Director, Hotel Operations

Harrah's Cherokee Casino Resort Position Description

 

POSITION TITLE:                                       Director, Hotel Operations

DEPARTMENT:                                            Hotel

GRADE/FLSA STATUS:                              L14– Exempt

BADGE TYPE/COLOR:                              Primary--Blue

REPORTS TO:                                               Regional VP, Hotel Operations

SUPERVISES:                                                Front Office Manager, Transportation Manager, Executive Housekeeper

 

JOB SUMMARY: 

Operate an inviting and exciting hotel that attracts and retains gaming, convention, and retail guests to maintain a competitive advantage in our market and maximize hotel contribution to casino revenue. 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Establish and endorse the business objectives, ethics, and values of Harrah’s Cherokee Casino Resort in accordance with the Code of Commitment and Mission, Vision and Values
• Provide functional leadership to Front Services, Front Office, Housekeeping, Laundry and Transportation.
• Prepare and implement operating plans and budgets
• Review and track monthly financial statements 
• Develop and propose property's hotel capital improvement plan
• Create and sustain a memorable hotel experience driven by flawless delivery of service and a consistently superior room product
• Develop business plans for Hotel Operations that support the property plan, including initiatives for quality, service, and profitability, employee development and retention strategies, employee productivity benchmarks, management succession planning and business growth
•  Ensure first class service and accommodations by establishment and implementation of standards and procedures that support delivery of the highest level of guest service
• Prepare ongoing detailed management and operational analysis; oversees and ensures operational functions and proper staffing, including employee retention
• Research new and innovative ways of improving guest satisfaction and work applications
• Respond to guest feedback/complaints gathered by direct interaction, comment cards, and service program scores; performs root cause analysis, corrects deficiencies
• Develop and implement service, operating and product standards, ensuring first class accommodations and consistent delivery of flawless service
• Periodically conducts operating service reviews to help Hotel division improve performance against expected outcomes
• Identifies “best practices” from property operations and communicates appropriately
• Promote positive guest and employee relations at all times
• Maintain a clean, safe, hazard- free work environment within areas of responsibility, ensuring compliance with all safety and health regulations
• Serve as a leader for employees while fostering teamwork, employee morale, motivation, and open communications
• Act as a role model and coaches while developing employees using a consistent, approachable demeanor and clearly articulating expectations
• Strive to improve and streamline departmental operation, through the continuous assessment of policies and procedures, work processes and program effectiveness/value
• Endorse the business objectives, ethics, and values of Harrah's Cherokee Casino Resort
• Provide appropriate recognition and rewards to individuals and groups when consistent superior performance is attained
• Ensure that each team member clearly understands and is held accountable for their respective performance expectations
• Coordinate Hotel Operations with other dep