Director of Hotel Operations (Caesars New Orleans)

Description

The Director of Hotel Operations provides executive leadership for luxury hotel operations, driving service excellence, revenue growth, operational efficiency, and organizational performance across multiple hotel towers and departments. This leader develops and executes strategic initiatives that enhance the guest experience, optimize productivity, expand luxury offerings, and maximize profitability.

Working closely with property and corporate leadership, the Director aligns operational, commercial, and talent strategies to deliver measurable business results, establish luxury service standards, leverage data-driven decision-making, and build high-performing teams that support long-term growth and operational excellence.

Responsibilities

• Provide functional leadership to multiple luxury hotel towers and hotel-related departments throughout the New Orleans property.
• Generates meaningful synergy through streamlining operations, people, creating subject matter experts and initiatives for service, capital, product offerings/developments, brand marketing, and service standards.
• Designs and develops additional product, premium luxury experience, and ancillary revenue streams within the hotel vertical.
• Develops cohesive revenue and operations strategies.
• Provides on-going operations leadership and support to management within front office, housekeeping, public areas, and bell operations on driving service, upsell and dynamic pricing revenue on a day-to-day basis.
• Shows relentless prioritization and data-driven decision-making to ensure the team is working towards the right goals and has the tools needed to achieve them.
• Builds models to evaluate the economics, value, and opportunity costs of strategic initiatives intended to multiply hotel operations productivity.
• Builds an operations synergy strategy to further integrate existing leadership teams to drive product and process improvements with outcomes of combining FTE’s while investing in and retaining top talent.
• Ensures proper setup, use and management of reporting and technology, and make timely updates to support the addition of new programs, partners, and technology to remain competitive and optimize team member productivity and performance.
• Collaborates cross-functionally with revenue, marketing, corporate facilities, design/construction, and hotel operations teams to implement best practices, programs, and procedures to drive revenue, efficiency, and productivity.
• Continuously researches guest, marketplace, and industry trends to understand spending by different verticals, programs, and campaigns, and implement initiatives to maximize revenue potential.
• Develops and implements luxury service, operating and product standards, following Caesars & Nobu standards development approach on a company-wide basis.
• Periodically conducts operating service reviews to help properties improve their performance against expected outcomes.
• Develops measurement systems that allow employees/management to track progress toward objectives and provides an objective framework for evaluating performance of individual Hotel areas.
• Provides periodic revenue insights reports highlighting trends, on-going recommendations to determine optimal floor pricing and maximizing revenue.
• Actively participates with monitoring financials, revenue reporting, operations of assigned department(s) and marketing strategies to produce both short-term and long-term profitability.
• Creates a work environment which promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; compliance with company policies, legal requirements and collective bargaining agreements.
• Develops competitive advantage by attracting and acquiring talent that strengthens the resort’s operating performance, service culture, and team member engagement to maximize capability to drive operational excellence.
• Builds excellent relationships, communicates, and consults with property hotel management, general managers, division presidents and corporate leadership to ensure understanding and support initiatives.
• Develops alignment and commitment with the direction of the hotel areas with all constituents.
• Performs all other job-related duties as requested.

Qualifications

• Bachelor’s degree in hotel, business, or related field preferred
• Minimum 5-7 years of Hotel General Manager experience required.
• Experience managing multiple luxury or high-end hotel towers and a large team preferred.
• Renovation/project manager and opening property experience preferred.
• Knowledge of Revenue Management systems.
• Experience with short-term and long-term forecast and annual budget
• Proven track record of leading initiatives, achieving goals, and succeeding in a team environment.
• Demonstrated success in managing operations, including guest experience and operational performance.
• Ability to resolve problems quickly, such as guest complaints or staff conflicts.
• A keen eye for detail to monitor all aspects of the hotel’s operations, from housekeeping and food & beverage services.
• Excellent sales and marketing acumen with great interpersonal skills.
• Excellent interpersonal, customer service, communication, team building, and problem-solving skills are required
• Have interpersonal skills to partner effectively with all business contacts.
• Must have a thorough knowledge of all aspects of luxury hotel operations pertaining to a hotel/casino similar in size
• Knowledge of computer systems to include: hotel reservation and management systems
• Demonstrated ability in maintaining consistent, high-quality luxury service levels
• History of developing employees who have been successfully promoted to increasing levels of responsibility
• Track record of managing departments that provide excellent service to guests
• Professional appearance and demeanor.
• Able to effectively communicate in English, in both written and oral forms.
• Ability to work flexible hours, including nights, weekends and holidays.

PHYSICAL,MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be neat and clean in appearance and physically fit to perform the duties required
• Ability to move throughout the outlet (standing, walking, kneeling, bending) for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally, regularly, frequently move objects (lift, push, pull, balance, carry) up to 25 pounds.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.

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