Hotel Manager (65505)

** This position has an anticipated start date in late fall 2026. Applications are being collected in advance to build our talent pool, and we will begin reaching out to qualified candidates closer to the hiring timeline.

Position

Responsible for overall leadership and performance of Front Office operations within a high-volume, 4-star casino resort. Direct oversight includes Front Desk, Bell Services, PBX, Room Control, Night Audit, VIP Services, and third-party Valet operations. Ensures seamless guest arrival, departure, and in-house experience aligned with AAA 4-Diamond service standards. Accountable for operational efficiency, guest satisfaction, revenue optimization, and team performance.

Key Responsibilities

• Direct all Front Office operations including Front Desk, Bell Services, PBX, Room Controllers, Night Audit, and VIP Services
• Oversee third-party valet vendor performance, contracts, service standards, and compliance with property expectations
• Ensure execution of AAA 4-Diamond service standards across all guest touchpoints
• Manage daily arrivals/departures, room inventory, and coordination with Housekeeping and Engineering for room readiness
• Oversee VIP arrivals, departures, and in-house experience; coordinate with Casino Host team and executive leadership
• Supervise room control function including inventory management, upgrades, out-of-order/out-of-service tracking, and yield optimization
• Ensure accuracy and integrity of Night Audit processes, financial reporting, and system balancing
• Manage PBX operations including call handling standards, emergency procedures, and guest request routing
• Develop and implement SOPs, service standards, and operational workflows (including pre-opening setup if applicable)
• Hire, train, schedule, and manage departmental leaders and line staff; maintain productivity and labor standards
• Monitor and respond to guest feedback, service recovery, and escalation resolution
• Collaborate with Revenue Management on rate strategy, inventory controls, and oversell management
• Oversee departmental budgets, labor costs, and operational KPIs (guest satisfaction scores, upsell revenue, check-in times, etc.)
• Ensure compliance with safety, security, and regulatory requirements within a casino environment
• Partner with IT and Systems teams to optimize PMS and front office systems functionality

Knowledge, Skills, and Abilities

1. Front Office Operations

• Direct Front Desk, Bell Services, PBX, Room Controllers, Night Audit, and VIP Services
• Ensure execution of AAA 4-Diamond service standards across all guest touchpoints
• Manage daily arrivals, departures, and lobby flow

2. Valet (Third-Party Management)

• Oversee third-party valet vendor performance, contracts, and service standards
• Ensure compliance with property expectations and guest experience standards

3. Room Control & Inventory Management

• Oversee room inventory, upgrades, out-of-order/out-of-service tracking, and availability strategy
• Coordinate with Housekeeping and Engineering for room readiness

4. VIP & Casino Integration

• Coordinate VIP arrivals and experiences with Casino Hosts and executive leadership
• Ensure elevated service delivery for high-value guests

5. Night Audit & PBX Oversight

• Ensure accuracy of Night Audit processes, reporting, and financial balancing
• Oversee PBX operations including call handling, emergency response, and guest communication

6. Pre-Opening & Systems

• Support pre-opening setup including SOP development, staffing, and system implementation
• Partner with IT and Systems teams to optimize PMS and front office platforms

7. Team Leadership & Training

• Hire, train, and manage departmental leaders and front-line teams
• Establish service standards, training programs, and performance expectations

8. Financial & Operational Performance

• Manage budgets, labor costs, and departmental KPIs
• Partner with Revenue Management on inventory strategy and upsell performance

9. Guest Experience & Service Recovery

• Monitor guest feedback, resolve escalations, and implement corrective actions
• Maintain high guest satisfaction scores

10. Misc. Duties

• Perform additional duties as assigned by leadership

Experience:

• Minimum 3–5 years of progressive Front Office leadership experience in a casino resort or luxury hotel environment
• Experience in a high-volume, 4-star or AAA 4-Diamond property (required)
• Pre-opening experience (preferred)

**Education:**Bachelor’s degree in Hospitality Management or related field preferred; equivalent experience acceptable

Licenses and Certifications: Must be able to obtain a Catawba Gaming License.

Work Environment & Physical Demands - While performing the duties of this position, the employee is regularly required to reach with hands and arms; bend to open/use lower drawers or cabinetry; to talk, hear, and see. Prolonged periods of sitting at a desk and working on a computer. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds.