GET TO KNOW THE ROLE 

Reporting to the Executive Director of Resort Operations, the Director of Resort Operations is responsible for planning, developing, and coordinating operational procedures, policies, and controls to align the resort with the overall operations objectives and service standards of Muckleshoot Casino Resort. This role champions guest service training initiatives, implements operational systems and processes, and evaluates the performance of Housekeeping, Valet, Retail, Guest Services, Spa, Front Office, Call Center and other Hotel services. The Director ensures compliance with internal operating SOPs, gaming hospitality standards, and performance metrics, while assessing financial performance variances and making operational adjustments as needed based on said assessments, and/or as directed. 

WHAT YOU’LL DO 

Practice, support, and promote the Vision and Mission Statements, Core Values, and Leadership/Management Expectations of the Muckleshoot Casino Resort (MCR).  Create, facilitate, and maintain a positive work environment, leading by example as you follow practices in the MCR Resort Leadership Expectation Guide.  Provide strategic operational leadership for the Resort Operations departments, including Front Office, Call Center, Housekeeping, Valet, Retail, Guest Services, Spa, and other Hotel Services teams.  Develop and implement departmental strategies aligned with brand service strategy.  Ensure all Resort Operations SOPs are current and aligned with best practices.  Ensure all policies and procedures are current, fully implemented in all departments, and aligned with industry’s best practices. Collaborate with MCR Finance, MCR Marketing, MCR F&B, and the resort teams to ensure MCR's operational and strategic success.  Provide primary resort operations support for all group sales outreach, negotiations, planning, stays, events, and service standards.  Work with third-party vendors on data analysis and strategy implementation.           Select, supervise, train, develop, schedule, discipline, and counsel staff. Demonstrate positive leadership characteristics that empower and inspire team members to meet and exceed standards.   Staff supervision, training, development, and leadership empowerment utilizing the Resort Leadership Expectations guide.  Direct day-to-day operating activities of Resort Operation teams within the purview.  Develop and implement staffing plans and schedules to meet guest service and operational expectations, utilizing all available Hotel & IT systems, forecasting tools, budgets, and other financial reporting as needed.  Protect and enhance the value of all property assets through regular inspections and appropriate programs in maintenance, security, emergency preparedness, housekeeping, and capital improvements.  Oversee and consistently review outstanding billing, folios, night audit documentation, and ledgers associated with the resort to ensure delivery of expected financial goals, reporting, and compliance standards with all MCR and Tribal Gaming Authority policies, and applicable internal controls.  Develop and manage guest feedback/satisfaction programs; interpret data and participate in performance management programs to ensure consistent delivery of MCR's hospitality/guest experience standards.  Stay visible and interface with customers regularly to obtain feedback on product quality, service levels, and overall satisfaction; address guest complaints and guest recovery in a timely manner to benefit both the guest and MCR.  Analyze guest feedback and discuss findings with department leaders. Institute changes and upgrades in service as necessary.  Act as direct liaison to all community organizations, city officials, industry associations, and public relations entities as assigned.  Work directly with and train team members on service delivery and experience standards to include role playing, scripting, and/or operational adjustments.  Participate in the preparation of the annual operating budget and financial plans, which support the overall objectives of the property.  Create and monitor annual operating goals, addressing all the drivers (Financial, Guests, Infrastructure, and Learning and Growth).  Manage and analyze key business performance metrics, including ADR, REVPAR, REVPOR, CPOR, average length of stay, average occupancy percentage and rate, competitive set and market share, and labor reports; interpret metrics to make informed business decisions.  Monitor room inventory, identify room blocks, market segmentation, and perform yield management to optimize occupancy percentage and revenue.  Direct the accurate and on-time preparation, production, and distribution of all required reports.  Formulate and operate within annual marketing plans, operating budgets, and capital budgets to accomplish goals and objectives.  Work with department leaders to meet or exceed established budgetary guidelines for the hotel. Establish sound pricing policies for guest services. Review and approve operating expenses. Develop and implement strategies to enhance profitability and revenue generation.  Ensure organizational compliance with all applicable laws, rules, regulations, and standards.  Promote and ensure compliance with regulatory requirements and organizational policies, practices, and procedures, including Health Departments, Guest Service/Hospitality Standards, Human Resources Processes/Procedures, Coaching/Corrective Action, Budgeting, and Purchasing.  Create, maintain, and facilitate a positive and safe work environment; promote positive team member relations and report issues to the appropriate personnel.  Encourage a result-oriented culture; host regular team member meetings to ensure accurate and effective communication.   Develop staffing plans and scheduling based on business and guest need using hotel systems, forecasting tools, and financial reports.     Hire, train, evaluate, and direct resort management staff to ensure team members receive adequate guidance, leadership, goals, and resources to accomplish established objectives.  Provide a timely formal assessment of individual team members in alignment with the performance review policy and procedures.  Conduct training on job standards and areas of responsibility as needed.  Promote and participate in mentoring, leadership, and tribal development programs.

WHAT YOU’LL BRING 

Ability to obtain a Class IIIA gaming license.  Bachelor's degree in business administration, Hospitality, Hotel Management, or related field required. Additional experience may be considered in lieu of education.  At least five (5) years of progressive experience in a Director of Hotel Operations or Hotel General Manager role for a Casino, Resort, or Hotel property of similar size and level of service.  Four (4) years of demonstrated work history and knowledge of Hospitality Industry Best Practices as they apply specifically to Hotel Operations, to include Housekeeping, Spa Operations, Retail Sales, and Valet Services    Working knowledge of all applicable laws, codes, and regulations.  Experience with marketing hotel/resort services and convention sales/service preferred. Apply Now Save this job Share: Email Tweet Facebook LinkedIn