IN-ROOM DINING AND POOL OPERATIONS GENERAL MANAGER

Position Summary: The In-Room Dining & Pool Operations General Manager is responsible for the overall leadership, management, and profitability of the In-Room Dining, Pool Service, Stage Hospitality, and Green Room operations. This position oversees all aspects of guest service, food and beverage delivery, labor management, financial performance, and team member development while ensuring exceptional luxury hospitality standards. The General Manager is responsible for creating personalized guest experiences through timely in-room dining service, VIP food amenity delivery, special guest request fulfillment, poolside food and beverage operations, and backstage hospitality support. This leader champions Forbes Travel Guide service standards and works collaboratively with hotel, culinary, entertainment, and resort leadership teams to deliver memorable guest experiences that exceed expectations. Essential Functions: 1. Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promoting company values. 2. Perform responsibilities in accordance with all Graton Resort & Casino standards, policies, and procedures. 3. Lead and oversee all daily operations of In-Room Dining, Pool Service, Stage Hospitality, and Green Room food and beverage services. 4. Ensure adherence to Forbes Travel Guide luxury service standards and guest engagement expectations. 5. Monitor and maintain exceptional service delivery standards for all guest interactions, focusing on professionalism, personalization, and attention to detail. 6. Oversee food amenity programs including VIP arrivals, special occasion amenities, executive guest requests, group arrivals, and casino host requests. 7. Coordinate and execute custom guest requests, dietary accommodations, and personalized dining experiences. 8. Manage all poolside food and beverage operations, ensuring timely service, product quality, cleanliness, and guest satisfaction. 9. Oversee culinary and service support for stage performers, entertainers, production teams, and designated green room areas. 10. Partner with Entertainment, Hotel Operations, VIP Services, Culinary, and Casino Marketing teams to execute events and hospitality programs. 11. Ensure all food, beverage, and amenity deliveries are completed accurately, professionally, and within established service time standards. 12. Maintain established service recovery protocols and respond immediately to guest concerns to ensure full resolution and satisfaction. 13. Enforce safety, sanitation, food handling, and responsible beverage service practices in all operational areas. 14. Ensure compliance with operational standards, company policies, federal, state, and local regulations, and health department requirements. 15. Display knowledge of all emergency procedures and lead emergency response efforts when necessary. 16. Manage departmental budgets, forecasting, labor controls, productivity metrics, and operating expenses to achieve financial goals. 17. Review financial performance regularly and develop action plans to improve revenue generation and profitability. 18. Oversee inventory management, purchasing controls, and cost containment initiatives. 19. Analyze guest satisfaction data, service metrics, and operational trends to identify opportunities for continuous improvement. 20. Conduct regular service audits and quality assurance inspections to ensure compliance with Forbes and company standards. 21. Lead, mentor, coach, and develop management and front-line team members to achieve exceptional service results. 22. Manage hiring, onboarding, performance coaching, recognition, discipline, and succession planning for assigned departments. 23. Conduct ongoing training programs related to luxury service standards, service recovery, food and beverage knowledge, and guest engagement. 24. Hold daily pre-shift meetings and departmental huddles to communicate operational priorities, VIP arrivals, events, and service expectations.…

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