Director of Hotel Operations

THE KEY HOTEL

HILTON GARDEN INN DUBUQUE

Q CASINO + RESORT

Director of Hotel Operations

The Dubuque Racing Association (DRA) seeks a results‑driven Director of Hotel Operations to lead day‑to‑day performance of a unique dual‑branded property operating under two distinct Hilton flags:
Hilton Garden Inn and the boutique‑focused Key Hotel a Tapestry Collection by Hilton. This leader will be accountable for guest experience, brand standards compliance across both flags, departmental P&L, and team performance, while partnering closely with DRA's executive team to advance the property's role in a broader gaming, hospitality, and entertainment ecosystem that includes Q Casino + Resort and the Back Waters Amphitheater.

• Direct daily operations across all hotel departments — Front Office, Housekeeping, Engineering, and Guest Services — for both the Hilton Garden Inn and Tapestry Collection sides of the dual‑branded property.
• Own brand standards compliance and quality audit performance (Hilton QA / GSS scores) across both flags, managing the operational nuances of a select‑service brand (Hilton Garden Inn) alongside a soft, boutique‑positioned brand (Tapestry Collection).
• Drive RevPAR, ADR, and occupancy performance in coordination with revenue management and sales leadership, with a focus on shifting mix toward group and casino‑player segments.
• Manage hotel operating budget, labor cost controls, and capital expenditure planning in partnership with the CFO and ownership.
• Recruit, develop, and retain department heads and frontline leadership; build a service culture consistent with both Hilton brand promises.
• Serve as primary property liaison for Hilton brand representatives, franchise compliance visits, and PIP (Property Improvement Plan) coordination.
• Collaborate with Q Casino's player development and marketing teams to integrate casino‑host comp programs, ADT‑based offers, and cross‑property guest journeys.
• Partner with the Director of Hospitality Sales on group block strategy, corporate account servicing, and the bus/motorcoach program.
• Lead emergency preparedness, safety, and risk management protocols in accordance with brand and DRA standards.

Required:

• Bachelor's Degree in Hospitality Management, Business Administration, or related field; equivalent experience considered.
• Minimum 5–7 years of progressive hotel operations leadership experience, including at least 2–3 years in a Director of Operations, Assistant General Manager, or General Manager role.
• Proven track record managing P&L, labor models, and brand quality scores in a branded, full‑service or select‑service environment.
• Experience operating within a casino‑resort, gaming, or entertainment‑adjacent hospitality environment strongly preferred.
• Strong working knowledge of franchise brand standards, audit processes, and PIP cycles.
• Demonstrated ability to lead multi‑department teams and build a high‑accountability service culture.

• Direct operational experience within Hilton‑family brands (Hilton Garden Inn, Hampton, Embassy Suites, Tapestry Collection, or other Hilton flags), including familiarity with Hilton's OnQ systems, brand standards portal, and GSS guest satisfaction methodology.
• Prior experience operating or overseeing a dual‑branded or multi‑brand property, balancing distinct service standards and guest expectations under one roof.
• Familiarity with Tapestry Collection's soft‑brand positioning and its emphasis on local character, design‑forward guest experience, and boutique‑style service delivery.
• Experience in a tribal, commercial, or nonprofit gaming environment, with an understanding of casino‑driven hotel demand and comp‑based revenue models.

Both Hotel’s sit at the center of Dubuque's riverfront entertainment district, directly connected to Q Casino + Resort and steps from the newly opened Back Waters Amphitheater and Lock 11. This is a rare opportunity to lead a dual‑branded Hilton property within a mission‑driven, nonprofit gaming organization reinvesting in community development — including the Schmitt Island mixed‑use expansion — while operating at the intersection of two distinct, growing Hilton brand experiences.