Hospitality Director

Essential Functions

• Responsible for overall management supervision of all Hotel operations including providing leadership direction in accordance with the mission of the overall organization.
• Responsible for on-going daily operations, guest services, cash control budget development and implementation and interface with other departmental operations personnel.
• Responsible for the selection, training, evaluation and supervision of all Hotel operations staff in accordance with the organizational structure.
• Ensures that all team members understand and are accountable for their area(s) of responsibility.
• Develops and implements service, operating and product standards.
• Develops measurement systems that allow team members/management to track progress toward objectives and provides and objective framework for evaluating performance of the Hotel.
• Periodically monitors competitive Hotel products and services.
• Ensures that all department team members are adhering to the attendance policy.
• Ensures that all department team members are in compliance with appearance standards.
• Ensures that all department team members understand the Eye-Hi-Goodbye Program and are complying with the program.
• Acts as a role model for team member and fosters teamwork, team member morale, motivation and open communication.
• Promotes outstanding guest relations.
• Must be knowledgeable and ensures compliance with all applicable regulations, laws, internal policies/procedures, and internal control protocols.
• Monitors performance standards regularly.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Issues written and oral instructions.
• Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
• Studies and standardizes procedures to improve efficiency of subordinates.
• Maintains harmony among workers and resolves grievances.
• Performs other related duties as may be assigned by reporting senior.

Core Competencies

• Leadership: Able to assume a role of authority as necessary; set an example for coworkers; delegate responsibility and empower team member to make decisions; provide constructive feedback to others.
• Influence & Persuasion: Able to convince others in both positive and negative circumstances; use tact when expressing ideas or opinions; present new ideas to authority figures; adapt presentations to suit a particular audience; respond to objections successfully.
• Initiative: Able to bring about great results from ordinary circumstances; prepare for problems or opportunities in advance; undertake additional responsibilities and respond to situations as they arise without supervision.
• Attention to Detail: Able to follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records.
• Communication: Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or team members; listen well.
• Continuous Learning: Able to stay informed of current industry trends; learn and apply new concepts and demonstrate career self-reliance; identify own areas of opportunity and set and monitor self-development goals.
• Willingness to Serve: Able to demonstrate a high level of service delivery to do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.
• Flexibility: Able to remain open-minded and change opinions on the basis of new information; perform a wide variety of tasks and change focus quickly as demands change; manage transitions effectively from task to task; adapt to varying customer needs.
• Quality: Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect materials for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority.
• Integrity: Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by coworkers; give proper credit to others; handle all situations honestly.
• Respect: Able to adapt behavior to others styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce. Able to develop rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.
• Policies, Process, Procedures: Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to written rules or practices.
• Team Centered- Able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit.
• Equipment Knowledge-Able to operate various types of equipment including but not limited to personal computers, point of sale systems, 10 key adding machines and other department related systems.

Physical Demands and Work Environment

The physical demands and work environment characteristics described are representative of those that must be met by a team member 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 team member is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The team member is occasionally required to sit; walk; climb or balance; and stoop, kneel, crouch, or crawl. The team member must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duty of this job, the team member is regularly exposed to risks associated with travel back and forth to other areas as may be required due to business demands. The team member is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The team member may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult guests or staff members. The noise level in the work environment varies from light to moderate. Flashing lights from slot machines and band lighting.

Minimum Qualifications

• Bachelors degree in Hotel Administration, Business Administration, or equivalent combination of education and experience required with a minimum of five to seven years of leadership experience in hotel operations.
• Demonstrated experience in maintaining consistent, high quality guest service levels and a proven track record of maximizing revenues while controlling labor and other operating expenses.
• Comprehensive knowledge of business planning, operational and capital budgeting functions.
• Strong leadership skills and customer service orientation required.
• Must be able to work effectively with peers, staff members, and regulatory agency personnel.
• Strong computer skills to include effective working knowledge of Microsoft Office Products. Knowledge of various electronic gaming and player tracking Management and support systems preferred.
• Strong written and oral communication skills required.
• Ability to solve problems and deal with a variety of situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.