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Director, Hotel Operations

Company: San Manuel Casino
Location: Highland
Posted on: September 14, 2020

Job Description:

location Highland, California, United States of America type Full time

Under the direction of the Vice President of Hotel Operations, the Director of Hotel Operations runs the hotel as an integral part of the gaming operation. The Director of Hotel Operations ensures all activities of the hotel are in accordance with San Manuel’s objectives, while monitoring guest service and productivity standards with the objective of achieving revenue goals for the casino and hotel along with providing best in class guest service. The Director of Hotel Operations is responsible for the overall management, training, employee engagement, direction and service of the Front Desk Services, Concierge, and Housekeeping departments. Essential Duties & Responsibilities

1. Directs assigned hotel operational functions, ensuring alignment with the strategic plan and vision. Develops business plans that support enterprise initiatives and enhance quality and service, associated costs, employee development, retention strategies and employee productivity benchmarks. Ensures effective structures, processes, positions, and performance management systems are in place for all hotel operations.

2. Partners with the VP of Hotel Operations and respective enterprise leadership to coordinate and monitor progress of all major hotel projects such as renovations, capital expenditures, equipment changeovers. Actively conducts and participates in research, development, evaluation and implementation of new products, services, technology and processes to ensure competitive position in anticipation of changing guest’s needs within the dynamic hospitality/gaming environment.

3. Monitors fiscal budget, KPI’s yield management of hotel inventory, operations of assigned departments and marketing strategies to produce both short-term and long-term profitability. Monitors all departmental expenses and is prepared to justify expenditures in monthly variance meetings. Prepares Hotel annual budget. Assists with preparation of revenue and occupancy forecasting.

4. Actively monitors advance sales to prevent reservation conflicts with other departments’ events and schedules. Monitors oversold dates to ensure maximization of room revenue. Maximizes room revenue and occupancy by reviewing daily status. Analyzes rate variance, monitors credit reports and maintains close observation of daily house count. Monitors selling status of house daily, i.e. flash report, allowances, etc.

Attends daily and monthly Rooms Merchandizing meetings. Completes monthly forecasts. Develops strategic plans based on the master calendar in alignment with Marketing.

5. Directs the delivery and measurement of guest services within assigned departments consistent with the enterprise’s core service standards. Conducts sign-off of all Service Standards by position. Ensures the maintenance and execution of best-in-class service and drives results through staff professional development and appropriate training programs that monitors results through evaluation, inspection, and analysis. Interfaces with team members frequently and keeps open communication in order to ensure a cohesive, consistent workforce that understands and provides guest service at an exceptional level. Provides vision and direction for department management for all assigned departments.

6. Mentors department leadership, and establishes the parameters that empower and develop managers/supervisors with the authority to accomplish the duties of their assigned positions. Prepares department leadership for succession through development of key identified areas.

7. Responds accordingly to all guest requests, problems, complaints and/or accidents promptly and in a courteous manner. Follows-up on outstanding issues to ensure guest satisfaction. Monitors and supports the VIP and guest request processes as well as their respective recognition programs.

8. Monitors all department standards of safety, cleanliness and maintenance to ensure compliance. Works closely with Facilities & EVS to ensure housekeeping/laundry cleaning, sanitation, and presentation standards are met, as well as avoidance of schedule conflicts with other departments.

9. Oversees and partners with management of assigned areas to ensure efficient and appropriate staffing, employee development and training, performance management, and policy enforcement. Actively supports Human Resources with recruiting efforts, and ensures all respective management are compliant with interviewing and hiring policies and procedures.

10. Performs other duties as assigned to support the efficient operation of the department.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education/Experience/Qualifications

Bachelor’s Degree required.

Degree in hospitality, business administration or related field preferred.

Background in Rooms and Food & Beverage Operations required.

Seven (7) years of hotel operations experience in a luxury 4 Diamond hotel, and five (5) years’ supervisory/management experience required.

Excellent technical skills to include MS Office, PMS system, Dephi and Oracle.

Experience budgeting and forecasting for Rooms and Food & Beverage revenues, Cost of Sales, Direct Expenses, labor productivities and capture ratios.

Certificates/Licenses/Registrations

At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.

A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the company’s insurance carrier.

San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans w

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!

Get tailored job recommendations based on your interests. Location Highland, California, United States of America Full time

Location Highland, California, United States of America Full time

Location Highland, California, United States of America Full time

Location Highland, California, United States of America Full time

Location Highland, California, United States of America Full time

Location Highland, California, United States of America Full time

Working at San Manuel San Manuel is one of the area’s largest employers, continually investing in our people and community. An economic development of the San Manuel Band of Mission Indians, our casino and restaurants are an entertainment destination, with a resort hotel and concert hall under construction.

Keywords: San Manuel Casino, Highland , Director, Hotel Operations, Other , Highland, California

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