Summary: The Director of Hospitality is responsible for the strategic leadership, financial performance, service standards, and regulatory compliance of all Food and Beverage, Entertainment, Hotel, and Gift Shop operations within the casino.
This role ensures consistent, high-quality guest experience while driving profitability, controlling costs, developing leaders, and enforcing operational discipline across all hospitality departments listed above.
The Director of Hospitality is a senior leader expected to operate with autonomy, sound judgment, and full accountability for results.
Essential Duties & Responsibilities
Leadership & Management
- Provide direct leadership to all hospitality departments, including Food & Beverage, Hotel, Entertainment, and Gift Shop.
- Establish clear performance expectations, accountability standards, and operational Priorities.
- Recruit, train, coach, and discipline management staff in accordance with company policy.
- Foster a professional, service-oriented culture aligned with the casino’s brand and values.
- Conduct regular performance reviews and succession planning for key leadership roles.
Financial Performance & Controls
- Develop and manage departmental budgets; ensure adherence to approved financial targets.
- Drive revenue growth while maintaining strict cost controls, including COGS, labor, and operating expenses.
- Analyze financial reports and KPIs; take corrective action when performance deviates from targets.
- Oversee pricing strategies, menu engineering, vendor negotiations, and purchasing controls.
- Ensure accurate forecasting and reporting.
Guest Experience & Service Standards
- Establish and enforce service standards designed to exceed guest expectations.
- Monitor guest feedback, incident reports, and service recovery efforts.
- Ensure consistency in service quality across all shifts and departments.
- Lead continuous improvement initiatives focused on guest satisfaction and loyalty.
Compliance & Risk Management
- Ensure all hospitality operations comply with gaming regulations, health codes, liquor laws, OSHA standards, and internal policies.
- Partner with Compliance, Security, and HR to address regulatory requirements, investigations, or audits.
- Manage incident response and documentation related to guest complaints, safety, or employee conduct.
- Maintain readiness for inspections and regulatory reviews.
Operations & Process Improvement
- Oversee daily operations to ensure staffing levels, scheduling, and workflows meet business demand.
- Identify inefficiencies and implement process improvements and standard operating procedures.
- Lead special projects, renovations, openings, or service enhancements as assigned.
- Collaborate with Marketing, Gaming Operations, and Facilities to support property‑wide initiatives.
Required Qualifications
- Minimum of 7–10 years of progressive Hospitality/Food and Beverage leadership, with at least 3–5 years at a senior management or director level.
- Prior experience in a casino, resort, or large multi‑unit hospitality operation strongly preferred.
- Demonstrated success managing large teams, multiple departments, and complex operations.
- Strong financial acumen with proven budgeting, cost control, and revenue optimization experience.
- Thorough understanding of regulatory, safety, and compliance requirements in hospitality environments.
Preferred Qualifications
- Bachelor’s degree in hospitality management, Business Administration, or related field.
- Experience working in a highly regulated or tribal gaming environment.
- Proven change‑management and turnaround experience.
- Advanced knowledge of hospitality systems (POS, PMS, inventory management).
Key Competencies
- Executive‑level leadership and decision‑making
- Financial discipline and analytical thinking
- Accountability and performance management
- Operational excellence and attention to detail
- Guest‑focused mindset
- Strong communication and conflict resolution skills
Physical & Scheduling Requirements
- Ability to work a flexible schedule, including evenings, weekends, and holidays as business needs require.
- Ability to be present on the casino floor and hospitality venues for extended periods.
Disclaimer
This job description is not intended to be all‑inclusive. The Director of Hospitality may be required to perform other duties as business needs evolve.
