Hotel Manager

Catawba Two Kings Casino•Kings Mountain, NC

12d•Onsite

About The Position

This position is responsible for the overall leadership and performance of Front Office operations within a high-volume, 4-star casino resort. Direct oversight includes Front Desk, Bell Services, PBX, Room Control, Night Audit, VIP Services, and third-party Valet operations. Ensures seamless guest arrival, departure, and in-house experience aligned with AAA 4-Diamond service standards. Accountable for operational efficiency, guest satisfaction, revenue optimization, and team performance.

Requirements

Minimum 3–5 years of progressive Front Office leadership experience in a casino resort or luxury hotel environment
Experience in a high-volume, 4-star or AAA 4-Diamond property (required)
Must be able to obtain a Catawba Gaming License.

Nice To Haves

Pre-opening experience (preferred)
Bachelor’s degree in Hospitality Management or related field preferred; equivalent experience acceptable

Responsibilities

Direct all Front Office operations including Front Desk, Bell Services, PBX, Room Controllers, Night Audit, and VIP Services
Oversee third-party valet vendor performance, contracts, service standards, and compliance with property expectations
Ensure execution of AAA 4-Diamond service standards across all guest touchpoints
Manage daily arrivals/departures, room inventory, and coordination with Housekeeping and Engineering for room readiness
Oversee VIP arrivals, departures, and in-house experience; coordinate with Casino Host team and executive leadership
Supervise room control function including inventory management, upgrades, out-of-order/out-of-service tracking, and yield optimization
Ensure accuracy and integrity of Night Audit processes, financial reporting, and system balancing
Manage PBX operations including call handling standards, emergency procedures, and guest request routing
Develop and implement SOPs, service standards, and operational workflows (including pre-opening setup if applicable)
Hire, train, schedule, and manage departmental leaders and line staff; maintain productivity and labor standards
Monitor and respond to guest feedback, service recovery, and escalation resolution
Collaborate with Revenue Management on rate strategy, inventory controls, and oversell management
Oversee departmental budgets, labor costs, and operational KPIs (guest satisfaction scores, upsell revenue, check-in times, etc.)
Ensure compliance with safety, security, and regulatory requirements within a casino environment
Partner with IT and Systems teams to optimize PMS and front office systems functionality