ENTERPRISE:                                   We-Ko-Pa Casino Resort

JOB TITLE:                                        Hospitality Manager

DEPARTMENT NAME:                      Guest Services

REPORTS TO:                                   Executive Director of Hospitality 

SALARY:                                            DOE

POSITION STATUS:                          Regular Full-Time, FLSA EXEMPT

HOURS PER WEEK:                         Minimum 40

POSITION DESCRIPTION:

The Hospitality Manager oversees and provides directions for the daily operations of all hospitality-related departments, which include Reservations/PBX, Spa, Front Desk, Bell/Transportation, Concierge, and Retail. This role is critical in ensuring maximum occupancy, optimization of revenue, efficiency, and the delivery of exceptional customer service. Coordination/collaboration with key departments like Sales, Marketing, Housekeeping, Food & Beverage, and Casino Operations is essential in the success of the resort’s performance. All departments are held to the AAA 4-Diamond Standards.

ESSENTIAL DUTIES:

Essential Duties may include tasks, knowledge, skills, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and does not comprehensively list all functions and tasks performed by position in this class. 

• Lead by example, exceptional guest service to external and internal guests by maintaining and exhibiting the We-Ko-Pa Way: Smile and Greet, Name and Meet, Thank you, and Goodbye. Essential functions may include the following tasks: knowledge, skills, and other characteristics. 
• Oversee daily operations across all hospitality departments, including the Reservation/PBX, Spa, Front Desk, Bell/Transportation, Concierge, and Retail.
• Take part in the development of the Resorts room budget with the Reservations/Revenue Manager and Executive Director of Hospitality.
• Responsible for the hiring of qualified personnel, mentoring, coaching, and the evaluation of expected performance.
• Ensures seamless coordination between all teams to optimize room revenue and provide outstanding guest experience by following AAA 4-Diamond Standards.
• Knowledgeable and able to operate the Property Management System (PMS) and the Revenue Management Software (RMS).
• Responsible for the performance and execution of the Cabana sales and the related documents.
• Collaborate with the staffing and scheduling of the pool attendants with Food & Beverage personnel.
• Train and mentor Reservations/Revenue Manager for exceptional performance from the Reservation and PBX team.
• Train and manage the Front Desk Supervision to ensure all protocols and Standard Operating Procedures are followed. 
• Responsible for monitoring check-in/check-out processes, guest inquiries, and reservation accuracy to maintain high satisfaction levels.
• Ensure that the Loyalty Card is offered by Front Desk/ Concierge personnel to all guests, along with the appropriate information to be provided.
• Train and manage the Gift Shop Supervisor to ensure that it is well-stocked, visually appealing, and offers products that meet guests’ needs and revenue goals. Work with the team to optimize sales techniques and provide exceptional customer service.
• Assist the Executive Director of Hospitality in the budget process for the Gift Shop.
• Review all policies and procedures are followed for the gift shop in preparation for the annual audits.
• Supervise Spa Supervisor to develop service offerings, manage staff schedules, and maintain a serene and welcoming environment.
• Assist the Executive Director of Hospitality in the budget process for the Spa.
• Supervise the Bell Supervisor to ensure the Bell/Transportation team provides prompt and courteous service, assisting guests with luggage and transportation needs. Monitor the efficiency of guest arrivals, departures, and transportation logistics for appropriate staffing guidelines.
• Supervise and mentor the Concierge team to offer unique and superior service. Be proactive with special guest occasions and support Player Development VIP guest needs. 
• Supervise and mentor the Reservations/Revenue Manager to maximize room revenue potential by being creative and strategic in managing room pricing, inventory, and distribution channels.  Utilize the Revenue Management Software to its potential.
• Conduct regular performance evaluations, provide feedback, and implement staff development programs.
• Ensure a high level of guest satisfaction by addressing any issues either in person, telephone or email promptly and effectively. 
• Implement and monitor guest feedback systems to continuously rate the level of service provided by all areas of responsibility.
• Manage the resort’s budget, including forecasting, monitoring expenses, and maximizing revenue. 
• Ensure financial goals are met and the resort operates within budget.
• Collaborate with the marketing team to develop and implement strategies to attract new guests and retain existing ones, in particular players. 
• Develop seasonal rates and packages with the Reservations/Revenue Manager.
• Promote the resort’s services and outside amenities to increase occupancy and revenue. 
• Conduct regular inspections and audits to ensure company policies are in compliance. 
• Ensure the hotel complies with all health, safety, and environmental regulations. 
• Conduct regular safety drills and inspections to maintain a safe environment for guests and staff.
• Address and resolve any operational, guest, or employee issues, ensuring minimal disruption to the resort’s operations. 
• Prepare reports to improve management decision-making and critical evaluation of work activities.
• You must always exhibit a positive attitude and be committed to delivering high customer service.
• You must have effective communication skills.
• Must have the flexibility to respond to various work situations and hours.
• Attend/participate in meetings as directed by the Executive Director of Hospitality. 
• Ability to work under pressure and their initiative.
• Adhere to Tribal Council needs when requested.
• Performs other related duties as required. 
• Pass a pre-employment drug test.
• Must qualify for a State Gaming License.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in hospitality management, Business Administration, or a related field is preferred.
• Minimum of 5 years of experience in hotel or resort management, with a proven track record of success in a similar role.
• Experience working with Agilysys PMS or other hotel software a plus.
• Experience with AAA 4-Diamond standards preferred.
• Computer literate in current operating software, including Microsoft Office and various property management systems. 
• Strong verbal and communication skills.
• Time management skills are necessary. 
• Ability to make key decisions.
• Ability to work under pressure.

INDIAN PREFERENCE:

Preference will be given to qualified applicants from federally recognized Indian tribes. To be considered for Indian Preference, you must submit your Certificate of Indian Blood (CIB) with your application.