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 departments to ensure the highest degree of customer satisfaction and efficient operations
• Develop measurement systems that allow employees/management to track progress toward goals and provides an objective framework for evaluating performance of individual Hotel areas
• Work with various internal and external departments (e.g., IT, Purchasing, and external suppliers) to direct their activities in support of hotel desired outcomes
• Build excellent relationships, communicates, and consults with property hotel management, general managers, senior management, to ensure understanding and support initiatives, while ensuring alignment and commitment with the direction of the hotel areas with all constituents
• Responsible for, actively participates in, the initiation of personnel actions which includes training and development, performance appraisal, discipline, hiring, firing, promoting, scheduling, and all other duties / paperwork to ensure a productive staff
• Ensure timely and accurate performance appraisals and accurate work history entries
• Proactive with incidents and issues ensuring resolution with employees
• Lead an organization with methods and actions that are ethical and in full compliance with all applicable laws, regulations, and Company policies
• Identify compliance risks and take actions necessary to eliminate or minimize risks
• Champion, within the organization, a commitment to honesty, integrity, and responsible corporate behavior
• Create a compliance culture within the organization and foster an environment where employees feel comfortable reporting potential violations or misconduct
• Ability to uphold and demonstrate the highest level of integrity and honesty in all situations and recognize standards required by a regulated business Adhere to regulatory, departmental and company policies/procedures in an ethical manner
• Complete other duties as assigned

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• Bachelor’s degree from an accredited educational institution with a concentration in Business Management or Hotel/Hospitality preferred   
• Five years successful management experience required in Hotel Operations with at least 500 rooms preferred
• Luxury hotel experience preferred
• Experience in design and construction is preferred
• Casino/Convention hotel experience preferred
• Valid driver’s license required, CDL preferred with no more than one (1) DUI convictions or 3 or more moving violations, 3 or more traffic citation convictions in the past 3 years (from date of conviction) or conviction for suspension or conviction for at fault accident within the last 3 years required
• Must demonstrate the following essential knowledge and skills:
• Proficiency in Spanish preferred
• Strong communication, supervisory, coaching, and organizational skills are required
• Ability to resolve problems/conflicts in a diplomatic and tactful manner
• Must possess interpersonal and negotiating skills necessary to manager others and communicate with all levels of management and clientele
• Ability to use discretion and maintain confidentiality when handling sensitive material
• Ability to plan long-term goals and the financial knowledge necessary to develop and maintain detailed financial records
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
• Neat, professional appearance with excellent personal hygiene
• Demonstrated teamwork behaviors and attitudes

• Knowledge of LMS, Superuser LMS Certification
• *Knowledge of the HotSOS. REX, Infogenisis, CVPS system programs

• *Knowledge of Harrah's employment policies

*Not required at time of hire; may be learned in probationary period agreed upon at time of hire.

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• Must be able to stoop, bend, reach, kneel, twist and grip items

• Must be able to respond to visual and aural cues

• Must be able to read, write, speak, and understand English
• Must be physically mobile with reasonable accommodations
• Must have the manual dexterity and coordination to operate office equipment, including computers, fax machine and photo copier
• Must be able to work at a fast pace and in stressful environment
• Must be able to operate in mentally and physically stressful situations
• Must be able to lift 25 pounds and carry up to 5 pounds

• Must be able to travel overnight if required

• Must be able to tolerate area containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke
• Must be able to work a flexible schedule including weekends, evenings, and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.  Harrah's Cherokee Casino Resort reserves the right to make changes in the above job description whenever necessary.       3.21.23