| Summary: |
| The SVP Hotel Operations will be responsible for overseeing the day-to-day Hotel Operations of the Company portfolio. This position is also responsible for partnering with executives throughout the organization to identify current and future operational needs to make recommendations to maximize efficiency and profit, drive gains in guest satisfaction and ensure team member development. |
| Essential Duties and Responsibilities: |
- Maintain excellence in the three pillars of success: Team Member Satisfaction, Guest Satisfaction, and Financial Performance.
- Monitor and justify expenditures by departments to ensure they meet budgetary guidelines.
- Interviews, hires, trains, schedules, appraises and supervises all directly assigned team members. Oversees same for indirect reports.
- Develop, administer, and complete action plans for all points of review including Guest Satisfaction, Team Member Satisfaction, and Financial Adherence.
- Act as the main point of contact for ensuring guest feedback, and monitoring follow up in all areas of review including Medalia guest service surveys.
- Provide strategic input and leadership on operational issues that affect the organization as a whole. i.e., labor contracts, evaluation of potential alliances or partnerships, enterprise wide purchasing opportunities, Union negotiations etc.
- Partner with Hotel leadership to maximize profitability across the company through delivery of system wide guest service standards, labor efficiencies, operational best practices and team member development.
- Enforce compliance with administrative policies, procedures, safety rules and health regulations.
- Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
- Ensure prompt and discreet notification to appropriate management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
- Ensure implementation and maintenance of corporate specifications, internal controls, and systems are established and maintained at each property.
- Keep self and Hotel leadership current on all relevant hospitality trends to identify product concepts and services to pursue that achieve the company-wide strategy.
- Attend trade Companies and conduct competitive research and share knowledge/experiences with Hotel leadership within the company.
- Create and maintain development standards for new properties and/or partnerships including contract language and terms.
- Promotes positive guest and team member relations at all times.
- Maintains a clean, safe, hazard-free work environment within areas of responsibility.
- Perform other duties as required.
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| Qualifications: |
- Bachelor’s degree in business, hospitality, finance or a related field of study required.
- A minimum of ten (10) years of experience in a hotel/casino hospitality environment in a management capacity overseeing multiple hotel operations departments or an equivalent combination of education and experience is required.
- A minimum twelve (12) years of experience in a leadership role or equivalent education and experience.
- Strong leadership abilities, sound judgment, superior problem solving and decision-making skills to effectively manage the department
- Must have experience developing and preparing departmental budgets for multiple departments, with an understanding of financial demands from evolving business conditions.
- Excellent organizational, analytical and project management skills, with particular attention to quality and detail.
- Excellent interpersonal and communication skills, and the ability to work effectively with all levels of the organization, individually and in groups
- Excellent facilitation and presentation skills
- Demonstrated ability to multi-task and balance numerous priorities in a fast paced, deadline- oriented environment.
- Demonstrated ability to establish credibility and rapport with operating leaders.
- Proven track record of being focused, forward thinking and creative
- Experience developing and implementing company-wide initiatives
- Builds effective communication by active listening and seeking to understand. Asks others for input and feedback including those with different backgrounds, experiences and points of view. Actively listens and ensures that people are heard. Clearly expresses ideas. Adjusts communication style for different audiences. Keeps others informed goals and objectives and checks for understanding.
- Can effectively translate long-term hotel strategic vision into short and medium term tactical operational initiatives, goals, and projects, both upwards and downwards in the organization; can communicate both the technical details as well as provide high-level summaries and overviews to reach multiple constituents.
- Demonstrates Business Acumen by using industry, market, competitive data and financial knowledge to understand and improve business results.
- Understands the competitive landscape relevant to Company’ business.
- Connects internal business activity with a broader external view of business to continuously improve performance.
- Champion innovation, change and diversity by embracing and generating better and innovative ways to improve individual and business performance aligned to a shared purpose.
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| Work Environment: |
- While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- The hotel/casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to hotel/casino related environmental factors including, but not limited to, second hand smoke, excessive noise and constant exposure to general public.
- Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
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