Hotel Operations Manager

Full House Resorts, Inc•Cripple Creek, CO

3d•Onsite

About The Position

The Hotel Operations Manager will oversee daily hotel operations, including Front Desk, Reservations, Transportation, and Bell Services. This role involves leading, developing, and motivating hotel staff, ensuring consistent, world-class guest service, and collaborating with other departments to create a seamless guest experience. The manager will also engage directly with guests, review schedules, participate in management meetings, and ensure adherence to policies and standards. A hands-on approach is expected, stepping in to assist any department as needed. Compliance with gaming regulations and maintaining a safe work environment are also key responsibilities.

Requirements

Strong customer service and leadership skills with the ability to inspire high-performing teams.
Excellent communication, organization, and problem-solving abilities.
Proven track record of success in fast-paced hospitality environments.
Ability to multitask effectively and remain calm under pressure.
Flexibility to work weekends, holidays, and variable shifts, including overnights if required.
Professional, guest-focused demeanor with a commitment to excellence.
Three (3)+ years of hotel or front desk management experience required.
One (1)+ year of supervisory or leadership experience required.
Must hold or be able to obtain a valid State of Colorado Gaming License.

Nice To Haves

Bachelor’s degree in Hospitality Management or related field preferred; equivalent experience accepted.

Responsibilities

Oversee daily hotel operations, including Front Desk, Reservations, Transportation, and Bell Services.
Lead, develop, and motivate hotel staff. Responsible for hiring, training, scheduling, performance management, and professional development.
Ensure all employees deliver consistent, world-class guest service and maintain a polished, professional demeanor at all times.
Collaborate closely with Player Services and other departments to coordinate guest needs and ensure a seamless experience across the property.
Personally engage with guests to provide assistance, recommendations, and personalized service that reflects the Chamonix standard.
Review and approve schedules, timecards, and departmental staffing to maintain optimal coverage.
Lead and participate in management meetings to set goals, resolve issues, and communicate expectations clearly.
Ensure employees are informed of company and department policies, and reinforce adherence to service and operational standards.
Act as a hands-on support leader, stepping in to assist in any department as needed to ensure smooth operations.
Maintain compliance with the Colorado Limited Gaming Act, Internal Control Minimum Procedures, and all internal policies and procedures.
Promote a clean, organized, and safe work environment throughout hotel operations.
Demonstrate consistent and reliable attendance to support team performance and guest satisfaction.
Perform additional duties and special projects as assigned.