Openings & Conversions Manager

Your company, your values, your career

Coast Hotels is a dynamic and growing brand. Our culture is rooted in our values, leadership accountability, and the growth and development of our Ambassadors.

The Manager, Hotel Openings & Conversions, reporting to the Chief Financial Officer (CFO), will contribute to the overall success of Coast Hotels by leading the opening of or conversion of hotels and ensuring compliance to Brand Standards, new, and ongoing programs and initiatives. The position is responsible for the project management and co-ordination of all opening or conversion activities of hotels, including product quality, training certification, service delivery and embracing Coast Hotels Culture. Consulting and assisting Brand/Market in achieving guest and Ambassador satisfaction and revenue generation and profit objectives. Developing, maintaining, and enhancing Hotel Team relationships as part of the Coast Hotels Property On-boarding Program (CPOP).

This remote-hybrid working manager must live in BC or Alberta and be able to travel up to 50% of the year throughout Canada and the US.

**Responsibilities**:

- Monitors pre-opening status using the pre-opening website and communicates progress with the CFO, relevant discipline leads and other stakeholders.
- Partners with the CFO, to assess and agree regarding the level and cost of pre-opening support required.
- Supports brand equity and ensure continued growth.
- Maintains industry and professional expertise by actively participating in industry and/or professional events, conferences, reviewing relevant industry communication and analyst reports.
- Understands and stays current with the world of hotel brands, including parent companies, sub brands, new brands, differentiators, etc.
- Conducts visits of opening hotels.
- Leads calls and meetings concerning all operational needs for opening and converting hotels.
- Supports Hotel Teams in achieving brand standards for service, product and financial success, pertaining to all opening and converting hotels.
- Executes, communicates, and ensures compliance with ongoing brand programs and initiatives
- Leads the project management and co-ordination of opening/conversion process including product quality, training, guest service, opening supplies and conversion criteria to ensure the hotel has met Brand Standards.
- Analyzes various measurement reports and assists field operations in improving opening hotel performance
- Participates in Kick-off Meetings for new accounts.
- Participates in, and hosts Executive Orientation Meetings
- Hosts regular conference calls with the Hotel Teams, to provide general pre-opening guidance and ensure the pre-opening tasks are being carried out effectively and in a timely manner.
- Plans and leads ad hoc additional calls with the property team, Owner/Franchisee/Hotel Teams, and any stakeholders involved in the opening process.
- Works closely with the Hotel Teams, CFO and other departments to align on, and communicate, ‘first sell dates’ and opening dates.
- Ensures Guest Satisfaction Scores (GSS) goals for opening and converting hotels are met or exceeded.
- Ensures positive opening survey results are achieved.
- Informs, updates, and highlights any concerns to the CFO regarding opening projects
- Remains informed of all Coast operating practices, market trends, and industry conditions to provide necessary information and support to franchisees.
- In conjunction with consultation and portfolio review processes, provides operational analysis, consultation services and training to Hotels.
- Assists in the escalation and resolution of guest issues, and identifies potential barriers to guest services, works with others to remove barriers to service excellence across Coast’s operations.
- Creates a work environment based on Coast’s Values.

**Skills/Knowledge/Experience**:

- A minimum of 5 years relevant hotel experience, preferably in operations, sales, and/or revenue management.
- Post-secondary education with a degree or diploma in a related field.
- Experience with full-service hotel operations and standards.
- Experience with multi-unit project management.
- Experience in developing and delivering training programs to diverse audiences.
- Experience delivering support services in a franchised network environment.
- Proven track record in driving Hotel Performance & Support success.
- Excellent analytic skills and data management abilities.
- Excellent communication and relationship development skills coupled with strong people skills, using a high degree of tact, skill, and diplomacy.
- Strong training, consulting, and negotiating skills.
- Intermediate capability in all aspects of Microsoft Office including Microsoft Outlook, Excel, PowerPoint, and Word.
- Capable of presenting to audiences in person and via virtual platforms.
- Exceptional time-management and follow-through skills with the ability to work under pressure to meet deadlines.
- Is self-motivated,