Director of Hotel Operations

Essential Duties & Responsibilities:
 Ensures that product quality standards are met in all areas of the hotel, as it relates
to the appearance, levels of maintenance and cleanliness. In cooperation with the
Resort’s Director of Facilities, establishes and maintains preventative maintenance
programs to protect the physical assets of the hotel.
 The Director of Hotel Operations is responsible for consistently delivering results
that contribute to the mission and overall success of the resort by accomplishing
performance objectives focused on business revenues, guest and employee
satisfaction and effectiveness and efficiencies.
 Oversees the guest service function to ensure corrective action is taken to resolve
guest complaints and ensures that superior guest service is delivered.
 In cooperation with the Director of Sales and Marketing and the Hotel Manager
maximizes room revenues by anticipating and planning for market shifts; develops
and monitors strategic marketing prospects; develops, implements and monitors
annual business and marketing plans and participates in appropriate local, regional
and national sales and marketing efforts.
 Develops and maintains a rapport with key community contacts to ensure a visible
presence in the local community, i.e. Convention and Visitor’s Bureau, State Office
of Tourism, etc.
 Ensures initial and ongoing training of all front-of-the-house hotel employees to
enable them to be knowledgeable of the resort’s food and beverage outlets, and
to enthusiastically recommend the various offerings, so that we may maximize
revenues in resort’s food and beverage outlets.
 Liaises with the Director of Security, to ensure a safe and secure environment for
guests, employees, and property assets.
 Establishes and maintains a proactive human resources approach to ensure
employee motivation, training and development, and compliance with policies and
procedures and labor regulations.
Revised July 2018
Page 2 of 3
Position Classification & Description
Director of Hotel Operations
 Develops and monitors the performance of financial and operational plans for the
hotel operations which support the overall objectives of the resort; develops the
annual budget and makes recommendations for capital improvements to enhance
the assets of the company and brand loyalty.
 The Director of Hotel Operations takes charge of all components of the hotel
operations, serving as a positive role model for all subordinates while representing
the owner's fiduciary interests.
 He/she leads the revenue efforts of the hotel operations with an emphasis on
driving market share and maximizing REVPAR.
 The Director of Hotel Operations champions the resort’s business plan and specific
mission statement.
 He/she develops and nurtures a team of management and line staff members that
are directed towards the achievement of the resort’s goals and priorities. Fully
implements and utilizes the performance appraisal processes.
 Maintains and supports the organization's professional image and high ethics,
while representing the resort in the local and professional communities.
 Has caring behavior toward both guests and all employees, and a "guest first"
service, and "do it now" approach.

Minimum Qualifications:
Bachelor’s Degree in Management, Business Administration or related field plus eight to
ten years of progressive leadership experience in hotel or resort management, preferably
in a 4 star/4-diamond environment. Opening experience preferred with proven success
leading a full service hotel property, proven ability to lead sales and marketing efforts
and to motivate staff, effective delegator and proven ability to drive a service oriented
culture. Excellent leadership skills. Must meet all knowledge, skills and abilities. Must be
twenty-one (21) years of age. Valid driver’s license. No felony, theft or stealing
convictions. Must be able to successfully pass a pre-employment drug/alcohol screen,
background investigation, obtain and maintain gaming license. Navajo preference.
Knowledge, Skills, and Abilities:
 Must have a well-rounded knowledge of the business, food and beverage, hotel,
finance, marketing, human resources, etc.)
 Must have a high attention-to-detail and a good eye for quality and respond promptly
to opportunities for improvement.
 Must have excellent communication, interpersonal, and customer service skills.
 Knowledge of applicable federal, state, county and local laws, regulations, and
requirements including Tribal Sovereignty.
 Knowledge of finance, budgeting, accounting and cost control procedures.
 Skill in operating various word-processing, spreadsheets, and database software
programs in a Windows environment, specifically Word, Excel, Access and PowerPoint.
 Skill in coaching and consulting management and executive level employees.
Revised July 2018
Page 3 of 3
Position Classification & Description
Director of Hotel Operations
 Skill in analyzing problems, projecting consequences, identifying solutions, and
implementing recommendations.
 Skill in supervising, training, and evaluating assigned staff.
 Ability to communicate effectively, both verbally and in writing.
 Ability to interact and maintain good working relationships with individuals of varying
social and cultural backgrounds.
 Ability to maintain confidentiality.
 Ability to analyze situations and adopt appropriate courses of action.
 Ability to establish and maintain professional relationships with co-workers at all
levels.
 Ability to work independently and meet strict time lines.
 Ability to make solid decisions and exercise independent judgment.
 Ability to be persuasive and tactful in controversial situations.
 Ability to interpret applicable federal, state, county and local laws, regulations, and
requirements.
Physical Demands:
While performing the duties of this job, the employee regularly is required to sit and walk;
use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The
employee must occasionally lift and/or move up to 25 pounds.
Work Environment:
Work is generally performed in an office setting with a moderate noise level. Occasional
work is performed in a Casino setting with exposure to second-hand smoke and a
moderate noise level. Extended hours and irregular shifts may be required. Tight time
constraints and multiple demands are common.