Hotel Manager (65505)

Catawba Two Kings Casino; United States; On-site; USD 90,000 - 140,000; Full time

Job summary

Catawba Two Kings Casino is seeking a seasoned Front Office leader to drive overall performance across Front Desk, Bell Services, PBX, Room Control, Night Audit, VIP Services and valet operations. Maintain AAA 4-Diamond guest experiences while optimizing revenue and labor efficiency.

You will lead pre-opening efforts, develop SOPs, and coordinate with IT, Housekeeping, Engineering, and Revenue Management to ensure seamless guest arrivals, departures, and in-house experiences with a focus on

Qualifications

• Minimum 3–5 years of progressive Front Office leadership in a casino resort.
• Experience at a high-volume, 4-star or AAA 4-Diamond property is required.
• Pre-opening experience is preferred.
• Bachelor’s degree in Hospitality Management or related field preferred; equivalent experience acceptable.

Responsibilities

• Direct all Front Office operations including Front Desk, Bell Services, PBX, Room Controllers, Night Audit, and VIP Services.
• Oversee third-party valet vendor performance, contracts, service standards, and compliance with property expectations.
• Ensure execution of AAA 4-Diamond service standards across all guest touchpoints.
• Manage daily arrivals/departures, room inventory, and coordination with Housekeeping and Engineering for room readiness.
• Oversee VIP arrivals, departures, and in-house experience; coordinate with Casino Host team and executive leadership.
• Supervise room control function including inventory management, upgrades, and yield optimization.
• Ensure accuracy and integrity of Night Audit processes, financial reporting, and system balancing.
• Manage PBX operations including call handling standards, emergency procedures, and guest request routing.
• Develop and implement SOPs, service standards, and operational workflows (including pre-opening setup).
• Hire, train, schedule, and manage departmental leaders and line staff; maintain productivity and labor standards.

Skills

Front Office Leadership

Casino Resort Experience

High-Volume Operations

Staff Training

Education

Bachelor's degree in Hospitality Management

Job description

Position

Responsible for overall leadership and performance of Front Office operations within a high-volume, 4-star casino resort. Direct oversight includes Front Desk, Bell Services, PBX, Room Control, Night Audit, VIP Services, and third-party Valet operations. Ensures seamless guest arrival, departure, and in-house experience aligned with AAA 4-Diamond service standards. Accountable for operational efficiency, guest satisfaction, revenue optimization, and team performance.

Key Responsibilities

• Direct all Front Office operations including Front Desk, Bell Services, PBX, Room Controllers, Night Audit, and VIP Services
• Oversee third-party valet vendor performance, contracts, service standards, and compliance with property expectations
• Ensure execution of AAA 4-Diamond service standards across all guest touchpoints
• Manage daily arrivals/departures, room inventory, and coordination with Housekeeping and Engineering for room readiness
• Oversee VIP arrivals, departures, and in-house experience; coordinate with Casino Host team and executive leadership
• Supervise room control function including inventory management, upgrades, out-of-order/out-of-service tracking, and yield optimization
• Ensure accuracy and integrity of Night Audit processes, financial reporting, and system balancing
• Manage PBX operations including call handling standards, emergency procedures, and guest request routing
• Develop and implement SOPs, service standards, and operational workflows (including pre-opening setup if applicable)
• Hire, train, schedule, and manage departmental leaders and line staff; maintain productivity and labor standards
• Monitor and respond to guest feedback, service recovery, and escalation resolution
• Collaborate with Revenue Management on rate strategy, inventory controls, and oversell management
• Oversee departmental budgets, labor costs, and operational KPIs (guest satisfaction scores, upsell revenue, check-in times, etc.)
• Ensure compliance with safety, security, and regulatory requirements within a casino environment
• Partner with IT and Systems teams to optimize PMS and front office systems functionality

Knowledge, Skills, and Abilities

1. Front Office Operations

• Direct Front Desk, Bell Services, PBX, Room Controllers, Night Audit, and VIP Services
• Ensure execution of AAA 4-Diamond service standards across all guest touchpoints
• Manage daily arrivals, departures, and lobby flow

2. Valet (Third-Party Management)

• Oversee third-party valet vendor performance, contracts, and service standards
• Ensure compliance with property expectations and guest experience standards

3. Room Control & Inventory Management

• Oversee room inventory, upgrades, out-of-order/out-of-service tracking, and availability strategy
• Coordinate with Housekeeping and Engineering for room readiness

4. VIP & Casino Integration

• Coordinate VIP arrivals and experiences with Casino Hosts and executive leadership
• Ensure elevated service delivery for high-value guests

5. Night Audit & PBX Oversight

• Ensure accuracy of Night Audit processes, reporting, and financial balancing
• Oversee PBX operations including call handling, emergency response, and guest communication

6. Pre-Opening & Systems

• Support pre-opening setup including SOP development, staffing, and system implementation
• Partner with IT and Systems teams to optimize PMS and front office platforms

7. Team Leadership & Training

• Hire, train, and manage departmental leaders and front-line teams
• Establish service standards, training programs, and performance expectations

8. Financial & Operational Performance

• Manage budgets, labor costs, and departmental KPIs
• Partner with Revenue Management on inventory strategy and upsell performance

9. Guest Experience & Service Recovery

• Monitor guest feedback, resolve escalations, and implement corrective actions
• Maintain high guest satisfaction scores

10. Misc. Duties

• Perform additional duties as assigned by leadership

Qualifications

Experience:

• Minimum 3–5 years of progressive Front Office leadership experience in a casino resort or luxury hotel environment
• Experience in a high-volume, 4-star or AAA 4-Diamond property (required)
• Pre-opening experience (preferred)

Education: Bachelor’s degree in Hospitality Management or related field preferred; equivalent experience acceptable

Licenses and Certifications: Must be able to obtain a Catawba Gaming License.

Work Environment & Physical Demands - While performing the duties of this position, the employee is regularly required to reach with hands and arms; bend to open/use lower drawers or cabinetry; to talk, hear, and see. Prolonged periods of sitting at a desk and working on a computer. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds.