|Under the direction of the General Manager, responsible for the day to day operation of the hotel with an emphasis on superior guest service in keeping with the resort’s mission to achieve and maintain a AAA 4-diamond rating, development of human capital and quality assurance.
|Essential Duties & Responsibilities
- Ensures that product quality standards are met in all areas of the hotel, as it relates to the appearance, levels of maintenance and cleanliness. In cooperation with the Resort’s Director of Facilities, establishes and maintains preventative maintenance programs to protect the physical assets of the hotel.
- The Director of Hotel Operations is responsible for consistently delivering results that contribute to the mission and overall success of the resort by accomplishing performance objectives focused on business revenues, guest and employee satisfaction and effectiveness and efficiencies.
- Oversees the guest service function to ensure corrective action is taken to resolve guest complaints and ensures that superior guest service is delivered.
- In cooperation with the Director of Sales and Marketing and the Hotel Manager maximizes room revenues by anticipating and planning for market shifts; develops and monitors strategic marketing prospects; develops, implements and monitors annual business and marketing plans and participates in appropriate local, regional and national sales and marketing efforts.
- Develops and maintains a rapport with key community contacts to ensure a visible presence in the local community, i.e. Convention and Visitor’s Bureau, State Office of Tourism, etc.
- Ensures initial and ongoing training of all front-of-the-house hotel employees to enable them to be knowledgeable of the resort’s food and beverage outlets, and to enthusiastically recommend the various offerings, so that we may maximize revenues in resort’s food and beverage outlets.
- Liaises with the Director of Security, to ensure a safe and secure environment for guests, employees, and property assets.
- Establishes and maintains a proactive human resources approach to ensure employee motivation, training and development, and compliance with policies and procedures and labor regulations.
- Develops and monitors the performance of financial and operational plans for the hotel operations which support the overall objectives of the resort; develops the annual budget and makes recommendations for capital improvements to enhance the assets of the company and brand loyalty.
- The Director of Hotel Operations takes charge of all components of the hotel operations, serving as a positive role model for all subordinates while representing the owner’s fiduciary interests.
- He/she leads the revenue efforts of the hotel operations with an emphasis on driving market share and maximizing REVPAR.
- The Director of Hotel Operations champions the resort’s business plan and specific mission statement.
- He/she develops and nurtures a team of management and line staff members that are directed towards the achievement of the resort’s goals and priorities. Fully implements and utilizes the performance appraisal processes.
- Maintains and supports the organization’s professional image and high ethics, while representing the resort in the local and professional communities.
- Has caring behavior toward both guests and all employees, and a “guest first” service, and “do it now” approach.
- Bachelor’s Degree in Management, Business Administration or related field plus eight to ten years of progressive leadership experience in hotel or resort management, preferably in a 4 star/4-diamond environment.
- Opening experience preferred with proven success leading a full service hotel property, proven ability to lead sales and marketing efforts and to motivate staff, effective delegator and proven ability to drive a service oriented culture.
- Excellent leadership skills.
- Must meet all knowledge, skills and abilities.
- Must be twenty-one (21) years of age.
- Valid driver’s license.
- No felony, theft or stealing convictions.
- Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license.
|Knowledge, Skills, and Abilities
- Must have a well-rounded knowledge of the business, food and beverage, hotel, finance, marketing, human resources, etc.)
- Must have a high attention-to-detail and a good eye for quality and respond promptly to opportunities for improvement.
- Must have excellent communication, interpersonal, and customer service skills.
- Knowledge of applicable federal, state, county and local laws, regulations, and requirements including Tribal Sovereignty.
- Knowledge of finance, budgeting, accounting and cost control procedures.
- Skill in operating various word-processing, spreadsheets, and database software programs in a Windows environment, specifically Word, Excel, Access and PowerPoint.
- Skill in coaching and consulting management and executive level employees.
- Skill in analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
- Skill in supervising, training, and evaluating assigned staff.
- Ability to communicate effectively, both verbally and in writing.
- Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
- Ability to maintain confidentiality.
- Ability to analyze situations and adopt appropriate courses of action.
- Ability to establish and maintain professional relationships with co-workers at all levels.
- Ability to work independently and meet strict time lines.
- Ability to make solid decisions and exercise independent judgment.
- Ability to be persuasive and tactful in controversial situations.
- Ability to interpret applicable federal, state, county and local laws, regulations, and requirements.
|While performing the duties of this job, the employee regularly is required to sit and walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.
|Work is generally performed in an office setting with a moderate noise level. Occasional work is performed in a Casino setting with exposure to second-hand smoke and a moderate noise level. Extended hours and irregular shifts may be required. Tight time constraints and multiple demands are common.