Director - Hotel Operations

Summary/Objective

The Director – Hotel Operations holds primary responsibility for the strategic leadership, operational management, and financial performance of the hotel and affiliated sub-departments, including the front desk, shuttle services, RV park, and the casino gift shop. Leading a team of 25–30 staff members, with four direct reports managing their respective areas, this role ensures a seamless guest experience in alignment with Ute Mountain Casino Hotel’s standards and core values.

Working closely with cross-functional teams, the Director – Hotel Operations drives revenue optimization, fosters beneficial partnerships, and champions process enhancements to elevate service quality. Through dynamic leadership, budget oversight, and dedicated staff development, this position upholds Ute Mountain Casino Hotel’s commitment to “Prosperity Through Service,” ensuring an exceptional and memorable stay for every guest.

Qualifications

General

• Must be at least 21 years old to obtain a UMUGC Key License (required). Must be able to pass the UMUGC and CG background investigations (no financial crimes or other felonies).

Education

• A  bachelor’s degree in business, hospitality management, or a related field is preferred but not required. Master’s degree in a related field is highly preferred. 

Certifications

• No certifications are required for this role. Proof of knowledge of (or the ability to quickly learn) Agilisys Stay, Rguest Book & Express Mobile, InfoGenesis, Dormakaba Ambiance, Siteminder, Good Sam Campground, Shift4, and Stripe may be required. 

Experience

• At least five years of recent hospitality leadership experience required, preferably in a casino/hotel setting. 
• At least three years of experience in gaming or similar environments required. 
• Recent tribal gaming experience preferred. 

KSAs

• Leadership & Team-Building: Proven ability to cultivate and lead high-performing teams, facilitate professional development, and foster a positive workplace culture.
• Revenue Management & Analytical Skills: Strong grasp of yield management, forecasting, and competitive rate analysis, supported by robust financial acumen and proficiency in data analysis tools.
• Customer-Centric Mindset: Ability to design and maintain service strategies that prioritize guest satisfaction, evidenced by effective communication, problem-solving, and conflict-resolution skills. Ability to broker sales deals and partner with external organizations. 
• Operational Efficiency & Technology Acumen: Familiarity with advanced hospitality systems (e.g., property management software, POS) and the capacity to streamline workflows, track key metrics, and deploy new technology solutions.

Key Accountabilities

• Leadership & Team Management: Serve as an effective leader, demonstrating excellent communication and interpersonal skills to manage, motivate, and develop a high-performing team across hotel, gift shop, shuttle services, and RV park operations. Drive staff engagement through ongoing training and professional development opportunities to optimize service delivery and operational efficiency.
• Project Management & Service Excellence: Apply project management skills to oversee and implement initiatives that elevate guest satisfaction. Leverage industry-leading hospitality software (e.g., Agilisys Stay, Rguest Book & Express Mobile, InfoGenesis) to streamline operations, ensuring consistent and exceptional service standards.
• Financial Oversight: Oversee all financial aspects of sub department operations (e.g., RV park, Hotel , including budgeting, profit-and-loss reviews, and cost analyses. Employ hands-on approaches (month-end inventories, cost control, ordering) to maintain financial health and ensure competitive pricing strategies.
• Operational Efficiency & Technology Integration: Optimize hotel and RV park workflows by integrating and maximizing the use of property management systems (e.g., Dormakaba Ambiance, Siteminder, Good Sam Campground, Shift4, Stripe). Use data-driven insights to enhance booking processes, guest services, and overall operational performance.
• Revenue Optimization & Yield Management: Establish and execute data-driven pricing strategies that respond to fluctuating demand, competition in market, and other market conditions. Monitor competitor rates, seasonal patterns, and historical performance to maximize room revenue and ensure alignment with Ute Mountain Casino Hotel’s brand positioning.
• Partnership Development & Strategic Alliances: Identify and negotiate agreements with corporate entities, government agencies, and other key partners to drive consistent group bookings and occupancy. Explore special rate contracts or promotional packages to broaden the hotel’s market reach and reinforce UMCH’s community presence.
• Inventory Management & Procurement: Manage the end-to-end inventory process, including ordering, inputting, and month-end reconciliations. Ensure adequate supplies while controlling costs, upholding quality standards, and preventing disruptions in service.
• Comprehensive Personnel Management: Directly oversee recruiting, hiring, terminations, performance evaluations, and staff issue resolutions. Create a culture of leadership, support, and motivation that promotes fair and equitable treatment for all team members.
• Training & Service Standards Execution: Develop and execute comprehensive training programs that focus on service excellence and consistent adherence to established standards. Monitor staff performance in real-time, identify service gaps, and implement continuous improvements to maintain guest satisfaction.
• Incentive Program Oversight: Design, roll out, and continuously refine incentive programs to effectively motivate and reward team members. Track and assess program success against set benchmarks, adjusting strategies to optimize productivity and maintain transparency with the team.
• Guest Experience Enhancement: Continuously seek opportunities to elevate the guest experience at every touchpoint, from reservations to onsite visits. Collaborate with cross-functional teams, analyze feedback, and implement improvements that uphold Ute Mountain Casino Hotel’s reputation for exceptional hospitality.
• Compliance & Best Practices: Stay informed on industry regulations and best practices, ensuring all hotel and RV park operations are compliant with local, state, and tribal guidelines. Regularly review and refine workflows to safeguard guest welfare, operational integrity, and brand standards.
• Continuous Improvement: Regularly assess the performance of hotel and RV park operations, identifying opportunities for innovation and efficiency gains. Implement strategic changes in processes, technology, and service delivery to enhance profitability, customer satisfaction, and market competitiveness.