Meadowlands Racing and Entertainment (NJ) & Tioga Downs Casino (NY)

  • Director of Hotel Operations

    Location US-NY-Nichols
    Job ID
    2016-1129
    Type
    Regular Full-Time
  • Overview

    Responsible for the successful overall coordination, administration and direction of all Hotel activities on property, in alignment with the Mission and Objectives of the Company and in full accordance with all Operational Policies and Procedures and Gaming Regulations. Provides direction and oversees the operation of all Hotel activities, including strategic planning, development, and quality of services. Regularly revises and analyzes the effectiveness of the Hotel operation, preparing plans and programs for the attainment of approved objectives. Ensures that decision-making considerations appropriately weigh profitability, customer service, and environment: both short-term and long-term as they relate to objectives, plans, and programs.

    Responsibilities

    • Provide excellent guest service to both internal and external guests.
    • Actively supports the company culture of creating a fun and entertaining experience for internal and external guests.
    • Provides direction and oversees the operation of all Hotel activities, including strategic planning, development, and quality of services.
    • Regularly revises and analyzes the effectiveness of the Hotel operation, preparing plans and programs for the attainment of approved objectives.
    • Ensures that decision-making considerations appropriately weigh profitability, customer service, and environment: both short-term and long-term as they relate to objectives, plans, and programs.
    • Oversee the performance of the hotel front office and back office operations, hotel housekeeping department & retail shop.
    • Works in conjunction with the Sales Manager to maximize occupancy. Formulate and deploy inventory restrictions and pricings strategies designed to maximize revenue from comp rates, retail rates and occupancy.
    • Consult with marketing on rates/inventory usage for scheduled events. Manage the input of data and report generation via property systems, including but not limited to hotel systems, revenue outlet systems and the data warehouse.
    • Analyze end of the month reports and compile revenue management recap. Facilitate and lead daily business review and weekly hotel yield/strategy meetings. Prepare weekly, monthly and quarterly occupancy and revenue forecasts. Assist in annual budget and strategy planning.
    • Possess the ability to create operating and capital budgets along with the ability to adhere to those budgets.
    • Ensures hotel is market competitive with pricing and properly yielded between cash and comp customers.
    • Formulates, administers and enforces departmental policies and performance standards.
    • Ensures departmental compliance with applicable Federal and State laws governing Hotel operations.
    • Reviews property wide and departmental Associate concerns, discussing needed changes and potential solutions.
    • Coordinates all activities relating to recruitment, interviewing, testing, selection, orientation, transfers, promotions, and terminations, to ensure that they are carried out in accordance with established company policies and procedures and Federal and State laws.
    • Maintains appropriate staffing levels in the Hotel Department, by interviewing, selecting, training, scheduling, evaluating, promoting, assisting with career development, disciplining and terminating Associates, as needed.
    • Responsible for hotel room and common area cleanliness by setting cleanliness and safety standards for Executive Housekeeper and housekeeping staff in accordance with company policies and expectations.
    • Responsible for maintaining a high-level of guest satisfaction by ensuring guests are provided with a clean, comfortable room with adequate supplies.
    • Responsible for facilitating the flow of information throughout the property, by organizing and conducting staff meetings with Front Desk, and Housekeeping staff ensuring all company policies and procedures are communicated properly to all associates.
    • Ensures quality of management operations in all areas of the department according to company standards.
    • Establishes performance and profit objectives for short-term and long-term goals.
    • Reviews departmental reports, addressing potential conflicts and/or misinformation and reacts accordingly.
    • Ensures a maximum level of service and satisfaction throughout the property, in the area of Hotel, is achieved and maintained.
    • Held accountable, to the highest degree, for the accuracy and thoroughness of departmental records and reports.
    • Handle customer complaints and support all customer service programs. Support, implement, administer and manage standards of excellence among Director of Hotel Operations.
    • Effectively and efficiently manage labor costs and staffing objectives while achieving guest satisfaction.
    • Protect and preserve assets of the company.
    • All other duties as assigned.

     

    SUPERVISORY RESPONSIBILITIES:       

    Directly supervises the activities of all the Front Desk and Housekeeping staff. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work, appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

    Qualifications

    QUALIFICATION REQUIREMENTS:

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    EDUCATION and/or EXPERIENCE:

    Associate's or Bachelor’s degree in Hotel and Restaurant management or related area preferred. Five to seven years of management experience in the casino hotel environment required.

     

    SPECIAL QUALIFICATIONS:

    Excellent communication, organizational and analytical skills required. 

     

    LANGUAGE SKILLS:

    Ability to read, analyze, and interpret the most complex of documents, such as technical journals, financial reports and legal documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to effectively present information to top management, public groups.

     

    MATHEMATICAL SKILLS:

    Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals, and work with mathematical concepts such as probability and statistical inference.

     

    REASONING ABILITY:

    Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

     

     PHYSICAL DEMANDS:

    The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the Associate is regularly required to talk or hear.  The Associate is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.  The Associate is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.  

    Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

    WORK ENVIRONMENT:

    The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    The noise level in the work environment is usually moderate.  When on the project floor, the noise level increases to loud.

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