Job Purpose

The Assistant Director of Hotel Operations is responsible for assisting in the planning, operation and management of the Sky City Hotel Operations to include the Front Desk, PBX Reservations, RV Park and Housekeeping Departments.

The Assistant Director of the Hotel ensures superior service to all guests, team members and all hotel departments. The position will assist the team as necessary to facilitate the handling of guest interactions efficiently and professionally and with a strong customer service focus and develop creative co-operative programs with other Acoma Business Enterprises and departments.  

He/She serves as a public relations ambassador for all Acoma Business Enterprises and must be courteous and helpful to customers at all times. Other related duties may be directed by management.

Duties and Responsibilities

Assists management in executing and monitoring strategic hotel plans, both short and long goals, to achieve Sky City Hotel’s objectives.

• Responsible for the quality, consistency and presentation of hotel services delivered to guests.
• Responsible for maintaining a current knowledge of room inventory; coordinates and communicates with the Front Desk, Hotel Housekeeping to achieve maximum occupancy and average daily rates.
• Reviews systems and reports routinely to ensure objectives are being met and achieved.
• Modifies status and rates for rooms, promotions and events based on availability and forecasts.
• Routinely monitors adherence to statuses. Reviews comp reports for adherence to guidelines. 
• Monitors all systems and applications, including websites, Hotel PMS (Stay), Interactive Voice Response (IVR) and Automatic Calling Device (ACD) for accuracy.
• Investigates and resolves guest complaints and concerns. Implements service recovery actions to remedy service challenges.
• Effectively communicates hotel related and pertinent information to superiors and subordinates. Promptly communicates any concerns and issues and works with upper management.
• Assist management in achieving budgeted revenue and profit goals, balancing costs for guest satisfaction.
• Assist management in maximizing revenue through the revenue management and inventory control systems.
• Responsible for inventory control of hotel supplies, guest linen and any hotel amenities.
• Assist management in creation of annual budget and capital expenditure plans.
• Assist management in providing detailed financial hotel reports.
• Handles payroll processes and record keeping of departmental expenses.
• Attends all necessary trainings, meetings, and financial reviews with ABE Executive Management
• Responsible for the security and identification of lost/found articles in the hotel and ensures the transfer of the same to security for dispatch to guests.
• Recommends maintenance and replacement of furnishings and facilities by processing work orders through maintenance department.
• Stays current with industry trends, and regional competition for services in health, sanitation, and amenities. 
• Assists in other projects and handles job tasks as deemed appropriate.
• Develops implements and enforces departmental policies, procedures and standards, including complimentary criteria guidelines. Set departmental goals, objectives and guidelines.
• Assists in the hiring, training, terming, motivating, directing and scheduling of team members; completes performance appraisals for department and may implement disciplinary procedures.
• Assists management in developing and implementing training programs to encompass general information, criteria guidelines, system/PC software use, policies and procedures, service standards and hotel evacuation plans.
• Initiates and maintains communication with subordinates, team members, management, and other departments in facilitating the flow of information throughout the property.
• Confers with Management and all enterprise managers to identify growth opportunities and formulate action plans for achieving hotel objectives.
• May act as a “Manager on Duty” (MOD) on gaming operation floor.
• Responsible for monitoring and protecting gaming assets.Verify, authorize and sign for gaming transactions on gaming operation floor.
• Participates in compliance training on gaming policies. 
• Verifies and performs department inventory.
• Ensures compliance with all applicable laws, regulations, orders, rules and statutes, including Tribal ordinances and resolutions, the Indian Gaming Regulatory Act (IGRA), National Indian Gaming Commission (NIGC), Tribal – State compact, other applicable laws and ordinances.
• Provides a safe working environment; incorporates and trains team on hotel evacuation plans and other hotel training.
• Works with hotel management to instill ABE’s mission and business standards, in building morale and creating an ongoing positive work environment.
• Must be socially perceptive, administer good to excellent judgement, and have excellent decision making abilities.