Director, Hotel Operations
About The Position
Under the supervision of the VP of Non-Gaming Operations, the incumbent, either personally or through subordinates, directs operations for Front Desk, Bell Services, VIP Check-in, Valet, Housekeeping, Rock Shops, Group Sales and Spa Departments. This role is key to maintaining excellence in the three pillars of success: Team Member Satisfaction, Guest Satisfaction, and Financial Performance. The Director will develop, administer, and complete action plans for all points of review including Guest Satisfaction, Team Member Satisfaction, and Financial Adherence. They will act as the main point of contact for ensuring guest feedback, and monitoring follow up in all areas of review including Medallia Surveys. This position requires a commitment to ensuring responsible gaming and responsible alcohol service, and conducting personal behavior and selecting, training, coaching, counseling, appraising and retaining direct reports who consistently perform actions and behaviors that reinforce the Company’s Mission and Values.
Requirements
- A minimum of five (5) years of experience in a 4 Diamond casino/hospitality environment in a management capacity overseeing multiple hotel operations departments or an equivalent combination of education and experience is required.
- Must have experience developing and preparing departmental budgets for multiple departments, with an understanding of financial demands from evolving business conditions.
- Must have a proven track record of providing excellent Guest Service Scores in a 4 Diamond or better environment.
- Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
- Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
- Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional demeanor.
- Ability to work flexible schedules, including nights, weekends and holidays.
Nice To Haves
- Bachelor’s degree in Business, Hospitality, Finance, or related area of study.
- Experience as a Director of Hotel Operations, Rooms Executive, General Manager, or equivalent level.
- Background with the following systems: Microsoft Office Suite, LMS, Kronos, HotSOS (Hotel Maintenance program and MMS.
- Strong grasp of Microsoft Excel.
- Knowledge of Laundry Services, design and development, and project management preferred.
- Ability to lead a quality improvement team to address areas of potential guest opportunity.
Responsibilities
- Maintain excellence in the three pillars of success: Team Member Satisfaction, Guest Satisfaction, and Financial Performance.
- Exhibit conduct in accordance with all Gaming Commission Regulations of Virginia Lottery policies and procedures.
- Monitor and justify expenditures by departments to ensure they meet budgetary guidelines.
- Interviews, hires, trains, schedules, appraises and supervises all directly assigned personnel. 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 Medallia Surveys.
- Enforce compliance with administrative policies, procedures, safety rules and health regulations.
- Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
- Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
- Conduct personal behavior and select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
- Ensure appropriate staffing levels to best manage labor costs while maintaining outstanding guest service.
- Stays abreast of the current trends and practices within area of responsibility and communicates pertinent information to management, peers, direct reports and team members as appropriate.
- Ensure prompt and discreet notification to appropriate management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
- Promotes positive guest and employee relations at all times.
- Maintains a clean, safe, hazard-free work environment within areas of responsibility.
- Perform other duties as assigned.
Benefits
- Comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Director
