Director of Hotel Operations

Description

The Director of Hotel Operations is responsible for directing and overseeing the daily operations of Hotel Operations; developing and initiating procedures, policies and operational controls, appraising and evaluating results of overall operations, maintaining and upgrading the appearance of assigned facilities and assisting in meeting the goals established for the property’s future operations, expected financial performance and overall department growth.

• Establish standards for personnel administration and performance, service to patrons, room rates, and advertising in conjunction with the Marketing Department.
• Formulate and administer a department budget.
• Work within the approved budget to develop and implement cost saving measures; contribute to profits and revenue; and conserve organizational resources.
• Interpret Financial Reports and provide expertise on (projected) revenue vs. expenses
• Monitor fluctuations and trends in business volumes to be used in short and long term forecasting.
• Review operation results of the organization, compare to established objectives and take steps to ensure that appropriate measures are taken to correct unsatisfactory results; support training and coach staff in the importance of quality customer service skills to ensure excellence for the ultimate in guest experience.
• Establish and monitor all staffing and FTEs and Overtime to meet established goals.

• Develop goals and objectives and monitor operating performance.
• Support gaming departments and players club with reservations and promotions to maximize overall business to the property.
• Dispense advice, guidance, direction and authorization to carry out major plans and procedures, consistent with established policies.
• Recommend or initiate personnel actions, such as promotions, transfers, discharges and disciplinary measures, as required.
• Submit a CAPEX report to the Finance Department annually.
• Implement opportunities for manager operational costs and boosting bottom line.
• Develop and administer policies promoting effective customer relations.
• Manage difficult or emotional situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments.
• Recognize employees for demonstrating excellent service initiative with guests and fellow employees.

• Maintain confidentiality.
• Accountable to team members and the organization, for example, attends all meetings and trainings.
• Display sensitivity to Native American Culture and actively seek to learn more about the Squaxin Island Tribe.
• Operate within the parameters of the Little Creek Casino Resort Human Resources’ policies, departmental policies, and all other applicable regulations.
• Practice, support, and maintain the mission, vision, and values of Little Creek Casino Resort (LCCR).
• Perform other work-related duties as assigned to support the success of LCCR.
• Learn and implement LCCR’s “7 Waterways” of best guest practices.
• Build upon and diligently practice personal emotional intelligence, including self-awareness, self-management, self-regulation, social awareness, and relationship management.
• Demonstrate emotional intelligence in your explicit behaviors in your interpersonal work relationships with all team members, managers and supervisors, and our guests.
• Uphold LCCR values of focusing on engagement, strengths, and emotional intelligence.

• Responsible for the overall direction, coordination, teamwork, morale, and evaluation of all staff.
• Oversees the development and maintenance of the training plans for all department positions and is responsible for developing a SIT Apprentice employee within the Hotel Department.
• Carries out supervisor responsibilities in accordance with the organization’s policies and applicable laws.
• Perform Employee Evaluations with proposed action plans. Establish a percentage matrix for merit based increases.
• Interpret company policies and provide a safe work environment by ensuring compliance with safety programs and job safety analysis.