IN-ROOM DINING AND POOL OPERATIONS GENERAL MANAGER

Graton Resort & Casino•ROHNERT PARK, CA

12d

About The Position

The In-Room Dining & Pool Operations General Manager provides overall leadership and management for In-Room Dining, Pool Service, Stage Hospitality, and Green Room operations. The role is accountable for guest service, food and beverage delivery, labor management, financial performance, and team member development while upholding luxury hospitality standards. The General Manager oversees personalized guest experiences, including timely in-room dining, VIP food amenity delivery, special requests, poolside food and beverage service, and backstage hospitality support. The role champions Forbes Travel Guide service standards and collaborates with hotel, culinary, entertainment, resort, VIP Services, and Casino Marketing leadership to deliver memorable guest experiences. The position also manages departmental budgets and operating expenses, develops team members, and ensures compliance with company policies, applicable regulations, and health and safety requirements.

Requirements

Effective written and verbal communication with guests, team members, management, and executive leadership.
Thorough understanding of luxury hotel operations, in-room dining, pool operations, and high-end food and beverage service standards.
At least 5 years of food and beverage management experience in a luxury hotel, resort, casino, or upscale dining environment.
At least 3 years of management experience overseeing multi-unit or multi-outlet food and beverage operations.
Demonstrated experience with full profit and loss responsibility, including labor management, forecasting, budgeting, and financial analysis.
Experience leading large teams in high-volume hospitality environments.
Strong leadership skills and ability to motivate, coach, and develop high-performing teams.
Demonstrated ability to manage VIP guest interactions and complex service recovery situations.
Ability to prioritize multiple operational demands while maintaining exceptional guest service.
Sound judgment, professionalism, and discretion in handling sensitive guest and business matters.
Ability to manage time effectively with minimal supervision.
Must be at least 21 years of age.
Must be able to obtain a Food Handlers Certification through the State of California.
Must be able to obtain a Responsible Beverage Service (RBS) license through the State of California.
Ability to stand for extended periods and walk throughout the resort property.
Ability to frequently bend, reach, push, pull, and lift.
Ability to move throughout hotel towers, pool areas, event venues, backstage facilities, and food service locations.
Normal sense of smell, taste, and touch.
Ability to lift up to 50 pounds, with or without assistance.

Nice To Haves

Strong knowledge of Forbes Travel Guide standards and luxury hospitality service expectations preferred.

Responsibilities

Lead and oversee daily operations of In-Room Dining, Pool Service, Stage Hospitality, and Green Room food and beverage services.
Uphold Forbes Travel Guide luxury service standards and maintain professional, personalized guest service.
Oversee food amenity programs for VIP arrivals, special occasions, executive requests, groups, and casino hosts.
Coordinate custom guest requests, dietary accommodations, and personalized dining experiences.
Manage poolside food and beverage operations, including service timeliness, product quality, cleanliness, and guest satisfaction.
Oversee culinary and service support for performers, entertainers, production teams, and green rooms.
Partner with Entertainment, Hotel Operations, VIP Services, Culinary, and Casino Marketing teams on events and hospitality programs.
Ensure food, beverage, and amenity deliveries are accurate, professional, and within established service time standards.
Apply service recovery protocols and promptly resolve guest concerns.
Enforce safety, sanitation, food handling, and responsible beverage service practices, and ensure compliance with company policies, regulations, and health department requirements.
Maintain knowledge of emergency procedures and lead emergency response efforts when needed.
Manage departmental budgets, forecasting, labor controls, productivity metrics, operating expenses, inventory, purchasing controls, and cost-containment initiatives.
Review financial performance and develop action plans to improve revenue and profitability.
Analyze guest satisfaction data, service metrics, and operational trends; conduct service audits and quality inspections to identify improvement opportunities and ensure standards are met.
Lead, mentor, coach, and develop management and front-line team members; manage hiring, onboarding, performance coaching, recognition, discipline, and succession planning.
Conduct training on luxury service standards, service recovery, food and beverage knowledge, and guest engagement.
Hold daily pre-shift meetings and departmental huddles to communicate priorities, VIP arrivals, events, and service expectations.
Maintain knowledge of food and beverage offerings, preparation methods, wine selections, and resort amenities.
Collaborate with culinary leadership on menu quality, consistency, presentation, and execution.
Foster engagement, accountability, teamwork, and continuous improvement.
Perform responsibilities in accordance with Graton Resort & Casino standards, policies, procedures, and company values.
Perform other duties as assigned or modified by Management to meet property business needs.