IN-ROOM DINING AND POOL OPERATIONS GENERAL MANAGER

Graton Resort & Casino•Rohnert Park, CA

13d

About The Position

The In-Room Dining & Pool Operations General Manager is responsible for the leadership, management, and profitability of In-Room Dining, Pool Service, Stage Hospitality, and Green Room operations. The role oversees guest service, food and beverage delivery, labor management, financial performance, and team member development while maintaining luxury hospitality standards. The General Manager creates personalized guest experiences through timely in-room dining, VIP food amenity delivery, fulfillment of special guest requests, poolside food and beverage service, and backstage hospitality support. The position champions Forbes Travel Guide service standards and collaborates with hotel, culinary, entertainment, resort, and casino leadership teams to deliver memorable guest experiences. The role manages daily operations and departmental financial performance, ensures compliance with service, safety, sanitation, food handling, responsible beverage service, company, and regulatory standards, and leads team hiring, training, coaching, and development. Duties may be changed, expanded, reduced, or delegated by Management to meet the property's business needs.

Requirements

Communicate effectively in writing and verbally with Guests, Team Members, Management, and Executive Leadership.
Thorough understanding of luxury hotel operations, in-room dining service, pool operations, and high-end food and beverage service standards.
Minimum five years of Food & Beverage management experience in a luxury hotel, resort, casino, or upscale dining environment.
Minimum three years of management experience overseeing multi-unit or multi-outlet food and beverage operations.
Demonstrated experience managing full profit and loss responsibilities, 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 standards.
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 is preferred.

Responsibilities

Redefine hospitality at Graton Resort & Casino while living, supporting, and promoting company values.
Perform responsibilities in accordance with Graton Resort & Casino standards, policies, and procedures.
Lead and oversee daily operations of In-Room Dining, Pool Service, Stage Hospitality, and Green Room food and beverage services.
Ensure adherence to Forbes Travel Guide luxury service standards and guest engagement expectations.
Maintain exceptional service delivery for guest interactions, emphasizing professionalism, personalization, and attention to detail.
Oversee food amenity programs for VIP arrivals, special occasions, executive guest requests, group arrivals, and casino host requests.
Coordinate and execute custom guest requests, dietary accommodations, and personalized dining experiences.
Manage poolside food and beverage operations, including timely service, product quality, cleanliness, and guest satisfaction.
Oversee culinary and service support for stage performers, entertainers, production teams, and designated green room areas.
Partner with Entertainment, Hotel Operations, VIP Services, Culinary, and Casino Marketing teams to execute events and hospitality programs.
Ensure food, beverage, and amenity deliveries are accurate, professional, and completed within established service time standards.
Apply service recovery protocols and respond promptly to guest concerns to ensure resolution and satisfaction.
Enforce safety, sanitation, food handling, and responsible beverage service practices across operational areas.
Ensure compliance with operational standards, company policies, federal, state, and local regulations, and health department requirements.
Maintain knowledge of emergency procedures and lead emergency response efforts when necessary.
Manage departmental budgets, forecasting, labor controls, productivity metrics, and operating expenses to achieve financial goals.
Review financial performance and develop action plans to improve revenue generation and profitability.
Oversee inventory management, purchasing controls, and cost containment initiatives.
Analyze guest satisfaction data, service metrics, and operational trends to identify continuous improvement opportunities.
Conduct service audits and quality assurance inspections to ensure compliance with Forbes and company standards.
Lead, mentor, coach, and develop management and front-line team members.
Manage hiring, onboarding, performance coaching, recognition, discipline, and succession planning for assigned departments.
Conduct ongoing training on luxury service standards, service recovery, food and beverage knowledge, and guest engagement.
Hold daily pre-shift meetings and departmental huddles to communicate operational priorities, VIP arrivals, events, and service expectations.
Maintain extensive 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.