Associate Director of Hotel Operations

Description

We don't just offer a place to stay; we create exceptional entertainment experiences. As a premium, Four-Diamond destination featuring 210 luxury guest rooms and suites with breathtaking mountain valley views, a vibrant world-class gaming floor, 9 distinct restaurants and lounges, a full-service Spa, and a premier 2,000-seat entertainment and events center, our scale is matched only by our culture. As a multi-year recipient of the Washington's Best Workplace award, we believe that delivering world-class hospitality begins with being an employer of choice.

The Associate Director of Hotel Operations provides comprehensive leadership, strategic alignment, and operational depth across these 24/7 hospitality departments. Reporting directly to the Director of Hotel Operations, this role ensures seamless cross-functional communication and operational continuity across multiple highly interdependent areas. The Associate Director fosters a supportive environment for their teams, drives the consistent execution of Four-Diamond service standards, and actively coaches frontline leaders to optimize both the guest experience and departmental performance.

• Department Leadership & Oversight:Direct, support, and oversee the daily operations and management of the Front Desk, Front Services, Guest Services, Housekeeping & Laundry, and property-wide Environmental Services (EVS) teams to ensure consistent execution of service standards.
• People Leadership & Culture Champion: Serve as the champion of our 250+ Team Members by empowering and guiding reporting managers and supervisors to consistently execute company people processes; ensure absolute alignment with our "employer of choice" values across the entire talent journey—including hiring, onboarding, continuous coaching, performance reviews, labor management, progressive policy enforcement, off-boarding, etc.
• Operational Resource Planning: Conduct forward-looking analysis of business volumes, forecasting trends, and event calendars to ensure all operating departments are fully equipped with proper staffing levels, logistical plans, and equipment to handle peak periods successfully.
• Cross-Departmental
  
  Collaboration:
  
  Partner closely with Sales, Food & Beverage, Marketing, and Casino teams to seamlessly synchronize hotel workflows with upcoming property events, group blocks, marketing promotions, and VIP guest requirements.
• Interdependency Management: Monitor and manage daily property workflows to balance the downstream effects that room inventory shifts, floor access changes, and maintenance projects have across all operational departments.
• Logistics & Project Planning: Collaborate closely with the Facilities department to schedule, track, and coordinate room maintenance, laundry projects, floor closures, and guest-impact initiatives such as construction, alarms, or window washing.
• Advanced Service Recovery: Direct the resolution of complex guest challenges, complaints, and service failures, empowering teams to deliver empathetic, prompt, and consistent solutions.
• Fiscal Stewardship & Budgetary Alignment: Oversee divisional budgeting, line-item expense management, and cost containment efforts; analyze financial reports and assist the Director of Hotel Operations with revenue forecasting and room rate analysis to ensure labor execution and operational purchasing align with overall property financial goals.
• Compliance, SOPs, & Internal Controls: Lead the ongoing development, oversight, and maintenance of all departmental policies, Standard Operating Procedures (SOPs), and internal controls; ensure operational compliance with applicable federal, gaming, and workplace safety regulations.
• Operational Coverage & Divisional Continuity: Step in actively during department manager absences, peak operational periods, or after-hours incidents to maintain frontline stability; serve as the primary point of contact for the hotel division in the absence of the Director of Hotel Operations, providing seamless cross-functional leadership support to the Sales and Spa & Wellness teams.
• Systems & Outage Resolution: Serve as the core point of contact for property system outages and Online Travel Agency (OTA) connectivity issues, ensuring coordinated communication and minimal friction during tech disruptions.
• Strategic Flexibility & Property Initiatives: Actively participate in broader hotel-wide projects and initiatives as needed; maintain the professional flexibility to support the property’s evolving business goals and step into high-level tasks that drive long-term organizational success.

• Competitive Pay: Starting salary of $113,019 - $124,320, depending on experience, with career growth potential up to $176,593 through annual performance based merit increases.
• Full Coverage: 100% employer-paid medical, dental, vision, and prescription coverage, plus competitive family rates starting after 60 days, with…