination \& beyond. * Actively works to understand and respond to client requests and needs. Additionally, dedicates time towards gap management during high occupancy periods. Seeks Information regarding cancellation rate, filling rooms, overbooking, and waitlists. * Ensures their hotels are actively responding to MOD approval requests, illness trackers, and other processes that drive satisfaction and communication with clients. * Reviews Public Review responses and ensures a carefully curated public response was provided. Ensure GMs are responding to reviews or investigating review concerns within 24 hours. ***Vendor \& Facility Management*** * Works with Facilities team to understand scope of work needed to fix, repair or make other recommendations for improvements to equipment, foundation, heat \& air, foundational concerns, roofing, or beyond. * Ensures the General Manager is informing them on facility handyman needs, maintenance concerns. * Understands project timeline, scope, operational changes needed for repairs to be completed and communicates issues along the way. ***Marketing \& Community Partnerships*** * Works with marketing on understanding the reasons behind laps in customers and where new customers are coming from. * Has an excellent understanding of tour conversions and reasons behind non\-conversions. * Has relationships with local competitors and shares market insights. ***Policies \& Procedures*** * Works to resolve any gaps in policies and procedures related to time and attendance, training completion, performance evaluations, payroll accuracy, meal and break penalties, excessive overtime, and beyond. * Works with the care team on OSHA regulations, and any other governing authorities including annual inspection documentation and follows up on to do items. * Manages compliance metrics for the region and pushes for continuous execution of training. Included, but not limited to, Pet First Aid and day\-to\-day operational training. * Has a general sense of dog and cat behavior, knows how to read canine and feline body language, visual health concerns, and acts in the best interest of the guest. ***Growth \& Development*** * Has a great deal of knowledge around the expectations of the General Manager. * Provides on\-going coaching and mentoring to General Managers, and provides correctives as needed. * Knows how to on board a new General Manager and develop leadership skills. * Ensures the General Manager provides on\-going feedback to their management team and sets goals to achieve outstanding results in their hotel. * Works with L\&D on obtaining high level curriculum outlines. * Fosters growth within their hotels, motivates and supports General Managers to develop a "bench" of talent. Knows who the upcoming talent is, and ensures General Managers are cultivating training and development for those individuals. **What we are Looking For:** **Required Qualifications** * High school diploma/GED required. * 3\+ years of management and leadership experience. * Excellent communication skills, both verbal and written. * Proficiency in Microsoft Office, with CRM systems, and project management tools. * Excellent leadership and decision making skills. * Ability to multitask and work efficiently under pressure. * Strong analytical and problem\-solving skills. **Preferred Qualifications** * Bachelor's degree in business administration, management, or a similar field preferred. **Physical Requirements** * Prolonged periods of sitting at a desk and working on a computer * Must be able to lift 15 pounds at times * Ability to travel when needed * Ability to be around dogs and cats for an extended period of time