Director - Hotel Operations

POSITION SUMMARY: The Director of Hotel Operations is responsible for various departments within Hotel Operations, including but not limited to – Front Desk, Bell Desk, Call Center/PBX, and more. With such varying departments, the incumbent in this role must be experienced and great at multi-tasking since each day requires differing priorities while still monitoring all responsible departments. Guest service and satisfaction is the highest priority for this role, ensuring our guests are eager to return. The Director of Hotel Operations must ensure Team Members are executing Atlantis Service Standards consistently. This role must maintain our Forbes recommended and AAA 4-Diamond status for the resort.

In addition to day to day operations, the Director of Hotel Operations will work closely with the Director of Hotel Revenue to optimize hotel occupancy, and hotel revenue. They will be involved with selling strategies, overselling, inventory, rates, upsells, and overall hotel performance.

Top Specific Job Functions:

• Responsible for maintaining the Forbes Recommended, and AAA 4-Diamond statuses for the resort.
• Responsible for varying hotel operational departments – currently including Front Desk, Bell Desk, and Call Center/PBX operations.
• Determines and executes annual hotel strategy and business plan.
• Budgets and reviews, researches and analyzes department revenues and expenses.
• Ensures that Atlantis Service Standards are consistently delivered to increase customer satisfaction throughout the property from arrival to departure.
• Creates and implements department specific policies and procedures.
• Maintains and monitors occupancy data, and assists in maximizing room revenue through revenue/yield management.
• Maximizes efficiencies and looks for opportunities to improve operations.
• Reviews market trends and proposes necessary changes.
• Oversees the hiring, training, development and morale of Team Members.
• Identifies high potential talent and implements succession planning for the departments in Hotel Operations.
• Ensures that effective communication is consistently disseminating information and changes to supervisors, front-line team members, and other departments when needed.
• Performs other incidental and related duties as required and assigned.
• Other duties as assigned my management.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Education & Experience:

Required:

• Bachelors’ Degree or higher, in Hospitality or related field, or combination of comparable education and experience is required
• Minimum of 8 years’ experience in progressive hospitality roles
• Casino experience or experience with a large, Forbes rated properties preferred
• Excellent communication skills
• Competency in standard computer/office programs
• Additional knowledge in hospitality programs preferred (LMS, HotSOS, etc.)

WORK SCHEDULE/HOURS:

• Varies

PHYSICAL REQUIREMENTS:

• Must be able to sit or stand for long periods at a time. 
• May be required to do light lifting or carrying.
• Capable of working in a fast paced environment and in stressful situations.
• Must respond to multiple task interruptions and still provide service to internal and external customers in a professional and courteous manner. 
• May be required to walk and/or stand for long periods of time. 
• Must be flexible in work hours/days. 
• Must possess a valid driver’s license and a personal vehicle. 
• Must be available to work extended hours, nights and weekends.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Nevada Gaming license
• Alcohol awareness card

Plaza is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Plaza will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.