Director - Hotel Operations

Ballys Hotel & Casino•East Saint Louis, IL

About The Position

The Director of Hotel Operations is a key leader within The Queen Casino operations. The Director of Hotel Operations is responsible for overseeing all operating procedures across the Hotel, Valet, and Hotel Sales departments.

Requirements

Bachelor's degree (B. A.) from four-year college or university; 5 years related experience and/or training; or equivalent combination of education and experience.
Excellent verbal and written communication skills
Proficient in Microsoft Office Products (Outlook, Teams, Word, Excel)
Proven experience in a sales or marketing role, preferably in the hotel or casino industry.
Must be able to obtain and maintain a state Gaming License

Responsibilities

Responsible for directing the overall operations and staff in hotel, valet and hotel sales department; functions as a strategic leader of the hotel with responsibility for all aspects of the operation.
Develops, implements and manages operational goals and monitors achievements of performance and profit objectives.
Ensures that scheduling is done in an effective and efficient manner, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
Responsible for preparing, monitoring and adhering to budgets and ensuring compliance to departmental budget initiatives.
Reports budget concerns / deviations to the Executive Management / VP of Hotel Operations.
Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
Ensures customer service standards are followed by all team members and addresses issues as they arise.
Responsible for the overall achievement of department customer service goals.
Create and update departmental policies and procedures to ensure effectiveness and relevance
Ensure property maintenance, physical plant appearance and health sanitation requirements are met and in compliance with regulatory and company standards.
Ensures that cleanliness and physical appearance of the property provide a superior guest experience.
Responsible for ensuring the highest quality guest experience by promoting purpose and value models throughout all areas of responsibility.
Learn, implement, and stay current with all rules, laws, regulations, policies, and Internal Controls pertaining to the Hotel Operations
Be knowledgeable of all product lines of the hotel including catering, rooms, packages, spa, and F&B outlets.
Generate new business, close deals, and increase revenue by cold calling, on-site visits, sales tours, and community networking.
Identify new business leads by examining local market trends and competition activities.
Conduct a successful, aggressive solicitation process involving outside sales calls, inside appointments, telephone calls, individual letters, and direct mail.
As a pro-active sales manager, 100% of time is to be spent on active sales solicitation.
Send proposals and confirmations to clients immediately upon holding space.
Clearly outline client's room block requirements, suite requirements and meeting and banquet space requirements on booking sheets so that the accurate facilities may be reserved.
Obtain document and route all necessary information on definite groups, including billing information, credit application, rooming list, and VIP arrangements.
Details on meeting arrangements, menus, audio-visual arrangements, etc., should be documented and passed on to the catering/banquet manager for follow-up.
This job has supervisory responsibilities.
Responsible for staff development and training programs.
Responsible for rewards and recognition program to maximize employee engagement.
Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
Determines work procedures and expedites workflow.
Responsible for employee performance (disciplining, coaching, counseling).