Manager Hotel Operations

Responsibilities

• Oversee all hotel operations, including front office, housekeeping, guest service, retail, call center, wardrobe, room attendants, house persons, bell staff, and Hotel Ops shift manager.
• Act as the on‑duty manager for hotel operations.
• Uphold and comply with company standards at all times, establishing a 5‑star service level.
• Manage staff, employee‑guest relationships, and resolve guest complaints in a courteous and rapid manner.
• Conduct accurate payroll and scheduling to meet business needs.
• Witness closing paperwork and manage money drops.
• Oversee day‑to‑day front office operations and coordinate front desk activities with Guest Relations and other departments for VIPs.
• Perform daily guest room inspections and maintain proper credit and cash bank procedures.
• Check cashier in and out, verify banks and deposits at shift end, and enforce all cash‑handling, check‑cashing, and credit policies.
• Control hotel inventories to achieve maximum sell‑out at maximum rate.
• Attend pre‑convention meetings and work closely with meeting planners to coordinate group activity.
• Recruit, hire, train, recognize, coach, and counsel personnel; ensure performance reviews for all employees are completed annually.
• Perform other assigned tasks as required.

• BA/BS in Business Administration, Marketing, Hotel and Restaurant Management, or a related field.
• Five (5) years of front office or hotel management experience, including three (3) years in a supervisory capacity at a high‑volume luxury property.
• Previous experience in a five‑star facility preferred.
• Previous experience in a resort casino environment preferred.
• Must obtain and maintain the appropriate license through the New York State Gaming Commission.

• Demonstrates strong supervisory, communication, organizational, and problem‑solving skills.
• Proficient in Microsoft Office.
• Ability to perform a variety of duties, adapt to changing tasks, and maintain composure under stress.

• Regularly required to talk or hear, stand, walk, sit, and use hands to handle objects, tools, or controls.
• Occasional reaching with hands and arms, climbing, balancing, stooping, stretching, bending, kneeling, crouching, or crawling.
• Requires close, distance, color, peripheral, and depth vision with the ability to adjust focus.
• Must lift or maneuver at least fifteen (15) pounds and endure prolonged sitting during the shift.

• Read, analyze, and interpret policy and procedure manuals and related documents.
• Respond to common inquiries from guests and team members.
• Fluency in English required; ability to write detailed instructions and correspondence.
• Effectively present information in one‑on‑one and small group settings.

• Compute complex mathematical calculations.
• Apply probability and statistical inference concepts.
• Use fractions, percentages, ratios, and proportions in practical situations.
• Analyze and maintain reports, applying strong decision‑making and problem‑solving skills under pressure and deadlines.

• Noise level typically moderate; increases to loud in back‑of‑house areas.
• Professional interaction with internal and external guests required.
• Work varies to reflect business needs, often requiring irregular schedules.

The Company is committed to achieving full equal opportunity and does not discriminate based on race, religion, color, sex, national origin, politics, marital status, physical disability, age, sexual orientation, or any other status protected by law. We welcome the strength of diversity in our workforce.

• $73,550 – $103,000