Hotel Manager (65505)
About The Position
This position has an anticipated start date in late fall 2026. Applications are being collected in advance to build our talent pool, and we will begin reaching out to qualified candidates closer to the hiring timeline. Position Responsible for 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)
- Bachelor’s degree in Hospitality Management or related field preferred; equivalent experience acceptable
- Must be able to obtain a Catawba Gaming License.
Nice To Haves
- Pre-opening experience (preferred)
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
