ENTERPRISE: We-Ko-Pa Casino ResortJOB TITLE: Hospitality ManagerJOB CODE: 6001DEPARTMENT NAME: Guest ServicesDEPARTMENT CODE: 910200REPORTS TO: Executive Director of Hospitality SALARY: DOEPOSITION STATUS: Regular Full-Time, FLSA EXEMPTHOURS PER WEEK: 40POSITION 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.