Director, Hotel Operations

Hard Rock International; Bristol (VA); On-site; USD 105,000 - 152,000; Full time

Job summary

Hard Rock International in Bristol, VA seeks a Director of Hotel Operations to lead Front Desk, Bell Services, VIP Check-in, Housekeeping, Rock Shops, Group Sales and Spa, under the VP of Non-Gaming Operations. You will drive guest and team member satisfaction while safeguarding financial performance.

The role requires at least five years in a 4‑Diamond casino/hospitality setting in a management capacity and a Bachelor’s degree in Business, Hospitality, or a related field.

Qualifications

• Minimum five (5) years of experience in a 4 Diamond casino/hospitality environment in a management capacity overseeing multiple hotel operations departments or equivalent.
• Preferred Bachelor’s degree in Business, Hospitality, Finance, or related area of study.
• Preferred background with systems: Microsoft Office Suite, LMS, Kronos, HotSOS (Hotel Maintenance) and MMS; strong grasp of Microsoft Excel.

Responsibilities

• Directs operations for Front Desk, Bell Services, VIP Check-in, Valet, Housekeeping, Rock Shops, Group Sales and Spa Departments.
• Maintain excellence in Team Member Satisfaction, Guest Satisfaction, and Financial Performance.
• Adhere to Gaming Commission Regulations of Virginia Lottery policies and procedures.
• Interview, hire, train, schedules, appraises and supervise personnel; oversee indirect reports.
• Develop, administer, and complete action plans for Guest Satisfaction, Team Member Satisfaction, and Financial Adherence.
• Ensure staffing levels and monitor labor costs while maintaining outstanding guest service.

Skills

Budget management

Guest service excellence

Leadership

Staff development

Project management

Education

Bachelor’s degree in Business, Hospitality, Finance

Tools

Microsoft Office Suite

LMS

Kronos

MMS

Microsoft Excel

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our full list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

DIRECTOR – HOTEL OPERATIONS JOB DESCPRIPTION AND RESPONSIBILITIES:

• Under the supervision of the VP of Non-Gaming Operations, the incumbent, either personally or through subordinates, directs operations for Front Desk, Bell Services, VIP Check-in, Valet, Housekeeping, Rock Shops, Group Sales and Spa Departments.
• Maintain excellence in the three pillars of success: Team Member Satisfaction, Guest Satisfaction, and Financial Performance.
• Exhibit conduct in accordance with all Gaming Commission Regulations of Virginia Lottery policies and procedures.
• Monitor and justify expenditures by departments to ensure they meet budgetary guidelines.
• Interviews, hires, trains, schedules, appraises and supervises all directly assigned personnel.
• Oversees same for indirect reports.
• Develop, administer, and complete action plans for all points of review including Guest Satisfaction, Team Member Satisfaction, and Financial Adherence.
• Act as the main point of contact for ensuring guest feedback, and monitoring follow up in all areas of review including Medallia Surveys.
• Enforce compliance with administrative policies, procedures, safety rules and health regulations.
• Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
• Conduct personal behavior and select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
• Ensure appropriate staffing levels to best manage labor costs while maintaining outstanding guest service.
• Stays abreast of the current trends and practices within area of responsibility and communicates pertinent information to management, peers, direct reports and team members as appropriate.
• Ensure prompt and discreet notification to appropriate management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
• Promotes positive guest and employee relations at all times.
• Maintains a clean, safe, hazard-free work environment within areas of responsibility.
• Perform other duties as assigned.

QUALIFICATIONS:

• A minimum of five (5) years of experience in a 4 Diamond casino/hospitality environment in a management capacity overseeing multiple hotel operations departments or an equivalent combination of education and experience is required.
• Preferred Bachelor’s degree in Business, Hospitality, Finance, or related area of study.
• Preferred experience as a Director of Hotel Operations, Rooms Executive, General Manager, or equivalent level.
• Preferred background with the following systems: Microsoft Office Suite, LMS, Kronos, HotSOS (Hotel Maintenance program and MMS. Must have a strong grasp of Microsoft Excel.

ADDITIONAL REQUIREMENTS:

• Preferred background with the following systems: Microsoft Office Suite, LMS, Kronos and MMS. Must have a strong grasp of Microsoft Excel.
• Must have experience developing and preparing departmental budgets for multiple departments, with an understanding of financial demands from evolving business conditions.
• Must have a proven track record of providing excellent Guest Service Scores in a 4 Diamond or better environment.
• Must also be able lead a quality improvement team to address areas of potential guest opportunity.
• Must have a strong understanding of processes and procedures involving Housekeeping and Casino Public Areas.
• Knowledge of Laundry Services, design and development, and project management preferred.
• Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional demeanor.
• Ability to work flexible schedules, including nights, weekends and holidays.

PAY RANGE:

$104,500 - $152,000/Salary

Be Iconic represents the roots of our culture. The Seminole Tribe of Florida remains the only unconquered tribe in the United States of America. The Tribe established Seminole Gaming in 1979, when it opened the first high-stakes bingo hall in the United States. Building on its rich heritage of courageous and groundbreaking achievements, the Seminole Tribe of Florida acquired Hard Rock International in March 2007—the first transaction of its kind by a Native American tribe. Today, Hard Rock International remains one of the most globally recognized companies in the world, with Hard Rock Hotel, Casino, Cafe and Rock Shop® venues in over 74 countries. With the continued growth of Seminole Gaming and Hard Rock International, Seminole Hard Rock Support Services was created to support all of our brands and lines of business. With the largest global footprint in the hospitality industry for over 50years, our number‑one job is to bring fun and excitement to our team members and our guests!