Hospitality Manager

ENTERPRISE:                                  We-Ko-Pa Casino Resort

JOB TITLE:                                       Hospitality Manager

JOB CODE:                                       6001

DEPARTMENT NAME:                     Guest Services

DEPARTMENT CODE:                     910200

REPORTS TO:                                  Executive Director of Hospitality 

SALARY:                                           DOE

POSITION STATUS:                        Regular Full-Time, FLSA EXEMPT

HOURS PER WEEK:                       40

POSITION DESCRIPTION: 

The Hospitality Manager oversees the daily operations of all hospitality-related departments within the establishment, ensuring that guests receive exceptional service and have a positive experience. This role involves managing staff, maintaining quality standards, and ensuring the smooth and efficient running of the AAA 4-Diamond resort.

ESSENTIAL DUTIES:

This list of tasks is ILLUSTRATIVE ONLY and does not comprehensively list all functions and tasks performed by positions in this class.

• Provide 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 Front Desk, Gift Shop, Spa, and Bell/Transportation. 
• Ensures seamless coordination between all teams to provide guests with an outstanding experience.
• Manage the Front Desk operations, ensuring guests receive a warm welcome and efficient service. 
• Responsible for monitoring check-in/check-out processes, guest inquiries, and reservation management to maintain high satisfaction levels.
• Oversee the operations of the Gift Shop, ensuring that it is well-stocked, visually appealing, and offers products that meet guests’ needs. Work with the team to optimize sales and provide exceptional customer service.
• Supervise the Spa team, ensuring that all services are delivered to the highest standard. 
• Work with the Spa Supervisor to develop service offerings, manage staff schedules, and maintain a serene and welcoming environment.
• 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.
• Recruit, train, and supervise resort staff across all teams, fostering a positive work environment. 
• Conduct regular performance evaluations, provide feedback, and implement staff development programs.
• Ensure a high level of guest satisfaction by addressing any issues or concerns promptly and effectively. 
• Implement and monitor guest feedback systems to continuously improve service quality.
• 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. 
• Promote the resort’s services and amenities to increase occupancy and revenue.
• Maintain high standards of quality in all resort areas, including cleanliness, product offerings, and guest services. 
• Conduct regular inspections and audits to ensure company policies and standards compliance. 
• Ensure the resort 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. 
• Prepares reports to improve management decision-making and critical evaluation of work activities.
• Must always exhibit a positive attitude and be committed to delivering high customer service.
• Must have good communication skills.
• Must have the flexibility to respond to various work situations.
• Ability to work under pressure and initiative.
• Performs other related duties as required.  
• Must pass a pre-employment drug test.

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 a must. 

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.