PURPOSE

The Director of Hotel Operations serves as a strategic partner for the hotel operations leadership team. They direct and manage the operation activities of the hotel, including front desk operations, guest services operations, housekeeping, valet, bell services, and spa, while ensuring successful execution and overall business strategy for the hotel. The Director of Hotel Operations is responsible for continuous improvement in service standards, maintaining Snoqualmie Casino and Resort brand standards, and assisting executive leadership with the development and implementation of revenue-generating and cost-containment strategies and procedures.

SUPERVISORY SCOPE

• Hotel Operations 
• Spa 
• Sales
• Guest Service/Reservations 
• Housekeeping

ESSENTIAL DUTIES / RESPONSIBILITIES

• Creates a memorable hospitality experience for guests along with providing great value and ensures guests’ satisfaction by leading, supervising directing, and developing hotel management and Team Members to ensure a four-diamond services standard.
• Creates and implements new innovations to enhance the guest experience based on current trends, as well as maintains knowledge of new and evolving technology in hotel management to ensure the department is maximizing efficiencies.
• Creates, develops, and recommends short and long-term hotel planning guidelines and procedures, annual operating budget, and capital budget program that are aligned with overall goals, analyzes hotel revenue and labor reports, making strategic adjustments as necessary to ensure maximum efficiency and profitability, as well as partnering with the Marketing department to leverage offers and services.
• Collaborates with casino operations to generate the highest overall RevPAR.
• 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 contain costs. Responsible for approving daily rates and revenue management, pricing, and yielding.
• Develops and implements staffing plans that provide 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. Develops and oversees comprehensive vendor contracts which provide a quality product at a fair price while establishing a project control numbering system, and communicates with vendors and contractors on a consistent basis to streamline processes and maintain accountability. 
• Responsible for the negotiation and management of online travel agency (OTA) relationships.
• Establishes hotel department goals, objectives, and strategic planning and provides direction, guidance, and support to ensure the successful operation of the hotel department, including promoting excellent guest/Team Member relationships by reacting promptly, efficiently, and courteously to all guest and associate concerns, and is responsible for the safety, appearance, and operation of the hotel.
• Oversees inventory purchases and supplies, manages accuracy of inventory management system, and cost controls for related expenses. Establishes and maintains effective housekeeping procedures to ensure occupancy needs are met.
• Monitors and controls the maintenance/sanitation of the hotel, hotel facilities, equipment, and related areas to ensure a healthy, safe work environment.
• Maintains hotel department repair and capital improvement budgets, ensures cost effectiveness, forecasts and plans facility improvements by establishing criteria for repair versus replacement, and proactively works to circumvent any damages to assets through preventative maintenance.
• Provides continuous coaching development to staff. Mentors and motivates direct reports to effectively and efficiently manage their current responsibilities, supports and encourages professional career development, and promotes growth and attainment of goals.
• Maintains and integrates effective communication between the front desk and all hotel operation departments.
• Promotes, develops, and maintains effective communication, interaction, and excellent relationships with department heads, including ensuring their requirements are identified and consistently met.
• Performs all functions with the highest level of integrity.
• Observes and follows all safety procedures.
• Other duties as assigned.

Education and Experience:

• Bachelor’s Degree in Hotel Operations, Hospitality, Tourism Economics, or related field and seven (7) years comparable management experience; 
• Ten (10) years of managerial experience in hotel operations, general hospitality, or related areas.
• Knowledge of modern hotel operations and hospitality principles, practices, and regulations.
• Thorough understanding of budgeting principles and practices, and financial analysis.
• Knowledge and proven track record of successful leadership and management techniques.
• Proven track record of creating positive organizational and fiscal outcomes.
• Any combination of education and experience that clearly demonstrates the ability to perform the job duties of the position. 

Skills and Abilities:

• Comprehensive understanding of workflow and hotel ledgers such as guest ledger, city ledger, A/R ledger, deposit ledger, etc.
• Comprehensive understanding of night audit procedures, function, and ability to direct and ensure staff are performing these functions.
• Familiarity with a variety of hotel and/or resort property management systems such as Opera.
• Familiarity with yield management and cost controls.
• Ability to analyze and interpret an extensive variety of information, communicate findings, recommend problem-solving strategies, and maintain confidentiality.
• Ability to work in a team or as an individual contributor, and complete work within the designated timeframes.
• Ability to prioritize and monitor multiple tasks, and delegate assignments and responsibilities.
• Ability to align organizational goals with strategic vision.
• Strong analytical abilities and problem-solving skills
• Excellent communication skills, including written documents, and public speaking and presentations
• Ability to initiate and follow through on complex administrative tasks, meet deadlines, and respond effectively in all situations including those that are stressful or have unforeseeable complications.
• Good knowledge of Microsoft Office Suite and skilled in the use of spreadsheets and database management.
• Exceptional guest service skills.
• Exceptional detail and follow-up skills.
• Ability to work effectively in a culturally diverse environment demonstrating cultural competence and a commitment to serving Tribal communities.

PREFERRED

Education and Experience:

• MBA degree
• Three (3) or more years of experience at a Four Diamond or above-rated property
• Experience in Tribal gaming environment

Snoqualmie Casino exercises Snoqualmie Tribal Member/Native American preference in hiring, in compliance with the Snoqualmie Tribal Employment Rights Ordinance (TERO). You must obtain and maintain a Gaming License from the Snoqualmie Gaming Commission. Pre-employment drug testing is required for all positions. The use of marijuana will not disqualify an applicant for positions in any department other than Transportation (Valet, Driver I). DOT panel testing is required for the Driver position.