Under the supervision of the Director of Hotel Operations, the incumbent, either personally or through subordinates, manages operations for Front Desk, Bell Services, VIP Check-in, Valet, Housekeeping, and Spa Departments.
ESSENTIAL JOB FUNCTIONS: Maintain excellence in the three pillars of success: Team Member Satisfaction, Guest Satisfaction, and Financial Performance. Exhibit conduct in accordance with all Gaming Commission Regulations of Virginia Lottery policies and procedures. Monitor and justify expenditures by departments to ensure they meet budgetary guidelines. Interviews, hires, trains, schedules, appraises and supervises all directly assigned personnel. Oversees same for indirect reports. Develop, administer, and complete action plans for all points of review including Guest Satisfaction, Team Member Satisfaction, and Financial Adherence. Act as the main point of contact for ensuring guest feedback, and monitoring follow up in all areas of review including Medallia Surveys. Enforce compliance with administrative policies, procedures, safety rules and health regulations. Develop department members' knowledge and skills through education, training, coaching, corrective counseling, etc. Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations. Conduct personal behavior and select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company's Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication. Ensure appropriate staffing levels to best manage labor costs while maintaining outstanding guest service. Stays abreast of the current trends and practices within area of responsibility and communicates pertinent information to management, peers, direct reports and team members as appropriate. Ensure prompt and discreet notification to appropriate management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations. Promotes positive guest and employee relations at all times. Maintains a clean, safe, hazard-free work environment within areas of responsibility. Perform other duties as assigned. QUALIFICATIONS: A minimum of five (5) years of experience in a 4 Diamond casino/hospitality environment in a management capacity overseeing multiple hotel operations departments or an equivalent combination of education and experience is required. Preferred Bachelor's degree in Business, Hospitality, Finance, or related area of study. Preferred experience as a Director of Hotel Operations, Rooms Executive, General Manager, or equivalent level. Preferred background with the following systems: Microsoft Office Suite, LMS, Kronos and MMS. ADDITIONAL REQUIREMENTS: Preferred background with the following systems: Microsoft Office Suite, LMS, Kronos and MMS. Must have a strong grasp of Microsoft Excel. Must have experience developing and preparing departmental budgets for multiple departments, with an understanding of financial demands from evolving business conditions. Must have a proven track record of providing excellent Guest Service Scores in a 4 Diamond or better environment. Must also be able lead a quality improvement team to address areas of potential guest opportunity. Must have a strong understanding of processes and procedures involving Housekeeping and Casino Public Areas. Knowledge of Laundry Services, design and development, and project management preferred. Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience. Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals. Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional demeanor. Ability to work flexible schedules, including nights, weekends and holidays.
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