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.

ESSENTIAL 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.

QUALIFICATIONS:

Required Qualifications: 

• 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.)

 Licenses & Certifications: 

• Nevada Gaming license
• Alcohol awareness card

WORK SCHEDULE/HOURS:

• Varies

PHYSICAL REQUIREMENTS:

• Must have the physical ability to access all areas of the facility; move, lift, carry, push, pull, and place objects; withstand prolonged standing, stretching, bending, kneeling, lifting, and carrying items weighing at least 50 lbs. without restriction.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Physical stamina and proper mental attitude to work under pressure; work indoors and outdoors, as well as being exposed to hot/cold surfaces, steam, and wet floors.
• Most work tasks are performed indoors; however, there are events where outdoor activities are required. Indoor temperatures are moderate and controlled by internal environmental systems.
• Must be able to work in a fast-paced, busy, and noisy environment.

DISCLAIMER:

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties and responsibilities may be modified at any time to meet business needs.

Plaza Hotel & Casino is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination and harassment. Employment decisions are made without regard to any characteristic protected by applicable federal, state, or local law.

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Nothing in this job description creates a contract of employment, expressed or implied, or alters the at-will employment relationship.