Executive Director of Hotel Operations

About the Role

Great teams make the #Best8Hours of your day. At Seneca Resorts & Casinos, we work hard, celebrate often, and build a culture people actually want to be part of. The Executive Director of Hotel Operations, both personally or through subordinates, directs and administers Hotel operations ensuring first-class service and accommodations. Incumbent has departmental oversight of, but not limited to, EVS, Front Desk, Housekeeping, VIP, and Transportation. All functions will be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards, and objectives.

Responsibilities

• Prepare accurate and informative reports containing conclusions and recommendations; prepare detailed financial reports and ensure compliance with established budgets.
• Verify and administer MMS approval requests.
• Direct investigation into causes of guest complaints and employee issues and respond accordingly.
• Provide training and manage daily operations to ensure AAA Four Diamond-level service is met or exceeded by all individuals while maintaining profitability levels to budgetary guidelines.
• Conduct daily walkthroughs of all responsible areas, including public spaces, Spa/Salon, fitness center, pool, deck, Event Center, restrooms, Team Dining Room, storage and equipment rooms, and back halls, to ensure compliance with department standards.
• Perform weekly walkthroughs with department heads of respective areas, tracking areas of focus and timelines for completion, and setting follow-up inspections to ensure work is complete.
• Coordinate contract cleaning services as needed and participate in regular meetings with 3rd party representatives to review schedules, areas of focus, and inspection of work.
• Review VIP arrivals and participate in room assignments and inspections with Housekeeping.
• Oversee preventative maintenance and interval cleaning programs throughout the facility.
• Review and approve weekly schedules for all departments within the area of responsibility to ensure correct staffing levels for anticipated business volumes.
• Participate as a panel member on Seneca Gaming Corporation’s Board of Review as needed.
• Effectively communicate both verbally and in writing with all levels of guests, employees, peers, and the executive team.
• Participate in the Manager on Duty program as required.
• Maintain confidentiality of information at all times.

Standard Requirements

• Develop, mentor, and train enrolled Seneca Nation members for future senior management positions within the company.
• Oversee departmental administrative matters and ensure HR is consulted as appropriate.
• Meet with staff regularly and with the entire department no less than quarterly, or 4 times per year.
• Ensure effective recruitment, hiring, training, recognition, evaluation, coaching, discipline, terminations, and other personnel-related issues.
• Ensure the department adheres to all company policies and internal controls, including Compact, Human Resources, TERO compliance guidelines, and Purchasing.
• Participate in the preparation of annual budgets and monitor to ensure attainment of goals.
• Participate in monthly financial reviews and monitor departments to stay within operational budgets.
• Manage labor and scheduling to ensure adequate coverage at all times while minimizing overtime.
• Liaise with other department/company management to ensure consistency and smooth flow of information, policies, and procedures.
• Set department goals for guest survey scores, secret shops, TM survey participation, and overall TM survey scores, and work with department heads to drive results.
• Coordinate monthly discussions with support departments to address opportunities for better working relationships and communication, including Beverage, Building Services, Property Operations, Stewarding, and Security.
• Conduct regular assessments of team uniforms to ensure consistent, professional attire at all times in delivering AAA Four Diamond standards.
• Review with department heads any uniform and/or grooming standards that are in violation and plan accordingly to replace worn uniform pieces as needed.
• Maintain a strong network of contacts throughout the industry to facilitate both formal and informal gathering of information.
• Run the department and design policies and training that result in exceptional customer service to all patrons.
• Maintain a professional work environment with supervisors, managers, and staff.
• Stay abreast of industry trends, new technology, and practices as they relate to the area(s) of responsibility.
• Complete all required SGC Training programs within nine (9) months from commencement of employment.
• Attend all necessary meetings to stay informed, including company and community meetings.
• Oversee a 24/7 operation, with hours extending up to sixty (60) hours per week or more, including work weeks of six (6) or seven (7) days. Be on-call and accessible 24/7.
• Perform any other duties as assigned.

Qualifications

• Must be 18 years of age or older upon employment.
• High School diploma or equivalent required.
• Bachelor’s Degree required, preferably in Hospitality Management or Business.
• Must have at least ten (10) years of hospitality management experience with a minimum of five (5) years at the Manager/Director level (Front Desk and Housekeeping experience required) of a full-service hotel or casino hotel.
• Must demonstrate an advanced, working knowledge and understanding of various hotel operating systems. Preferred systems include LMS, Lodgenet, TimeLox, but others are acceptable.
• Must possess the financial knowledge necessary for the creation and adherence to departmental budgets.
• Must have proficient computer skills.
• Must have excellent customer service skills.
• Must possess and maintain a valid driver’s license and be able to substantiate a safe driving record within the parameters acceptable to our liability insurance carrier.

Skills

• Excellent communication skills.
• Ability to resolve problems/conflicts in a diplomatic and tactful manner.
• Interpersonal and negotiating skills necessary to manage others and communicate with all levels of management and clientele.
• Ability to use discretion and maintain confidentiality when handling sensitive material.
• Ability to plan long-term goals and possess the financial knowledge necessary to develop and maintain detailed financial records.

Physical Requirements and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate. When on the casino floor, the noise levels increase to loud.
• Must be able to work in an environment where smoking is permitted.
• Must be able to stand, walk, and move through all areas of the casino/hotel.
• Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino/hotel environment and effectively deal with customers, management, employees, and members of the business community in all situations.
• Maintain a professional image at all times through appearance, character, and dress.
• Must have adequate manual dexterity to operate office equipment.
• Occasional light lifting required.
• Occasional travel necessary.

Pay

Starting Rate: $143,936.95. Compensation is negotiable based on experience and education.