Executive Director of Hotel Operations

Seneca Gaming Corporation; City of Niagara Falls (NY); On-site; USD 130,000 - 158,000; Full time

Job summary

Seneca Gaming Corporation seeks an Executive Director of Hotel Operations to manage hotel departments, directing and administering operations to deliver first-class service and accommodations. The role oversees EVS, Front Desk, Housekeeping, VIP, and Transportation while ensuring profitability within budgets.

The candidate must have extensive hospitality management experience, a Bachelor’s degree preferred, and a track record of leading large teams, budgeting, and implementing standards aligned

Qualifications

• Must be 18 years of age or older.
• Bachelor’s Degree preferred in Hospitality Management or Business.
• High School diploma or equivalent required.
• At least ten years of hospitality management experience with five years at the Director level.
• Experience with hotel operations systems is preferred.

Responsibilities

• Prepare accurate reports and budgets and ensure adherence to budgets.
• Oversee and improve guest service, housekeeping, front desk, and other hotel operations.
• Direct training and development of staff; lead performance reviews and coaching.
• Coordinate with maintenance, safety, and third-party service providers.
• Supervise scheduling and staffing to meet business volumes while controlling overtime.
• Participate in governance and policy discussions at the management level.
• Maintain confidentiality and ensure compliance with company policies.
• Ensure AAA Four-Diamond standards in service and facilities.

Skills

Leadership

Budgeting

Operations management

Customer service

Education

Bachelor’s degree in Hospitality or Business

High School diploma or equivalent

Tools

Hospitality management systems

Job description

Great teams make the #Best8Hours of your day. At Seneca Resorts & Casinos, we work hard, celebrate often, and build a culture people actually want to be part of.

The Executive Director of Hotel Operations, both personally or through subordinates, directs and administers Hotel operations ensuring first class service and accommodations. Incumbent has departmental oversight of, but not limited to, EVS, Front Desk, Housekeeping, VIP and Transportation. All functions will be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• 1. Prepare accurate and informative reports containing conclusions and recommendations; prepare detailed financial reports and ensure compliance with established budgets.
• 2. Verify and administer MMS approval requests.
• 3. Direct investigation into causes of guest complaints and employee issues and respond accordingly.
• 4. Provide training and manage daily operations to ensure AAA Four diamond-level service is met or exceeded by all individuals while maintaining profitability levels to budgetary guidelines.
• 5. Daily walkthroughs of all responsible areas, including public space, Spa/Salon, fitness center, pool, deck, Event Center, restrooms, Team Dining Room, storage and equipment rooms and back halls, to ensure compliance of department standards.
• 6. Weekly walkthroughs with department heads of respective areas, tracking areas of focus and timelines for completion and setting follow up inspections to ensure that work is complete.
• 7. Coordinate contract cleaning services as needed and participate in regular meetings with 3rd party representatives to review schedules, areas of focus and inspection of work.
• 8. Review VIP arrivals and participate in room assignments and inspections with Housekeeping.
• 9. Oversee preventative maintenance and interval cleaning programs throughout the facility.
• 10. Review and approve weekly schedules for all departments within area of responsibility, to ensure correct staffing levels for anticipated business volumes.
• 11. Participate as a panel member on Seneca Gaming Corporation’s Board of Review as needed.
• 12. Effectively communicate both verbally and written with all levels of guests, employees, peers, and the executive team.
• 13. Participate in the Manager on Duty program as required.
• 14. Maintain confidentiality of information at all times.

STANDARD REQUIREMENTS:

• 1. Develops, mentors and trains enrolled Seneca Nation members for future senior management positions within the company.
• 2. Oversees departmental administrative matters and ensures HR is consulted as appropriate. Meets with staff on a regular basis and with entire department no less than quarterly, or 4 (four) times per year.
• 3. Ensures effective recruitment, hiring, training, recognition, evaluation, coaching and discipline, terminations and other personnel related issues.
• 4. Responsible for ensuring the department adheres to all company policies and internal controls, including but not limited to Compact, Human Resources, TERO compliance guidelines and Purchasing.
• 5. Participates in the preparation of annual budgets and monitors to ensure attainment of goals.
• 6. Participates in monthly financial review and monitors departments to stay within operational budgets.
• 7. Manages labor and scheduling to ensure adequate coverage at all times while minimizing overtime.
• 8. Liaise with other department/company management to ensure consistency and smooth flow of information, policies and procedures.
• 9. Sets department goals for guest survey scores, secret shops, TM survey participation and overall TM survey scores and works with department heads to drive results.
• 10. Coordinates monthly discussions with support departments to address opportunities for better working relationships and communication, including Beverage, Building Services, Property Operations, Stewarding, and Security.
• 11. Regular assessments of team uniforms to ensure consistent, professional attire at all times in delivering AAA Four diamond standards. Review with department heads of any uniform and/or grooming standards that are in violation and plan accordingly to replace worn uniform pieces as needed.
• 12. Maintains a strong network of contacts throughout the industry to facilitate both formal and informal gathering of information.
• 13. Runs the department and design policies and training that result in exceptional customer service to all patrons. Maintains a professional work environment with supervisors, managers and staff.
• 14. Keeps abreast of industry trends, new technology and practices as they relate to his/her area(s) of responsibility.
• 15. Must complete all required SGC Training programs within nine (9) months from commencement of employment.
• 16. Attends all necessary meetings to stay informed; including company and community meetings.
• 17. Oversees an operation that is 24/7 and requires hours that can extend up to sixty (60) hours per week or more, and be inclusive of work weeks that consist of six (6) or seven (7) days. This individual is on-call and requires accessibility 24/7.
• 18. Perform any other duties as assigned.

QUALIFICATIONS/REQUIREMENTS:

Education/Experience:

• 1. Must be 18 years of age or older upon employment.
• 2. High School diploma or equivalent required. Bachelor’s Degree required, preferably in Hospitality Management or Business.
• 3. Must have at least ten (10) years hospitality management experience with a minimum of five (5) years at the Manager/Director level (Front desk and Housekeeping experience required) of a full service hotel or casino hotel.
• 4. Must demonstrate an advanced, working knowledge and understanding of various hotel operating systems. Preferred systems of LMS, Lodgenet, TimeLox but others are acceptable.
• 5. Must possess the financial knowledge necessary for the creation and adherence to departmental budgets.
• 6. Must have proficient computer skills.
• 7. Must have excellent customer service skills.
• 8. Must possess and maintain a valid driver’s license and be able to substantiate a safe driving record within the parameters acceptable to our liability insurance carrier.

Language Skills and Reasoning Ability:

• 1. Must possess excellent communication skills.
• 2. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
• 3. Must possess interpersonal and negotiating skills necessary to manage others and communicate with all levels of management and clientele.
• 4. Ability to use discretion and maintain confidentiality when handling sensitive material.
• 5. Ability to plan long-term goals and the financial knowledge necessary to develop and maintain detailed financial records.

Physical Requirements and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. When on the casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted.
1. Must be able to stand, walk, and move through all areas of the casino/hotel.
2. Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino/hotel environment and effectively deal with customers, management, employees, and members of the business community in all situations.
3. Maintains a professional image at all times through appearance, character, and dress.
4. Must have adequate manual dexterity to operate office equipment.
5. Occasional light lifting required.
6. Occasional travel necessary.

Salary Starting Rate:

$143,936.95

Compensation is negotiable based on experience and education.

Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.