Manager, Hotel and Resort Services

As a key member of the hotel leadership team, the Manager, Hotel and Resort Services drives the guest experience through effective leadership of Front Office and Resort Services, while optimizing operational efficiency, revenue growth, and profitability!

The Manager, Hotel and Resort Services is responsible for the overall leadership and operational execution of the Hotel Front Office and Resort Services teams to ensure exceptional guest experience, operational efficiency and alignment with strategic initiatives and objectives. This position is also responsible for maximizing room revenue and profitability, meeting or exceeding revenue goals and managing budgeted expenses.

• Provides strategic oversight of the Hotel Front Office, and Resort Services.
• Ensures seamless daily operations across a 750+ room property with high guest turnover and continuous occupancy cycles.
• Develops and implements operational standards that support service excellence, efficiency, and guest satisfaction.
• Monitors occupancy levels, guest flow, room readiness, and service delivery to ensure operational alignment with casino and resort demand patterns.
• Maintains consistent operational coverage across all shifts based on labor demands.
• Ensures compliance with policies, procedures, safety procedures, and regulatory requirements.

• Maintains service standards that support a premium guest experience.
• Monitors guest feedback, service recovery trends, and satisfaction scores to identify opportunities for improvement.
• Leads service recovery efforts for escalated guest concerns and ensures timely and effective resolution.
• Partners with casino operations, VIP services, and host teams to support high-value guest experiences.

• Reconciles monthly variances and forecasts to ensure alignment to budget.
• Identifies opportunities to improve operational efficiency while maintaining high service standards.
• Partners with revenue management to align room inventory and operational readiness with demand forecasts.
• Oversees night audit activities and timely reconciliation processes and leads coordination with Finance on revenue reconciliation to ensure accuracy and integrity of financial reporting.

• Provides leadership and direction to department managers and supervisors.
• Builds a strong leadership team by coaching, mentoring, and developing frontline leaders.
• Fosters a culture of accountability, collaboration, and service excellence across teams.
• Ensures leaders are equipped to manage staffing, performance, scheduling, and team member engagement.
• Defines, communicates and holds team members accountable to performance goals and expectations.
• Provides coaching to develop and retain high-performance team members.
• Engages regularly with team members through attending department huddles, skip level meetings and outlet walk-throughs.
• Interviews, selects, hires, and promotes team members, plans training and development, manages or oversees all aspects of continuous performance management.

• Collaborates with Food & Beverage, Facilities, Security, Marketing, and Casino Operations to ensure a cohesive guest experience.
• Coordinates with Engineering/Facilities preventative maintenance programs, and capital projects.
• Partners with Human Resources on workforce planning, staffing strategies, and team member engagement initiatives.
• Supports enterprise initiatives and strategic projects impacting hotel operations.

• Bachelor’s degree in business administration, hospitality, or related field and 5+ years of hospitality experience in Guest Services, Hotel Front Desk, Call Center or Revenue Management.
• 3+ years of progressive people leadership experience and front-line teams.
• Experience managing operations is a large resort, casino hotel or full-service property with 500+ rooms strongly preferred.
• Experience with property management systems (PMS) and hotel operational technologies.
• Strong financial acumen and experience managing large operational budgets, including cash and comp revenues.
• Demonstrated ability to schedule and manage labor based on demand.
• Strong interpersonal communication skills and abilities to collaborate across varied departments.
• Demonstrated ability to manage multiple operational priorities simultaneously.

• A proven people leader with success building and leading high performing teams. Act as a leader of change and innovation across the business.
• Skilled in proactively assessing organizational performance and aligning solutions with strategic and cultural initiatives.
• Demonstrated success of strong relationship management and team building skills, with ability to influence leaders and team members at all levels within the greater organization. Experience with change management and rolling out small and large scale initiatives.
• Outstanding written, verbal, interpersonal,…