Director of Hotel Operations

Laguna Development Corp • Albuquerque, NM

2h • Onsite

About The Position

The Director of Hotel Operations is responsible for leading and overseeing all hotel division functions to ensure first‑class service, operational efficiency, and guest satisfaction in alignment with Laguna Development Corporation (LDC) policies, procedures, internal controls, and core values. This executive role manages multiple departments—front desk, housekeeping, laundry, central services, bell and valet services, RV resort, wardrobe, and shuttle operations—either directly or through subordinate leaders. The position requires establishing and maintaining high service standards, implementing operational procedures, ensuring proper staffing and retention, and driving profitability through strategic planning, budgeting, forecasting, and variance analysis. The Director is accountable for enforcing compliance with administrative, safety, and health regulations; preparing detailed managerial and financial reports; leading sales and marketing initiatives; resolving guest and employee concerns; and fostering positive relationships with guests, employees, and stakeholders. Additional expectations include acting as a role model, maintaining professionalism, ensuring safety across all patron areas, promoting teamwork, participating in leadership development programs, and coordinating effectively with executives, regulatory bodies (including TGRA), and other departments to minimize disruption and enhance overall operations.
The role also encompasses full supervisory responsibility, including hiring, training, scheduling, evaluating performance, disciplining, and developing department leaders such as the hotel manager, RV resort manager, and other supervisory staff.

Requirements

• Bachelor's degree in hospitality management (preferred) or equivalent experience of at least 10 years in hospitality, hotel, or casino management.
• Minimum of three years at the executive level.
• Strong financial acumen.
• Strong communication skills.
• Strong conflict resolution skills.
• Strong interpersonal skills.
• Discretion and ability to manage complex operations and long-term planning.
• Technical proficiency with Microsoft Office, Kronos, and purchasing systems.
• Flexibility to work irregular hours.
• Maintain attendance standards.
• Operate effectively under pressure.
• Passing pre-employment screenings.
• Securing and maintaining a gaming license.
• Holding a valid New Mexico driver’s license.
• Ensuring a safe, clean, and compliant work environment at all times.

Nice To Haves

• Professional certification (e.g., CHA)

Responsibilities

• Leading and overseeing all hotel division functions to ensure first-class service, operational efficiency, and guest satisfaction.
• Managing multiple departments including front desk, housekeeping, laundry, central services, bell and valet services, RV resort, wardrobe, and shuttle operations.
• Establishing and maintaining high service standards.
• Implementing operational procedures.
• Ensuring proper staffing and retention.
• Driving profitability through strategic planning, budgeting, forecasting, and variance analysis.
• Enforcing compliance with administrative, safety, and health regulations.
• Preparing detailed managerial and financial reports.
• Leading sales and marketing initiatives.
• Resolving guest and employee concerns.
• Fostering positive relationships with guests, employees, and stakeholders.
• Acting as a role model and maintaining professionalism.
• Ensuring safety across all patron areas.
• Promoting teamwork.
• Participating in leadership development programs.
• Coordinating effectively with executives, regulatory bodies, and other departments.
• Hiring, training, scheduling, evaluating performance, disciplining, and developing department leaders.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive