Director of Hospitality

Responsibilities

• Provide executive leadership for all hospitality operations within the casino and hotel, ensuring seamless integration with gaming operations and overall property objectives.
• Direct, coordinate, and monitor service standards across all hospitality departments to ensure adherence to Standard Operating Procedures and brand/service standards.
• Recommend and implement operational improvements, procedural enhancements and new service initiatives.
• Ensure all outlets, hotel rooms and team members meet both health and safety and safety and departmental requirements concerning sanitation and person hygiene.
• Develop annual departmental operating budget and manage expenses within approved budget constraints, including capital expenditures.
• Serve as role model, coach and change leader across all levels of the organization.
• Address team member concerns and work collaboratively with support departments to ensure disciplinary actions and expectations comply with federal and state labor laws.
• Respond to guest concerns, liability issues, and escalated service matters with professionalism and discretion.
• Identify and evaluate new methods, techniques, equipment, and materials to improve operational efficiency and reduce cost.
• Lead and oversee all hospitality operations, including Food & Beverage, hotel services, and housekeeping, ensuring consistent service excellence and guest satisfaction.
• Establish, implement, and enforce operational policies, procedures, and service standards in compliance with health, safety, sanitation, and alcohol regulations.
• Drive occupancy, revenue, and yield management strategies while maximizing operational efficiency.
• Provide leadership, coaching, and development for management and supervisory teams; interview, select, and train leadership talent.
• Ensure compliance with federal, state, and local employment laws, working collaboratively with support departments on performance management and disciplinary actions.
• Maintain a strong guest-focused presence by interacting with patrons, resolving complaints, and supporting service recovery efforts.
• Oversee facilities-related projects and maintenance initiatives to ensure continuous, safe, and efficient operations.
• Analyze operational performance, prepare regular reports, and recommend process improvements, cost controls, and service enhancements.
• Participate in meetings, task forces, committees, and special projects as directed by the General Manager.
• Takes initiatives, shows ownership and goes above and beyond to assist guests with their needs.

Qualifications

• Must be 21 years of age or older
• Bachelor’s degree in hospitality, business or related field
• Minimum 3 years of executive-level leadership in casino, hotel or resort operations preferred
• Minimum of 5 years of Food & Beverage management operations experience
• Must obtain and maintain a Missouri Gaming License
• Strong understanding of beverage and hotel operations, regulatory compliance and guest service standards
• Advanced financial, analytical, and operational management skills
• Proficient in hotel and property management systems and business software (Word, Excel, LMS, Infogenesis)
• Effective communicator and change leader who can influence across all levels of a matrixed organization