| JOB DESCRIPTION |
| The Vice President of Hotel Operations will be responsible for all Hotel facets at a multi-property resort operation. Our resort includes over 2300 hotel rooms and suites, gaming, full-service food and beverage operations, meeting and special events spaces, concert facilities, and other unique operations that make it a prime resort destination. This role is responsible for providing clear direction through strategic planning, team retention and motivation, administrative and financial controls, and profit standards, including managing the top and bottom lines while operating within budgetary guidelines. This key leadership role is responsible for the overall management of the property, including but not limited to profitability, guest service, product quality, and the cleanliness of the resort properties. Specific department responsibilities include: Front Office, Housekeeping, Pools, and Public Area. This leader will be dynamic, experienced, and motivated, able to hit the ground running and make an immediate impact on Guest Service and overall property efficiency and effectiveness. |
| ESSENTIAL DUTIES AND RESPONSIBILITIES |
- Provide regular and effective updates to the Senior Leadership team, including the COO & General Manager, on the performance of the hotels and associated operations
- Review reports and financial statements to determine hotel operations performance against budget
- Partner with marketing, sales, and gaming operations in order to achieve and exceed established RevPAR goals
- In concert with the lodging system, approve/develop all rate definitions, rate structures, rate plans, billing profiles, discounts, and sales group availability
- Focus on growing revenues and maximizing the financial performance of all Hotel Operations departments
- Work with direct reports (e.g., department heads) to develop and implement departmental strategies and manage the implementation of the brand service strategy and brand initiatives
- Monitor and help reduce payroll expense by increasing team member efficiency and optimum staffing
- Review and modernize hotel standards and operating procedures
- Ensure inspection programs are in place/utilized for room cleanliness, guest service, and resort cleanliness
- Execute regular inspections to ensure standards are being met
- Ensure the safety of all Company assets
- Provide General Manager and Corporate Chief Operating Officer recommendations for operating and capital improvements
- Provide overall project management leadership for maintenance and renovation initiatives for the property
- Maintain the company’s guest service standards and requirements in all hotel operations departments
- Stay visible and interface with guests on a regular basis to obtain feedback on the quality of product, service levels, and overall satisfaction
- Analyze service issues and identify trends
- Develop and implement strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees, and provide a return on investment
- Oversee portfolio-wide hotel software suite, including Property Management System, Booking Software, and Point of Sale (POS)
- Respond to and handle guest problems and complaints, as needed
- Drive guest satisfaction by maintaining product and service quality standards
- Identify and own corporate initiatives that impact the entire resort
- Network externally to seek innovation
- Champion adoption of new product offerings with internal stakeholders and Guests
- All other duties as assigned
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| SUPERVISORY RESPONSIBILITIES |
- Direct supervision of all Hotel Operations Direct Reports
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QUALIFICATIONS
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To perform this job successfully, an individual must satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required.
All Employees must be knowledgeable of all Company policies and procedures, including fire and safety regulations.
- Bachelor’s degree in Hotel Restaurant Management, Accounting/Finance, Business, or equivalent preferred
- Proven record as a successful leader and effective communicator as a Vice President of Hotel Operations, with measurable results in all key financial, revenue generation, and guest and employee relation benchmarks
- Must have a successful track record of regional/area experience or managing a large hotel with numerous direct reports and complexities
- Strong problem-solving skills and proven ability to manage multiple priorities and meet deadlines as required
- Experience with budget development and oversight, to include the ability to establish appropriate staffing levels for different-sized hotels
- Capable of hiring, training, and directing an efficient, effective team
- Excellent interpersonal skills, must be trustworthy and have the ability to work autonomously, diplomacy, teamwork, good judgment, and the ability to maintain confidentiality required
- Proficient and well-versed in all aspects of hotel software, including PMS, CRS, CRM, and POS
- Strong computer and communication technology proficiency including Word, Excel, and PowerPoint
- Demonstrated knowledge of trends/performance of hotels in the market and competitive set
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CERTIFICATES, LICENSES, REGULATIONS
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- Valid Driver’s License
- Alcohol Awareness Certification
- State Gaming Registration
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LANGUAGE SKILLS
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| Must be able to effectively communicate in English. |
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MATHEMATICAL SKILLS
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| Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. |
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COMPUTER SKILLS
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| Must have Microsoft Office experience and basic computer skills. |
