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About the Role

The Executive Director of Hotel Operations directs and administers hotel operations, ensuring first-class service and accommodations. This role has oversight of EVS, Front Desk, Housekeeping, VIP, and Transportation, all within company policies and objectives.

Responsibilities

Prepare accurate and informative reports with conclusions and recommendations.
Prepare detailed financial reports and ensure compliance with established budgets.
Verify and administer MMS approval requests.
Direct investigation into causes of guest and employee issues and respond accordingly.
Provide training and manage daily operations to ensure AAA Four Diamond-level service is met or exceeded while maintaining profitability.
Conduct daily walkthroughs of all responsible areas to ensure compliance with department standards.
Conduct weekly walkthroughs with department heads, tracking areas of focus and timelines for completion.
Coordinate contract cleaning services and participate in meetings with third-party representatives.
Review VIP arrivals and participate in room assignments and inspections with Housekeeping.
Oversee preventative maintenance and interval cleaning programs.
Review and approve weekly schedules for all departments to ensure correct staffing levels.
Participate as a panel member on the Seneca Gaming Corporation’s Board of Review.
Effectively communicate verbally and in writing with all levels of guests, employees, peers, and the executive team.
Participate in the Manager on Duty program as required.
Maintain confidentiality of information at all times.
Develop, mentor, and train enrolled Seneca Nation members for future senior management positions.
Oversee departmental administrative matters and ensure HR is consulted as appropriate.
Ensure effective recruitment, hiring, training, recognition, evaluation, coaching, discipline, terminations, and other personnel-related issues.
Ensure the department adheres to all company policies and internal controls.
Participate in the preparation of annual budgets and monitor attainment of goals.
Participate in monthly financial reviews and monitor departments to stay within operational budgets.
Manage labor and scheduling to ensure adequate coverage while minimizing overtime.
Liaise with other department/company management to ensure consistency and smooth flow of information, policies, and procedures.
Set department goals for guest survey scores, secret shops, and TM survey participation, and work with department heads to drive results.
Coordinate monthly discussions with support departments to address opportunities for better working relationships and communication.
Conduct regular assessments of team uniforms to ensure consistent, professional attire.
Maintain a strong network of industry contacts.
Run the department and design policies and training that result in exceptional customer service.
Maintain a professional work environment with supervisors, managers, and staff.
Stay abreast of industry trends, new technology, and practices.
Complete all required SGC Training programs within nine months of employment.
Attend all necessary meetings to stay informed.
Oversee a 24/7 operation requiring extended hours (up to 60+ per week), including six or seven-day work weeks.
Be on-call and require accessibility 24/7.
Perform any other duties as assigned.

Requirements

Must be 18 years of age or older.
High School diploma or equivalent required.
Bachelor’s Degree required, preferably in Hospitality Management or Business.
At least ten years of hospitality management experience.
Minimum of five years at the Manager/Director level in a full-service hotel or casino hotel.
Front desk and Housekeeping experience required.
Advanced, working knowledge and understanding of various hotel operating systems (LMS, Lodgenet, TimeLox preferred).
Proficient financial knowledge for the creation and adherence to departmental budgets.
Proficient computer skills.
Excellent customer service skills.
Possess and maintain a valid driver’s license and a safe driving record.
Excellent communication skills.
Ability to resolve problems/conflicts diplomatically and tactfully.
Interpersonal and negotiating skills necessary to manage others and communicate with all levels of management and clientele.
Ability to use discretion and maintain confidentiality.
Ability to plan long-term goals and develop/maintain detailed financial records.
Ability to stand, walk, and move through all areas of the casino/hotel.
Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced environment.
Maintain a professional image at all times.
Adequate manual dexterity to operate office equipment.
Occasional light lifting required.
Occasional travel necessary.

Skills

Hospitality Management
Financial Reporting
Budget Management
Guest Relations
Employee Relations
Training and Development
Operations Management
Staff Scheduling
Communication Skills
Interpersonal Skills
Negotiating Skills
Problem-Solving
Conflict Resolution
Computer Proficiency
Customer Service
Driver's License
Confidentiality

Location

Seneca Resorts & Casinos

Work Type

Full-time
On-call

Experience Level

Director Level
Manager Level

Education Level

High School Diploma or Equivalent
Bachelor's Degree

Salary/Compensations

$143,936.95
Compensation is negotiable based on experience and education.

About the Company

At Seneca Resorts & Casinos, we work hard, celebrate often, and build a culture people actually want to be part of.
We are part of the Seneca Gaming Corporation.