Regional Manager at Xclusive Services in Dallas, TX

Description:

About the Company

Xclusive Services shares the same values as our customers when it comes to staffing and outsourced services. Our focus on quality performance, operational excellence, and reliability has allowed us to build long-term and scalable partnerships. Operating in 19 states, our seasoned management team has a comprehensive understanding of the hospitality industry, partnering closely with local property and brand leadership to ensure a transparent and optimized approach to staffing.

We actively seek Team Members who embody our mission to make a positive impact in the lives of the individuals we serve through the daily demonstration of our corporate values:

• We Respect People
• We are Service Obsessed
• We Chase Excellence
• We Own It
• We Do the Right Thing

Job Summary

**Candidates must reside in greater Dallas-Fort Worth area. Regional market will include DFW, Irving, Waco, and Oklahoma**

The Regional Manager leads Xclusive's service operations across an assigned multi-market region and is accountable for regional revenue growth, gross margin, customer retention, order fill rate, and Team Member safety. Reporting to the Director of Service as part of the National Service Team, the Regional Manager owns the regional P&L, leads and develops the regional teams, and serves as the senior relationship owner for major hospitality partners and properties in the region.

This relationship-focused role partners closely with Sales, Human Resources, Finance, IT, and Compliance to expand market share with existing accounts, win new properties, and deliver prompt, attentive service to customers and Team Members. Performance is measured against the Key Performance Indicators below.

Essential Job Functions

Regional P&L and Business Performance - 30%

• Own the regional P&L, delivering annual revenue, gross margin, and EBITDA targets; participate in the annual budget process and set market-level goals with other leaders.
• Deliver accurate monthly and quarterly forecasts (within ±5% of actual revenue) and maintain a true pulse on business health in every market.
• Partner with the Sales team to accurately price new and existing opportunities, protecting bill rate and gross margin targets and adhering to internal sales and pricing policies.
• Ensure 100% on-time, accurate weekly payroll, timecard approval, and expense reimbursement submissions for the region.
• Prepare regional business reviews, in partnership with the Director of Service, for monthly and quarterly updates.

Customer Retention and Growth - 20%

• Serve as the senior relationship owner for assigned customers, building trusted relationships with GMs and department leaders; respond to customer escalations within 24 hours.
• Own customer retention, including quarterly business reviews (QBRs) with key accounts, contract renewals, escalations, and negotiations.
• Own NPS results and customer engagement survey participation for the region; build and follow through on action plans for any property scoring below target.
• Grow revenue with existing accounts and win new business in partnership with Sales, including maintaining an active target list of hotel properties of 200 rooms or fewer to call on and sell to.
• Maintain accurate customer contacts and organized records of interactions, requests, and opportunities in the CRM, and circulate updates to headquarters, Sales, and Service leaders.
• Gather and share competitive intelligence (pricing, wage rates, competitor activity) and work with Marketing to develop sales campaigns for existing and new accounts.

Staffing Fulfillment and Recruiting - 20%

• Create and execute the regional recruiting plan for all assigned markets, partnering with District and Area Managers to keep a qualified applicant pipeline ahead of customer demand.
• Manage open order reports daily for all assigned markets to meet fill rate and time-to-fill targets.
• Monitor Team Member retention and early (first 90 days) turnover by market, and act on root causes with District Managers and HR.
• Ensure the team has the coverage and flexibility to use all employee benefits (PTO, paid holidays, personal and sick days, leave, etc.).

Safety and Risk Management - 15%

• Own the safety of every regional Team Member, ensuring 100% completion of required safety training per policy and completing all required Safety and Support training courses personally.
• Respond urgently to all reported and known incidents, ensuring incidents are reported within 24 hours, per operating policy and procedure.
• Minimize workers’ compensation exposure by meeting or exceeding safety standards, reducing claim frequency, and partnering with Safety and Support on claims management and return-to-work.
• Ensure properties in the region follow company policies and wage-and-hour, timekeeping, and safety requirements.

