Chief Hotel Operations & Guest Experience Leader

Seneca Niagara Falls Gaming Corporation; United States; On-site; USD 130,000 - 158,000; Full time

Job summary

Seneca Gaming Corporation seeks an Executive Director of Hotel Operations to lead and coordinate all hotel functions, including EVS,Front Desk, Housekeeping, VIP and Transportation, ensuring first-class service and profitability.

This role directs daily operations, oversees budgets and staffing, mentors managers, participates in Board reviews, and maintains the company’s BEST Service Standards to deliver AAA Four Diamond guest experiences.

Qualifications

• Bachelor's degree in Hospitality Management or Business.
• At least ten years of hospitality management experience, with five years at manager/director level in a full-service hotel or casino hotel.
• Advanced knowledge of hotel operating systems such as LMS, Lodgenet and TimeLox.

Responsibilities

• Prepare accurate financial reports and ensure budgets are followed.
• Direct investigations into guest complaints and employee issues.
• Provide training and manage daily operations to meet AAA Four Diamond service and profitability.
• Conduct daily and weekly departmental walkthroughs and staffing reviews for service areas.
• Oversee maintenance, scheduling, and inter-department coordination; participate in board reviews as needed.

Skills

Customer service

Leadership

Communication

Interpersonal skills

Staff management

Budgeting

Education

Bachelor's Degree in Hospitality Management or Business

Tools

LMS

Lodgenet

TimeLox

Job description

Seneca Gaming Corporation seeks an Executive Director of Hotel Operations to lead and coordinate all hotel functions, including EVS,Front Desk, Housekeeping, VIP and Transportation, ensuring first-class service and profitability.

This role directs daily operations, oversees budgets and staffing, mentors managers, participates in Board reviews, and maintains the company’s BEST Service Standards to deliver AAA Four Diamond guest experiences.