Reports into the General Manager, the Senior Vice President (SVP), Hospitality, is an exceptional leader with demonstrated success at leading all aspects of hospitality operations. Excels both strategically and operationally, demonstrating sound judgment and professional acumen. Adept at identifying and driving growth opportunities, as well as achieving financial and operational objectives. The SVP, Hospitality, is an expert in logistics, process development, and deployment, with a deep understanding of delivering high-quality hospitality experiences to guests through team members. A creative “Player-coach” personally drives team innovation, while training, developing and managing others to succeed. This critical role is an inspirational leader capable of achieving outstanding results in a non-traditional economic enterprise. Brings forward fresh ideas, constantly exhibit a “can–do” attitude, and rejects the notion of “because that’s the way we have always done it” thinking. The SVP, Hospitality, possesses the highest integrity and character, consistently acting in alignment with a clear and visible set of values and beliefs. Communicates directly and truthfully while maintaining confidence and collaboration across stakeholder groups. Sets the standard and expectation of being polished, professional and adaptable, leaving any ego “at the door.” Embodies critical leadership competencies, behaviors, decisiveness, while effectively modeling San Manuel’s cultural values and attributes. Serves as a confidant and partner to fellow senior leaders. The SVP, Hospitality, oversees hospitality operations, including Food & Beverage, Hotel, Spa, Facilities and Environmental Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Oversees the successful administration and execution of hospitality related activities at the property, in accordance with the policies and objectives established by the Tribe to maximize long-term profit and return on investment(s) (ROI). Working closely with the General Manager, aligns strategy and objectives with the Entertainment Authority Board’s (EAB) policy goals to ensure maximized and sustainable revenues to the Tribe.

2. Continually develops, implements, reviews, and updates the property’s strategy using business analytics, trends, forecasts, customer, market, internal operating data, and other relevant information. Reviews marketing opportunities and develops and suggests strategies to improve the property’s positioning for profitable market growth.

3. Identifies and recommends costs and operational efficiencies in order to enhance profitability and growth.

4. Drives communication of the property’s Mission, Vision, and Values and strategic objectives throughout all levels of the enterprise.

5. Focusing on the guest experience, by leading a culture of world-class customer service in all areas, utilizing industry best practices, technology, and other resources.6. Supports and assures that planned initiatives are launched on time and on target by tracking progress against milestones, proactively identifying and mitigating risks, and removing barriers.

7. Leads the development of the annual operating budget within assigned areas of responsibility, including capital expenditures and improvements, with an emphasis on appropriate data points like workforce metrics, ROI, feasibility, etc. Participates in the development of longer-term capital budgets in alignment with the General Manager, Entertainment Authority, and Tribe’s direction and coordination.

8. Regularly reviews and evaluates the performance of assigned areas of responsibility, working with department heads to resolve unsatisfactory results or conditions using performance management processes. Utilizes succession planning to identify team members capable of moving to greater roles.

9. Works closely with General Manager and other key OGM executive peers (SVP – Casino Operations, SVP Finance, VP Operational Administration) to align hospitality strategy and objectives with the Tribal Council’s Entertainment Authority Board goals to ensure maximized and sustainable revenues to the Tribe.

10. Works closely with the General Manager and Tribe’s General Counsel on any legal liabilities or risks, including patron incidents or injuries and Anti Money Laundering (AML) program, and suggests appropriate techniques to minimize exposure and loss.

11. Assures protection of the property’s assets through sound internal controls and up-to-date policies and procedures. Supports the implementation of systems, processes, and structure to ensure compliance throughout the organization with all applicable regulatory requirements, including those of the San Manuel Tribal Gaming Commission.

12. Performs other duties as assigned to support the efficient operation of the department.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with the organization’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 AND QUALIFICATIONS

• Bachelor’s Degree in Business Administration, Finance, Economics, Hospitality Management, Organizational Development or a related field is required.  Master’s Degree in Business Administration (MBA) is preferred.

• Minimum fourteen (14) years of operational experience at a large-scale hospitality or gaming property required .

• Minimum twelve (12) years of progressive leadership experience required. Preferably including at least 8 years in a key executive position .

• Experience in launching and leading the construction and remodel of large hotel, restaurant and casino construction and operations.

• Experience in leading 4–5-star properties with a history of superior customer service is preferred.

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

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Must possess demonstrated leadership ability, as well as professional and strategic agility.

• Experience in coaching and developing team members into leadership positions is critical.

• Must have the ability to analyze, interpret and make operational, financial, and budgetary decisions based on financial and operational reports and analysis with the desired intent of driving the organization to meet and exceed business goals. 

• Knowledge of complex laws, regulations, and guidelines governing casino operations, tribal law and Native American casinos.

• Must be culturally competent and effective in a multi-cultural environment.

• Must have the ability to act as a liaison to local government and other interested parties to maintain a positive relationship and possess the communication skills and professional acumen to establish and maintain key relationships with State and Federal officials governing resort and casino operations.

• Extensive knowledge of Class III Gaming is preferred.

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

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

• Select One of the Following for Driving Responsibilities: Driving Responsibilities: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.

• Work requires travel to attend meetings, trade shows, and conferences.

• Incumbents may be required to work evening, weekend and holiday shifts.

• Must be able to work in a fast-paced, high-demand environment.

• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.

• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.

• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.

• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.

• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.

• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.

• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all 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!