Leadership and Culture - 15%

• Mentor, train, and manage 20 full-time team members and 600+ staffing team members, setting clear goals, holding weekly one-on-ones, and building a bench of future leaders.
• Work on-site at assigned properties, regularly attending morning check-ins, meetings, walk-throughs, and GM/property leader meetings with assigned service leaders.
• Create a safe, unified, and motivated team environment that leads through excellent service practices and growth and development for all Team Members.
• Lead customer engagement activities and events, and model cultural leadership and participation in company initiatives.
• Directly support and contribute to the Company’s mission by modeling our company’s core values.
• Comply with employment laws, regulations and guidelines as set forth by FLSA, FMLA, ADA, HIPAA, and other governing agencies.
• Promote and adhere to all occupational safety and health standards as required by OSHA, company policies, and other applicable regulatory agencies to ensure a safe and compliant work environment

Requirements:

Key Performance Indicators

Financial Performance

• Regional revenue vs. budget: = 100% of annual target
• Gross margin: At or above regional budget
• Monthly revenue forecast accuracy: Within ± 5% of actual
• Revenue growth with existing accounts: = 10% year over year
• Weekly payroll and expense submissions: 100% on time

Customer Management

• Customer revenue retention: = 95% annually
• Net Promoter Score (NPS); = 50
• Customer survey participation: = 80% of properties
• QBRs completed with key accounts: 100% quarterly
• Customer escalation response: Within 24 hours
• New properties signed: Per annual sales plan

Fulfillment and Workforce

• Order fill rate: = 95%
• Average time to fill: = 7 days
• Early (first-90-day) Team Member turnover: Reduced year over year

Safety

• Required safety training completion: 100%
• Incidents reported: 100% within 24 hours
• Workers’ comp claim frequency: Reduced year over year

Leadership

• District Managers with documented goals and development plans: 100%, reviewed quarterly
• District Manager retention: = 90% annually
• Key property site visits: At least monthly

Required Abilities, Requirements, and Qualifications

• 4+ years of multi-site operations, account management, or service leadership experience in hospitality, staffing, or related service industry.
• 3+ years of supervisory experience, including managing other managers across multiple locations.
• Proven P&L ownership with a track record of meeting or exceeding revenue and gross margin targets.
• Demonstrated success in customer retention, contract renewals, and growing revenue with existing accounts; B2B sales and pricing experience preferred.
• Previous experience in hotel/hospitality on-site management (customer service, staffing, or service) preferred.
• Working knowledge of workplace safety practices, OSHA standards, workers’ compensation, and wage-and-hour requirements.
• Strong business and financial acumen, with the ability to read a P&L, build forecasts, and analyze margin.
• Superior relationship-building skills with all levels of customer leadership.
• Ability to meet firm deadlines and communicate effectively.
• Must be available to work outside of business hours with constant communication to team (early/late day shifts, weekends, holidays, etc.).
• Must be willing and able to travel extensively (50%+ of the time to assigned markets).
• High School diploma required; Bachelor’s degree in Business, Hospitality Management, or a related field preferred.
• Applicants must be legally eligible to work in the United States and must not require current or future visa sponsorship
• Fluency in English required, bilingual in Spanish is a plus
• Hold a valid drivers’ license and have reliable transportation to commute to job site(s)/location(s)

Physical Demands

While performing the duties of this job must have the:

• Ability to lift and carry up to 50 lbs. occasionally and up to 25 lbs. frequently
• Ability to push and pull objects weighing up to 25 lbs. as needed
• Capability to reach overhead and extend arms for various tasks
• Ability to bend, squat, and kneel required
• Ability to operate tools, equipment, or machinery requiring fine motor skills
• Ability to stand and walk for extended periods, up to 8 hours
• Ability to work extended hours including nights and weekends
• Work may be performed indoors and outdoors in various weather conditions, including heat, cold, rain, and wind
• Reasonable accommodation may be made to enable individuals with disabilities or other qualifying reasons to perform the essential functions of this position

Benefits

• Healthcare: Medical, Dental, Vision, Voluntary Life, Group Life, Voluntary AD&D, Short and Long-term Disability, Accident, Critical Illness, Hospital Indemnity, Legal, Identity Protection, and pet Insurance (effective the first day of the month following start date)
• No-cost EAP
• Paid Sick Time
• Paid Holidays
• Paid Personal Time Off

An Equal Opportunity Employer

Xclusive Services is committed to a diverse and inclusive workforce and prohibits discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetics, family planning, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.