Administrative Management, Beverages, Budgeting, Business Administration, Capital Project, Casinos, Continuous Improvement, Cost Control, Forecasting, Games Programming, Gaming, Hospitality Revenue, Hospitality and Tourism, Leadership, Loyalty Programs, Performance Analysis, Performance Metrics, Profit & Loss, Project/Program Management, Regulations, Restaurant, Retail, Strategic Planning, Team Lead/Manager, Vendor/Supplier Relations
Job Summary
The Director of Hospitality/AGM serves as the strategic leader for all guest-facing operations, overseeing hotel, food amp; beverage (Famp;B), entertainment, spa/wellness, retail, and related services. Reporting directly to the General Manager, this executive role ensures seamless, world-class guest experiences, maintains high service standards (e.g., AAA Four/Five Diamond or Forbes-rated), optimizes revenue from hospitality outlets, and collaborates with casino operations to enhance overall property performance.
Key Responsibilities
- Provide visionary leadership and operational oversight for hotel rooms division, Famp;B outlets (restaurants, bars, banquets, in-room dining), entertainment/events, spa, retail, and guest services to deliver consistent, exceptional hospitality.
- Develop and execute strategies to elevate guest experiences, focusing on VIP/high-roller service, personalization, consistency across departments, and integration with gaming/player development initiatives.
- Lead budgeting, forecasting, Pamp;L management, cost controls, and revenue optimization for hospitality departments; drive profitability while aligning with overall resort goals.
- Oversee high-volume staffing: recruit, train, develop, and motivate large teams (often 100+ associates) to foster a culture of service excellence, safety, and engagement
- Monitor key performance metrics (guest satisfaction scores, RevPAR, ADR, Famp;B covers/revenue, labor costs, TripAdvisor/Google reviews) and implement continuous improvement initiatives.
- Manage capital projects, renovations, and vendor relationships related to hospitality facilities and amenities.
Qualifications amp; Requirements
Education:
- Bachelor’s degree in Hospitality Management, Business Administration, or related field required; Master’s degree or relevant certifications (e.g., CHA, CHAE) preferred.
Experience:
- 3-5+ years of progressive hospitality leadership in luxury resorts or hotels
- Minimum 2 years in a senior Director-level role overseeing multiple hospitality disciplines (hotel + Famp;B + entertainment preferred).
- Proven success achieving/maintaining high ratings (e.g., 4-5 Diamond/Star) in high-end, resort-style casino environments.
Skills amp; Competencies:
- Deep expertise in luxury hospitality operations, guest service excellence, and integration with gaming/player loyalty programs.
- Strong financial acumen, strategic planning, and data-driven decision-making.
- Exceptional leadership, communication, and team-building skills in union and non-union settings.
- Proficiency with hospitality systems (e.g., Opera, Micros/Simphony, LMS) and analytics tools.
- Knowledge of gaming regulations and responsible service practices.