Manager, Hotel and Resort Services

About the Role

A key member of the hotel leadership team, the Manager of Hotel and Resort Services drives the guest experience through effective leadership of Front Office and Resort Services, while optimizing operational efficiency, revenue growth, and profitability.

Responsibilities

• Operational Leadership
  • Provides strategic oversight of the Hotel Front Office and Resort Services.
  • Ensures seamless daily operations across a 750+ room property with high guest turnover and continuous occupancy cycles.
  • Develops and implements operational standards that support service excellence, efficiency, and guest satisfaction.
  • Monitors occupancy levels, guest flow, room readiness, and service delivery to ensure operational alignment with casino and resort demand patterns.
  • Maintains consistent operational coverage across all shifts based on labor demands.
  • Ensures compliance with policies, procedures, safety procedures, and regulatory requirements.
• Guest Experience & Service Excellence
  • Maintains service standards that support a premium guest experience.
  • Monitors guest feedback, service recovery trends, and satisfaction scores to identify opportunities for improvement.
  • Leads service recovery efforts for escalated guest concerns and ensures timely and effective resolution.
  • Partners with casino operations, VIP services, and host teams to support high-value guest experiences.
• Financial & Business Performance
  • Reconciles monthly variances and forecasts to ensure alignment to budget.
  • Identifies opportunities to improve operational efficiency while maintaining high service standards.
  • Partners with revenue management to align room inventory and operational readiness with demand forecasts.
  • Oversees night audit activities and timely reconciliation processes.
  • Leads coordination with Finance on revenue reconciliation to ensure accuracy and integrity of financial reporting.
• Leadership & Team Development
  • Provides leadership and direction to department managers and supervisors.
  • Builds a strong leadership team by coaching, mentoring, and developing frontline leaders.
  • Fosters a culture of accountability, collaboration, and service excellence across teams.
  • Ensures leaders are equipped to manage staffing, performance, scheduling, and team member engagement.
  • Defines, communicates, and holds team members accountable to performance goals and expectations.
  • Provides coaching to develop and retain high-performance team members.
  • Engages regularly with team members through attending department huddles, skip-level meetings, and outlet walk-throughs.
  • Interviews, selects, hires, and promotes team members; plans training and development; manages or oversees all aspects of continuous performance management.
• Cross-Functional Collaboration
  • Collaborates with Food & Beverage, Facilities, Security, Marketing, and Casino Operations to ensure a cohesive guest experience.
  • Coordinates with Engineering/Facilities on preventative maintenance programs and capital projects.
  • Partners with Human Resources on workforce planning, staffing strategies, and team member engagement initiatives.
  • Supports enterprise initiatives and strategic projects impacting hotel operations.

Requirements

• Bachelor’s degree in business administration, hospitality, or related field and 5+ years of hospitality experience in Guest Services, Hotel Front Desk, Call Center, or Revenue Management.
• 3+ years of progressive people leadership experience with front-line teams.
• Experience managing operations in a large resort, casino hotel, or full-service property with 500+ rooms strongly preferred.
• Experience with property management systems (PMS) and hotel operational technologies.
• Strong financial acumen and experience managing large operational budgets, including cash and comp revenues.
• Demonstrated ability to schedule and manage labor based on demand.
• Strong interpersonal communication skills and ability to collaborate across varied departments.
• Demonstrated ability to manage multiple operational priorities simultaneously.

Leadership Competencies

• A proven people leader with success building and leading high-performing teams.
• Acts as a leader of change and innovation across the business.
• Skilled in proactively assessing organizational performance and aligning solutions with strategic and cultural initiatives.
• Demonstrated success in strong relationship management and team-building skills, with the ability to influence leaders and team members at all levels within the organization.
• Experience with change management and rolling out small- and large-scale initiatives.
• Outstanding written, verbal, interpersonal, coaching, and presentation skills with the ability to tailor messaging to the audience.
• Strong collaborator who influences effectively with a variety of internal and external stakeholders at all levels.

Benefits

• Comprehensive benefits package including medical, dental, life, and disability insurance.
• Onsite medical clinics and pharmacy.
• 401(k) retirement plan.
• Paid time off and wellness programs.
• Discounts on childcare, fuel, bus passes, and fitness memberships.
• Free uniforms and free uniform cleaning.
• Tuition reimbursement.

About Us

We're not just in the business of entertainment; we're in the business of crafting unforgettable experiences. We believe in the power of possibility, to unite and uplift, rallying around every triumph, big and small. At Mystic Lake and Little Six, every moment is a chance to be the experience. We value the diversity that everyone brings to the table, reflecting the diverse communities we proudly serve, represent, and invest in. Our values inspire us to learn, grow, thrive, and lead. Let's create moments that matter, celebrate diversity, and build a brighter future for all.