VP of Operations

VP of Operations Job Description Job Overview

At Beacon Hill Hospitality, we look for people who want to help others not because it's their job, but because it's their nature. We deliver the customer service functions like front desk management, phone operations, parking and shuttle services that keep hospitals and healthcare locations running smoothly.

We're looking for a natural leader to head the operations of our rapidly growing organization. The VP of Operations is responsible for providing effective and inspiring leadership to a designated group of Account Managers so that the company can exceed its goals and objectives. As we are a young and growing company, this role will need to pivot seamlessly between account/employee level specifics up to high level strategy and vision.

The VP will oversee the day-to-day activities of the company, ensuring that the organization is managed and performing efficiently and effectively. The VP is actively involved in the support and communication of all Beacon Hill programs and services. They lead a continuous quality improvement process at each location and company-wide, focusing on client satisfaction, service, system and process improvement.

We need someone who can thrive in change, naturally brings employees to their full potential and creates a culture that reflects our values of care, respect, integrity and transparency.

• Oversee company operations and employee productivity, building a highly inclusive culture ensuring team members thrive
• Drive company results from both an operational and financial perspective
• Create, implement and hold team members to standard operating procedures for each of our service lines
• Develop new services lines
• Implement tools to measure the success of operational processes and use those tools and data points to identify areas of improvement.
• Travel to new and existing client locations

• Oversee company operations and employee productivity, building a highly inclusive culture ensuring team members thrive
• Develop the company's culture, creating an environment that promotes great performance and positive morale, ultimately creating engaged employee Promoters
• Ensure the company is staffed with well-trained, quality, and engaged employees
• Leads and mentors team members, empowering them to be successful and ultimately delivering extraordinary service to our customers.
• Translate high level company strategy into actionable goals for field employees
• Work closely with Human Resources to develop effective hiring, training, recognition and compensation plans to retain our quality talent
• Hold employees and management accountable to company policies, procedures and guidelines, handling discipline and termination of employees as needed and in accordance with company policy

• Strong emphasis on exceeding the client and customer's expectations of quality service.
• Build and maintain trusted relationships with clients ensuring they are an active Promoter of Beacon Hill Hospitality.
• In partnership with local management, create and execute on client retention strategies for each location – including tracking of touch points, areas of improvement, regular reporting, etc.
• Find ways to grow existing contracts either by expansion of current service or adding additional service lines
• Find new sales opportunity in geographical areas surrounding existing clients

• You thrive in change and love bringing order to chaos
• You share our values of care, respect, integrity and transparency
• You're able to easily pivot between day-to-day operation issues and strategic initiatives
• Strong leadership, communication, customer service and change management skills
• Experience in a start-up environment is a plus
• An exceptional communicator
• Proficient in MS Office