Director - Hotel Operations

Plaza Hotel & Casino•Las Vegas, NV

14h

About The Position

The Director of Hotel Operations oversees multiple hotel departments, currently including Front Desk, Bell Desk, and Call Center/PBX. The role requires strong multitasking skills to manage varying daily priorities while maintaining oversight of all responsible departments. Guest service and satisfaction are the highest priorities, and the Director ensures Team Members consistently deliver Atlantis Service Standards. The position is responsible for maintaining the resort’s Forbes Recommended and AAA 4-Diamond statuses. In addition to daily operations, the Director works closely with the Director of Hotel Revenue to optimize hotel occupancy and revenue, contributing to selling strategies, overselling, inventory, rates, upsells, and overall hotel performance. The role determines and executes the annual hotel strategy and business plan; oversees budgets and analysis of department revenues and expenses; develops department policies and procedures; monitors occupancy and supports room revenue management; and identifies ways to improve operational efficiency. The Director reviews market trends, oversees hiring, training, development, and Team Member morale, identifies high-potential talent, and implements succession planning. The role also ensures effective communication of information and changes to supervisors, frontline Team Members, and other departments. Other related duties may be assigned as needed.

Requirements

Bachelor’s degree or higher in Hospitality or a related field, or a combination of comparable education and experience.
At least 8 years of experience in progressive hospitality roles.
Excellent communication skills.
Competency in standard computer and office programs.
Nevada Gaming license.
Alcohol awareness card.
Ability to access all areas of the facility and move, lift, carry, push, pull, and place objects.
Ability to withstand prolonged standing, stretching, bending, kneeling, lifting, and carrying items weighing at least 50 pounds without restriction.
Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Physical stamina and appropriate mental attitude to work under pressure.
Ability to work indoors and outdoors and be exposed to hot or cold surfaces, steam, and wet floors.
Ability to work in a fast-paced, busy, and noisy environment.

Nice To Haves

Casino experience or experience at a large, Forbes-rated property.
Additional knowledge of hospitality programs such as LMS and HotSOS.

Responsibilities

Maintain the resort’s Forbes Recommended and AAA 4-Diamond statuses.
Oversee hotel operational departments, currently including Front Desk, Bell Desk, and Call Center/PBX operations.
Determine and execute the annual hotel strategy and business plan.
Manage budgets and review, research, and analyze department revenues and expenses.
Ensure Atlantis Service Standards are consistently delivered to increase customer satisfaction throughout the property, from arrival to departure.
Create and implement department-specific policies and procedures.
Maintain and monitor occupancy data and assist in maximizing room revenue through revenue and yield management.
Maximize operational efficiency and identify opportunities to improve operations.
Review market trends and propose necessary changes.
Oversee the hiring, training, development, and morale of Team Members.
Identify high-potential talent and implement succession planning for Hotel Operations departments.
Ensure effective communication of information and changes to supervisors, frontline Team Members, and other departments.
Work with the Director of Hotel Revenue on hotel occupancy and revenue optimization, including selling strategies, overselling, inventory, rates, upsells, and overall hotel performance.
Perform other incidental, related, or management-assigned duties.