Director of Hotel Operations

at  Cliff Castle Casino

POSITION: DIRECTOR OF HOTEL OPERATIONS

POSITION SUMMARY: Responsibleforsuccessful overalldirection,administration, andcoordinationofall activitiesoftheHotel, Lodge, Sales, Gift Shop, and Casino Housekeeping inaccordance with the CCCH’sestablishedpolicies,procedures,andcontrols.

ESSENTIAL DUTIES: Specific areas of responsibility included, but not limited to:

• In coordination with the General Manager, create, develop, and implement an effective strategy for hotel operations coordinating with all levels of hotel staff to achieve the business goals.
• Responsible to ensure hotel sales team is working collaboratively with banquet staff.
• Ensure positive, personalized guest experiences. Utilize guest feedback to improve service delivery. Serve as a brand and service culture advocate and ensure the intent of the brand is reflected in the guest experience; communicate a clear and consistent message regarding the hotel.
• Plan and manage the short and long-term goals of profitability of all hotel operations. Deliver value through strong financial management that drives revenue, profitability, and market share. Create, review, authorize, and monitor budget to ensure results are achieved in both revenue and expense management.
• Prepare financial forecasts and yearly budget; monitor hotel P&L to budget to ensure effective labor controls and supplies expense.
• Initiate resolutions and strategies when challenges occur in customer satisfaction, operations, performance, sales, and implement appropriate resolutions and adoption of standards and practices.
• Implement analytical and interpersonal skills at all levels of performance, in order to handle sensitive or serious situations, inquiries, complaints, and requests in a timely and appropriate manner.
• Maintain a quality assurance plan for the hotel’s ongoing activities and strategies within the daily operations and coordination and support of CCCH’s gaming establishment.
• Maintain adequate staff levels to meet business demands through effective hiring, on-boarding, training, coaching, evaluations, motivating, performance management, staff advancement, and employment separations.
• Assist with the on-going training and development of hotel Team Members; ensure the new hire training process effectively prepares new Team Members for their positions.
• Perform additional duties, as assigned.

QUALIFICATIONS:

1) Education:
a) High School diploma or equivalent, required.
b) 10 years’ experience in a directorial position, required.
c) Bachelor’s Degree in Business Administration, Hospitality, or Hotel Administration; and/or equivalent combination of education and experience, required.
1) Work Experience:
a) Minimum 5 years’ experience in hotel management, required.
b) Additional education and/or related work experience may substitute for the minimum requirements of this position.
3) Knowledge, Skills, and Abilities:
a) Demonstrated financial and business acumen in a gaming/hotel management position through pre-opening and opening experience.
b) Professional involvement with a sales strategy/process with an emphasis in branding and positioning hotel as a destination.
c) Strong computer skills (Microsoft Office, POS, reservation tracking systems).
d) Excellent communication (verbal, written) skills and be fluent (read, write, speak) in English. Bilingual in Spanish/English, preferred).
e) Able to maintain professional composure in fast-paced, high-stress environment and de-escalate tense situations.
4) Be at least 18 years of age.
5) Able to demonstrate eligibility to work in the U.S.
6) Participate and pass pre-employment drug screening and background investigation to obtain and maintain a valid Gaming License.
7) Able to communicate and interact with Guests, Team Members, and colleagues in a professional and courteous manner.
8) Must be available to work all shifts, weekends, and holidays as deemed necessary

• In coordination with the General Manager, create, develop, and implement an effective strategy for hotel operations coordinating with all levels of hotel staff to achieve the business goals.
• Responsible to ensure hotel sales team is working collaboratively with banquet staff.
• Ensure positive, personalized guest experiences. Utilize guest feedback to improve service delivery. Serve as a brand and service culture advocate and ensure the intent of the brand is reflected in the guest experience; communicate a clear and consistent message regarding the hotel.
• Plan and manage the short and long-term goals of profitability of all hotel operations. Deliver value through strong financial management that drives revenue, profitability, and market share. Create, review, authorize, and monitor budget to ensure results are achieved in both revenue and expense management.
• Prepare financial forecasts and yearly budget; monitor hotel P&L to budget to ensure effective labor controls and supplies expense.
• Initiate resolutions and strategies when challenges occur in customer satisfaction, operations, performance, sales, and implement appropriate resolutions and adoption of standards and practices.
• Implement analytical and interpersonal skills at all levels of performance, in order to handle sensitive or serious situations, inquiries, complaints, and requests in a timely and appropriate manner.
• Maintain a quality assurance plan for the hotel’s ongoing activities and strategies within the daily operations and coordination and support of CCCH’s gaming establishment.
• Maintain adequate staff levels to meet business demands through effective hiring, on-boarding, training, coaching, evaluations, motivating, performance management, staff advancement, and employment separations.
• Assist with the on-going training and development of hotel Team Members; ensure the new hire training process effectively prepares new Team Members for their positions.
• Perform additional duties, as assigned