Monarch Casino & Resort, Inc.

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Director of Hotel Operations (Black Hawk)

Director of Hotel Operations (Black Hawk)

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Atlantis Casino Resort Spa a wholly owned subsidiary of Monarch Casino & Resort, Inc. (NASDAQ: MCRI), a publicly traded corporation recognized by Forbes on their "Most Trustworthy Companies" list and rated as America’s Best and Mid-Size Employers.


Atlantis has opened an exclusive Director of Hotel Operations who will join the Reno property to learn its culture, system and process with the expectation to relocate to our other property; Monarch Casino Black Hawk with plans to scale into a full resort luxurious destination.


The Director of Hotel Operations will be part of the opening a Hotel Tower and responsible for the success and operations of the Hotel Division.  Departments include the Front Desk, Bell Desk, Valet, Laundry, Housekeeping, Public Area, Call Center, Spa, and additional departments as assigned.


The Director of Hotel Ops for Monarch must ensure that all departments are providing exceptional guest service while continually seeking opportunities to maximize departmental efficiency and profitability. The individual will be responsible for increasing guest satisfaction, handling any guest challenges that occur to create repeat customers, and coordinate with all other departments to ensure successful visits for individuals, groups and special events that take place at the property. The Director of Hotel Operations will continually strive for excellence in all areas of their operation.


Essential Job Functions:
•Oversee operations throughout all hotel departments including:
oFront Desk
oBell Desk
oReservations/Call Center/PBX - TBD
oPublic Area
•Lead the team to provide four diamond/four star guest service and maintain exceptional guest satisfaction standards.
•Increase year over year results in budgeting and customer service.
•Handle all guest challenges that arise and turn around guest challenges to exceed expectations, and create repeat clientele.

Key Job Duties:

•Oversee daily operations of the hotel and assist wherever needed:
oCheck in/Check out
oAnswering phones
oCleaning of rooms/public area
oAssistance as requested
•Ensure the operations staff, supervisors and management are properly trained to standards and properly equipped to execute day-to-day responsibilities
•Maintains and monitors occupancy data, and assists in maximizing room revenue through revenue/yield management
•Monitors upsell program to increase revenues
•Issues coaching/discipline as necessary to team members
•Issues reviews as needed based on position
•Ensure that All-Star Service Standards are consistently delivered to increase customer satisfaction throughout the property from arrival to departure.
•Maintain complete knowledge of property department policies and service procedures.
•Review and respond to daily operational demands as it relates to the hotel, including guest challenges and responses. Follow-up with department heads to ensure issues are addressed.
•Conduct interviews to hire the top applicants for open positions and has hire/fire authority
•Review and modify department schedules as needed based on business
•Conduct and/or participate in daily stand-ups/pre-shifts as well as departmental meetings to ensure that effective communications consistently disseminate to supervisors and front-line team members.
•Review, research and analyze department expenditures as needed.
• Ensures succession planning for the departments in Hotel Operations.
• Work on implementing new technology and processes to keep the hotel on the forefront of new innovation
• Partnering with department heads, monitor and develop supervisors and team members through couching, counseling, evaluations and delivery of recognition and rewards.
• Special Projects as assigned


Essential Qualifications & Abilities:
Strong leadership and interpersonal skills required. Ability to multitask and manage multiple departments at once. Must be organized, detail oriented, and able to prioritize multiple projects at once. Excellent communication skills required equally for oral, written and visual presentations. Analytical skills to include budget and financial document preparation. Ability to communicate effectively with both team members and guests for successful operations.

Bachelor’s Degree required, MBA preferred. (Business or Hospitality concentration)


Additional Requirements/Recommendations:

Experience in a four/five diamond property preferred
Experience in a large volume (Over 800 rooms) preferred
Experience in a resort, gaming property preferred
Be able to obtain a Gaming Card
Be able to obtain an Alcohol Awareness Card

•Microsoft Office Suite
•LMS – Lodging Management System

•Time and Attendance (OTA)
•Stratton Warren (Purchasing)


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