Director, Hotel Operations

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members to stay healthy, plan for their future, and maintain a healthy work-life balance. Benefits may vary with employment status. View the full list of benefits on our career site.

About the role

Under the supervision of the VP of Non-Gaming Operations, the incumbent, either personally or through subordinates, directs operations for Front Desk, Bell Services, VIP Check-in, Valet, Housekeeping, Rock Shops, Group Sales, and Spa Departments.

Responsibilities

• Maintain excellence in the three pillars of success: Team Member Satisfaction, Guest Satisfaction, and Financial Performance.
• Exhibit conduct in accordance with all Gaming Commission Regulations of Virginia Lottery policies and procedures.
• Monitor and justify expenditures by departments to ensure they meet budgetary guidelines.
• Interview, hire, train, schedule, appraise, and supervise all directly assigned personnel; oversee the same for indirect reports.
• Develop, administer, and complete action plans for all points of review including Guest Satisfaction, Team Member Satisfaction, and Financial Adherence.
• Act as the main point of contact for ensuring guest feedback and monitoring follow-up in all areas of review, including Medallia Surveys.
• Enforce compliance with administrative policies, procedures, safety rules, and health regulations.
• Develop department members’ knowledge and skills through education, training, coaching, and corrective counseling.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
• Conduct personal behavior and select, train, coach, counsel, appraise, and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion, and Dedication.
• Ensure appropriate staffing levels to best manage labor costs while maintaining outstanding guest service.
• Stay abreast of current trends and practices within the area of responsibility and communicate pertinent information to management, peers, direct reports, and team members as appropriate.
• Ensure prompt and discreet notification to appropriate management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
• Promote positive guest and employee relations at all times.
• Maintain a clean, safe, hazard-free work environment within areas of responsibility.
• Perform other duties as assigned.

Requirements

• A minimum of five (5) years of experience in a 4 Diamond casino/hospitality environment in a management capacity overseeing multiple hotel operations departments or an equivalent combination of education and experience is required.
• Preferred Bachelor’s degree in Business, Hospitality, Finance, or related area of study.
• Preferred experience as a Director of Hotel Operations, Rooms Executive, General Manager, or equivalent level.
• Preferred background with the following systems: Microsoft Office Suite, LMS, Kronos, HotSOS (Hotel Maintenance program), and MMS.
• Must have a strong grasp of Microsoft Excel.
• Must have experience developing and preparing departmental budgets for multiple departments, with an understanding of financial demands from evolving business conditions.
• Must have a proven track record of providing excellent Guest Service Scores in a 4 Diamond or better environment.
• Must be able to lead a quality improvement team to address areas of potential guest opportunity.
• Must have a strong understanding of processes and procedures involving Housekeeping and Casino Public Areas. Knowledge of Laundry Services, design and development, and project management preferred.
• Ability to deliver a service level that creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional demeanor.
• Ability to work flexible schedules, including nights, weekends, and holidays.

Pay

$104,500 - $152,000/Salary