Location
Chumash Casino Resort
Employment Status
Full Time
Shift
Varies
Specific Work Schedule
Department
Hotel Operations

Director of Hotel Operations

 

JOB DESCRIPTION:

The Director of Hotel Operations directs the operational activities of the Chumash Casino Resort Hotel, including front desk operations, housekeeping, and bell services while ensuring successful execution of the Executive leadership vision and overall business strategy for the Hotel property. The Director of Hotel Operations is responsible for continuous improvement in service standards; maintaining brand standards; and assisting Executive leadership with the development and implementation of revenue generating and cost reduction strategies and procedures; across all functions of the department.

Primary Duties, Responsibilities and Tasks:


Operations:

  • Directs and manages the daily hotel operations to ensure services and amenities provided are in accordance with AAA Four Diamond standards.
  • Responsible for daily operations of hotel front desk, including implementation and execution of proper check-in and check-out procedures, guest account settlement, and in-house account balance maintenance.
  • Works with the Player Development team to ensure that any special accommodations for the players are met.
  • Stays abreast of room bookings, availability, daily house count, etc. 
  • Maintains a “front of house” presence, interacting with staff and guests.
  • Oversees the development of new programs that result in increased levels of customer satisfaction and operational excellence.
  • Receives and responds to guest complaints in a timely manner, ensuring resolution.
  • Performs weekly room and property inspections to ensure housekeeping and EVS quality and engineering preventative maintenance.
  • Provides outstanding guest service in a timely manner to both guests and Team Members.

 Financial:

  • Develops, implements, executes, and achieves long and short-term business strategies.
  • Formulates and operates within annual operating budget and capital budget to accomplish goals and objectives.
  • Conducts ongoing analysis of financial reports to monitor the profitability and expenses of the hotel operations and takes appropriate action by creating and implementing strategies and tactics to reduce costs.
  • Monitors overhead expenditures, incident reports, department requests, purchase reports, accounts payable, and accounts receivable for the Hotel.
  • Develops and implements staffing plans that provides each functional area with appropriate labor to meet guest service and operational expectations.
  • Builds and maintains relationships with the hotel’s suppliers and vendors to assess the quality of goods and services purchased from these third parties and for performance assessment purposes.

Team Member Management:

  • Responsible for Team Member management including hiring, training, coaching and counseling; conducting performance and salary reviews; resolving personnel issues; providing clear and open communication; and discipline; as appropriate.
  • Mentors and motivates direct reports to effectively and efficiently manage their current responsibilities, to support and encourage professional career development, and to promote growth and attainment of goals.
  • Collaborates with Human Resources department on initiatives for attracting, retaining, and motivating Team Members.
  • Maintains and integrates effective communication between front desk and all hotel operation departments as well as Valet.
  • Responsible for ensuring staff is scheduled accordingly with regard to daily arrival and departure volume.
  • Maintains communication with Team Members to promote a positive work environment and maintain exemplary morale.
  • Performs other duties as assigned.

JOB REQUIREMENTS:

Education:

  • High School Diploma or GED Certificate.
  • Bachelor’s Degree in Hospitality or related field; or equivalent work experience.

Experience:

  • Two years’ experience in a similar role such as Hotel General Manager, Hotel Manager, Director of Operations or Rooms Director preferably in a four diamond or above rated property.
  • Experience in budget development, budget monitoring, general business accounting, and forecasting.

Additional Requirements:

  • Knowledge of leadership and management skills and techniques.
  • Proven supervisory skills.
  • Knowledge of applicable law, regulations, rules, procedures, and administration is required.
  • Familiarity with a variety of hotel and/or resort property management systems.
  • Familiarity with yield management and cost controls.
  • Proficiency in computers, including Microsoft Office applications, e-mail, and Internet.
  • Exceptional guest service skills.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal skills with demonstrated patience and tact.
  • Exceptional detail and follow-up skills.
  • Must work well within a team and be able to motivate Team Members.
  • Ability to effectively supervise and manage subordinate Team Members.
  • Ability to resolve conflicts and diffuse Team Member related issues, concerns, situations, etc.
  • Ability to prioritize and organize work assignments, and to delegate responsibilities.
  • Ability to quickly evaluate alternatives and decide on a plan of action.
  • Ability to remain calm and courteous in demanding and difficult guest situations.
  • Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
  • Native American hiring preference applies.

About Us:

Chumash Enterprise is one of the premier employers in Santa Barbara County. We are recognized as a Four-Diamond Resort, but it is our Five-Diamond Guest Service that keeps our guests coming back! With more than 1,800 Team Members, we offer a stable and rewarding work environment with a competitive benefits package, exciting growth opportunities, tuition reimbursement and more. 

As our organization grows, new and exciting opportunities continue to develop at all of our properties including; Chumash Casino Resort, Chumash Employee Resource Center, Chumash Gas Station, Santa Ynez Tribal Health Clinic, Santa Ynez Chumash Tribal Administration, Hotel Corque and Root 246, Kita Wines, Hadsten House Hotel.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Consistent with federal law, Native American hiring preference applies.