Senior Manager, Hotel Operations

Under the direction of the Director of Hotel Operations, the Senior Manager of Hotel Operations runs the hotel as an integral part of the gaming operation. The Senior Manager of Hotel Operations is responsible for the overall support and management of the day-to-day operations of the rooms division; inclusive of Front Office, Concierge, Bell & Door and Housekeeping. This role collaborates, partners, and supports the Director of Hotel Operations on all operational functions, programs, assignments and hotel activities as deemed appropriate to support the enterprise. The Senior Manager of Hotel Operations is ultimately responsible for supporting and contributing to the success of the enterprise's goals, objectives, vision, mission, and values.

Essential Duties & Responsibilities

1.Partners with the Director of Hotel Operations to direct hotel operational functions, ensuring alignment with the strategic plan and vision. Supports business plans that support enterprise initiatives and enhance quality and service, associated costs, employee development, retention strategies and employee productivity benchmarks. Ensures effective structures, processes, positions, and performance management systems are in place for all hotel operations.

2.Partners with the Director of Hotel Operations and respective enterprise leadership to coordinate and monitor progress of all major hotel projects such as renovations, capital expenditures, equipment changeovers. Actively conducts and participates in research, development, evaluation and implementation of new products, services, technology and processes to ensure competitive position in anticipation of changing guest's needs within the dynamic hospitality/gaming environment.

3.Assists in monitoring fiscal budget, KPI's yield management of hotel inventory, operations of assigned departments and marketing strategies to produce both short-term and long-term profitability. Assists with monitoring of hotel expenses and preparation of hotel annual budget. Assists with preparation of revenue and occupancy forecasting.

4.Actively monitors advance sales to prevent reservation conflicts with other departments' events and schedules. Monitors oversold dates to ensure maximization of room revenue. Maximizes room revenue and occupancy by reviewing daily status. Analyzes rate variance, monitors credit reports and maintains close observation of daily house count. Monitors selling status of house daily, i.e. flash report, allowances, etc.

Attends daily and monthly Rooms Merchandizing meetings. Completes monthly forecasts. Assists with developing strategic plans based on the master calendar in alignment with Marketing.

5.Assists the Director of Hotel Operations with the delivery and measurement of guest services within assigned departments consistent with the enterprise's core service standards. Conducts sign-off of all Service Standards by position. Ensures the maintenance and execution of best-in-class service and drives results through staff professional development and appropriate training programs that monitors results through evaluation, inspection, and analysis. Interfaces with team members frequently and keeps open communication in order to ensure a cohesive, consistent workforce that understands and provides guest service at an exceptional level. Provides vision and direction for department management for all assigned departments.

6.Mentors department leadership, and establishes the parameters that empower and develop managers/supervisors with the authority to accomplish the duties of their assigned positions. Assists with preparing department leadership for succession through development of key identified areas.

7.Responds accordingly to all guest requests, problems, complaints and/or accidents promptly and in a courteous manner. Follows-up on outstanding issues to ensure guest satisfaction. Monitors and supports the VIP and guest request processes as well as their respective recognition programs.

8.Monitors all department standards of safety, cleanliness and maintenance to ensure compliance. Works closely with Facilities & EVS to ensure housekeeping/laundry cleaning, sanitation, and presentation standards are met, as well as avoidance of schedule conflicts with other departments.

9.Performs other duties as assigned to support the efficient operation of the department and assumes other responsibilities, duties, tasks, and assignments that contribute to the mitigation or response to any public health emergency.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the enterprise's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

Education/Experience/Qualifications

• Bachelor's Degree in related field required.

• Minimum of three (3) years of career experience in the Hotel industry required.

• Minimum of three (3) years of a Supervisory Role in Rooms Division or Hotel Industry required.

• Experience in a luxury hotel and/or resort preferred.

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

• Front Office and/or Housekeeping Management experience highly preferred.

• Strong Knowledge of Forbes Travel Guide Guidelines.

• Ability to manage various computer systems (connected to Scheduling, Payroll, Purchasing and Guest Management).

• Ability to multi-task in a high volume and fast paced environment.

• Have strong communication and interpersonal skills.

• Excellent skills to include MS Office, PMS system, Delphi and Oracle.

• Experience budgeting and forecasting for Rooms Revenues, Cost of Sales, Direct Expenses, Labor Productivities and Capture Ratios.

Certificates/Licenses/Registrations

• At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.

• A qualified candidate/employee must have and maintain a valid driver's license with an acceptable driving record as determined by the enterprise's insurance carrier.

Yaamava' Resort & Casino at San Manuel will make reasonable accommodations in compliance with applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!